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Manage disputes

After you receive a chargeback you can either accept it, or defend against it.

Before you begin

If you want to defend against a dispute, you should:

Video tutorial

For a quick overview of how to manage disputes, you can watch a video here:

View disputes

View a dispute to get more information about it, and decide whether to accept or defend against it.

  1. Log in to your Adyen Customer Area.
  2. Select a merchant-level account.
  3. Go to Risk > Disputes.
  4. Click the Dispute Psp Reference.
    This shows you the information relating to the dispute.

If a dispute is invalid, the Adyen auto-defense is triggered. When a dispute is defendable you have an option to accept or upload defense material. Some disputes are not open for defense, check our FAQ for the possible reasons.

Accept disputes

Accept the dispute to avoid a lengthy (and possibly costly) dispute process, especially if you agree with the dispute, for example, if the transaction is known to be fraudulent.

You may want to accept the dispute if:

  • Your supporting documents do not satisfy the defense document requirements.
  • The transaction amount is not high enough to spend resources on compelling evidence.
  • The transaction amount does not outweigh the risk of losing the chargeback fee for the second booked chargeback.
  • The transaction is known to be fraudulent.
  • The shopper has returned the goods, or you have failed to deliver the goods.

You can accept the chargeback in the your Adyen Customer Area. Once you accept, the final status will be Chargeback and dispute cycle ends. To indicate that you have accepted, the journal line DisputeDefensePeriodEnded will be booked.

Defending disputes

Defend against disputes where you have evidence that the transaction is valid, or the transaction amount is high. If you defend against the chargeback, the dispute will move through the entire cycle which will be a lengthy, and possibly costly, process.

A chargeback fee is charged for every booked chargeback. Therefore, we strongly advise you to only defend a chargeback when you have sufficient compelling evidence.

You are allowed to upload defense documents at the following stages:

  • Request for Information stage.
  • the 1st chargeback stage.

For the defense material to qualify, you must upload it within the given time frame and it should meet the requirements of the reason code.

You will generally defend a dispute when:

  • You have enough compelling evidence based on the chargeback reason code.
  • The transaction amount is high.

Upload your document to the dispute details page in a PDF, JPG, or TIFF file. The status of the dispute then changes to InformationSupplied.

Your rebuttal is reviewed by an employee of the bank (and by Visa or Mastercard later in the dispute process). You must include valid arguments to prove that you have delivered the service helps them to understand your claim in an efficient way. For more guidance, download our rebuttal template.

Adyen Auto-defense for disputes

Adyen will automatically dispute applicable chargebacks with no action needed on your part.

These chargebacks include:

  • Already refunded transactions (in which the refund occurred before the chargeback was sent).
  • Situations in which there is a liability shift (such as with 3D Secure or Apple Pay payments).
  • Chargebacks that include technical errors that invalidate them (such as when a chargeback is sent outside of the timeframe allowed by the schemes).
  • The 16th fraudulent chargeback on the same card for Mastercard.
  • Chargebacks not applicable to your MCC code.
  • All duplicate chargebacks (If the bank exercises two or more chargebacks for the same payment).