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  Documentation

ELO chargebacks

Learn about the ELO chargeback process and provides you with guidelines to dispute a chargeback.

Overview

The ELO chargeback flow consists of the following steps:

  1. Request For Information 
    Merchant upload is possible.
  2. First chargeback
    Merchant upload is possible.
  3. Pre-arbitration (chargeback)
  4. Adyen review of Pre-arbitration
  5. Arbitration case filing

Request For Information (RFI)

A Request For Information (RFI) is initiated when the cardholder does not recognize/does not agree to a charge and requests more information from their bank. It can also be exercised as a fraud analysis request where the real cardholder does not acknowledge the transaction.

At this point, funds are not yet deducted from your account.

ELO transaction receipt RFI reasons

Code Message
01 Request for copy related to the transaction
03 Cardholder request for copy related to the transaction due to dispute
04 Fraud analysis request
05 Good faith investigation.

Recommendations

04 code Fraud analysis request: Block the delivery of the goods, if possible, and block the shopper from performing any future payments for fraudulent cases.

Other codes: Upload information that may help the cardholder to recognize the charge or that can support the merchants position that the transaction is valid. Upload information within 18 days.

For physical goods

  • Order confirmation/copy invoice.
  • Proof that goods are delivered (DHL/UPS signed proof of delivery).

For digital goods

  • Order confirmation/copy invoice.
  • Proof that services are downloaded/used (date and time of download, IP address, and email address that was used for the download).

First chargeback process

  1. The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the dispute reason.
  2. We assign it to you for review in the Disputes tab of the Customer Area, or inform you in a notification
  3. NotificationOfChargeback journal is created. The Chargeback journal is only booked after the Merchant receives the actual debit from the disputed amount.
  4. You review the chargeback and decide to accept or dispute it:
    • Accept the dispute it in the Adyen Customer Area. The case will then be closed for defense.
    • Defend the dispute by uploading relevant defense documents (see Dispute reason codes) to the Customer Area or Adyen's Dispute API within 18 days.

If you decide to defend the dispute:

  1. Address the reason code and upload information that can support your position. Uploading an overview of the order details is not enough. 

    There is no opportunity later in the process to provide information (unless this information was not available before).

  2. After you have submitted the defense material, it is irreversible and is sent (through the credit card network) back to the issuing bank.
  3. Depending on the chargebacks reason code, Adyen will book a Chargeback reversed journal.

Pre-arbitration (chargeback)

  1. The cardholder can challenge your evidence and their bank will send a pre-arbitration (second chargeback) to Adyen within 30 days of the merchant upload date (Information Supplied date).

    Pre-arbitration chargebacks are initiated by the bank only.

  2. In most cases, the cardholder insists that the chargeback is valid (after reviewing merchants evidence) and requests their bank to continue the dispute.
  3. The Adyen Chargeback Team reviews the pre-arbitration chargebacks and responds by either accepting or declining them:
    • If Adyen accepts the case, the merchant will be debited for the disputed amount and a SecondChargeback journal will be booked.
    • If the Pre-arbitration is declined, the bank can pursue it to the final stage of the dispute cycle by escalating it with ELO (Arbitration case filing). 

Arbitration case filing

At Arbitration case filing stage, the ELO chargeback committee will:

  • Review the chargeback and provide a ruling.
  • Review the cardholder’s claim and the merchant's documents.
  • Compare them with the ELO regulations.

The party that did not meet the dispute conditions and requirements will lose the chargeback and will be held liable for a filing fee of USD 500 (the fee is charged on top of the dispute amount). 

Adyen is not responsible if the card scheme rules in favor of the cardholder.

Reason codes and guidelines

For a list of ELO dispute reason codes, see Dispute reason codes.