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  Documentation

Defense requirements

Provide documents with details of transactions to help you build a strong case to challenge the dispute. 


There are various requirements for defending against disputes, which depend on the type of disputes. Read on to see various dispute reasons, and the documents you need to provide to defend against them.

Meeting the defense requirements does not guarantee that you will win.

Fraud – Card absent transaction

The Cardholder claims that he did not authorize or participated in the transaction. You should demonstrate that service or merchandise was a legitimate purchase by the cardholder.

The only remedy for this chargeback reason code is 3Ds Liability shift. Without this, it is really difficult to challenge the dispute. 

If you have not enabled 3Ds and you would still like to defend the dispute, you must upload the following documents: 

Merchandise:

  • Copy of Invoice.
  • E-mail conversation with cardholder.
  • DHL signed proof of delivery, and AVS match.
  • Record of previous non-disputed payments.
  • Courier's GPS location proving that product has been delivered.

Digital Goods:

  • Confirmation E-mail.
  • Description of the digital goods and the date and time they were purchased and downloaded.
  • Record of previous non-disputed payments.
  • Evidence cardholder has verified account before transaction.

Services:

  • Documentation showing proof that service was provided to the cardholder (confirmation e-mail, copy of invoice).
  • Start date of when cardholder started to use service.
  • Evidence that cardholder used the service before.
  • Record of previous non-disputed payments.

Fraud - Card present transaction

The Cardholder claims that he did not authorize or participate in the transaction in a card present environment. For example,

To remedy this chargeback upload:

Merchandise:

  • Copy of (signed) transaction receipt.

Digital Goods:

  • Copy of (signed) transaction receipt.

Services:

  • Copy of (signed) transaction receipt.

Duplicate processing/Paid by other means

The cardholder claims that a single transaction was processed more than once. 

To remedy this chargeback upload: 

Merchandise:

  • Copy of invoice of two separate orders.
  • Documentation to prove that no other form of payment was used.

Digital Goods:

  • Copy of invoice of two separate orders.
  • Documentation to prove that no other form of payment was used.

Defence Material for Services:

  • Copy of invoice of two separate orders.
  • Documentation to prove that no other form of payment was used.

Services not provided/ Merchandise not received

The cardholder claims that merchandise or services that they ordered were not received or not received on time. 

To remedy this chargeback upload: 

Merchandise:

  • Description of the goods.
  • DHL Signed proof of delivery, and AVS match.
  • Communication where cardholder confirms he is in possession of the goods.
  • Explanation why shipment was delayed.

Digital Goods:

  • Confirmation E-mail.
  • Description of the digital goods and the date and time they were purchased and downloaded.
  • Record of previous non-disputed payments.

Services:

  • Proof that the cardholder received the service at the agreed date and time.
  • Confirmation Email.
  • Communication with the Cardholder after the payment.

Cancelled recurring transaction

A recurring transaction was processed after it was cancelled or that the cardholder's account was closed 

To remedy this chargeback upload: 

Merchandise:

  • Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that the cardholder did not return the merchandise.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.

Digital Goods:

  • Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.

Services:

  • Proof that the services where used between billing date and the cancellation date.
  • The Cardholder requested cancellation for a different date and services were provided until this date.
  • Proof that cardholder is still interested in service.

Goods not as described/defective

The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.

To remedy this chargeback upload: 

Merchandise:

  • Proof that cardholder has not contacted you to solve the issue or returned the merchandise.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.
  • If the merchandise was replaced/repaired, provide a DHL signed proof of delivery.
  • Email communication with cardholder.

Digital Goods:

  • Proof that cardholder has not contacted you to solve the issue.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.

Services:

  • Proof that cardholder has not contacted you to solve the issue.
  • Evidence to prove that the service was as described.

Counterfeit merchandise

The merchandise was identified as counterfeit by the customer or a 3rd party such as customs agency.

To remedy this chargeback upload: 

Merchandise:

  • Copy of invoice.
  • Neutral third-party opinion.
  • Certificate of authenticity.

Digital Goods:

  • Copy of invoice.
  • Neutral third-party opinion.
  • Certificate of authenticity.

Services:

  • Copy of invoice.
  • Neutral third-party opinion.
  • Certificate of authenticity.

Misrepresentation of the purchased good and/or service

The cardholder claims that the terms of sales (terms and conditions) were misrepresented.

To remedy this chargeback upload: 

Merchandise:

  • Proof that your Terms and Conditions were clearly communicated before transaction was processed.
  • Proof that cardholder acknowledged merchant's Terms and conditions (for example, screenshot of the check-out page of your website where it is visible that cardholder accepted the T&C by clicking a tick box before proceeding to payment).

Digital Goods:

  • Proof that your Terms and Conditions were clearly communicated before transaction was processed.
  • Proof that cardholder acknowledged merchant's Terms and conditions (for example, screenshot of the check-out page of your website where it is visible that cardholder accepted the T&C by clicking a tick box before proceeding to payment).

Services:

  • Proof that your Terms and Conditions were clearly communicated before transaction was processed.
  • Proof that cardholder acknowledged merchant's Terms and conditions (for example, screenshot of the check-out page of your website where it is visible that cardholder accepted the T&C by clicking a tick box before proceeding to payment).