A dispute occurs when a cardholder disputes a payment and contacts their issuer to reverse the payment. A cardholder may dispute a payment for a number of reasons, including:
- Fraud, or suspected fraud.
- Customer disputes (merchandise not received, defective merchandise).
- Processing errors (incorrect amounts, duplicate processing).
Whether a payment can be disputed depends on the payment method, For example, bank transfers normally can not be reversed, but direct debits and card payments can. Depending on the type and stage of the dispute, you may be able to defend it.
When a dispute is raised by the issuing bank, Adyen will communicate this to you, and the dispute cycle starts. If you would like to be notified when you receive a dispute, enable the System Messages.
Before you manage disputes, it's important to understand:
- How the dispute process works.
- Which required documents you must provide.
- Chargeback guidelines for issuers.
- The applicable reason code to understand the type of dispute, depending on the payment method.
Once you understand the dispute process, you are ready to manage your disputes.