{"title":"Understanding and defending disputes","category":"default","creationDate":1779533780,"content":"<p>A dispute occurs when a cardholder disputes a payment and contacts their issuer to initiate a chargeback. Disputes can be categorized into the following groups:<\/p>\n<ul>\n<li>Fraud<\/li>\n<li>Consumer disputes<\/li>\n<li>Processing errors<\/li>\n<li>Authorization<\/li>\n<\/ul>\n<p>Whether a payment can be disputed depends on the payment method. For example, credit card payments can be disputed, but bank transfers cannot.<\/p>\n<p>When a dispute is raised by the issuing bank, Adyen will communicate this to you, and the dispute cycle starts. If you want to be notified when you receive a dispute, <a href=\"\/account\/notification-center\/#configure-notification-settings\">enable the Customer Area notification<\/a> for <strong>Chargeback notices<\/strong>.<\/p>\n<p>Before you manage disputes, it is important to understand:<\/p>\n<ul>\n<li>How the <a href=\"\/risk-management\/understanding-disputes\/dispute-process-and-flow\">dispute process<\/a> works.<\/li>\n<li>Which\u00a0<a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes\/#defense_requirements\">documents you must provide<\/a> to defend disputes.<\/li>\n<li>The <a href=\"\/risk-management\/chargeback-guidelines\">chargeback guidelines for issuers<\/a>.<\/li>\n<li>The <a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes\">reason codes<\/a>\u00a0you can receive for different dispute events.<\/li>\n<li>Within <a href=\"\/risk-management\/understanding-disputes\/dispute-timeframes\/\">what timeframe<\/a>\u00a0you must submit the required documents.<\/li>\n<\/ul>\n<p>When you understand the dispute process, you are ready to\u00a0<a href=\"\/risk-management\/manage-disputes\">manage disputes<\/a>.<\/p>\n<h2>Next steps<\/h2>\n<div class=\"next-steps\" id=\"next-steps\" >\n<a href=\"\/risk-management\/understanding-disputes\/dispute-process-and-flow\" class=\"next-steps__step\" style=\"width:29%;\" target=\"_self\"><div class=\"next-steps__title\">Dispute flow<\/div><p class=\"next-steps__body\"><p>Review the general flow and learn how the dispute process works.<\/p><\/p><\/a><a href=\"\/risk-management\/understanding-disputes\/dispute-timeframes\" class=\"next-steps__step\" style=\"width:29%;\" target=\"_self\"><div class=\"next-steps__title\">Dispute timeframes<\/div><p class=\"next-steps__body\"><p>Review the different timeframes for handling the dispute process.<\/p><\/p><\/a><a href=\"\/risk-management\/manage-disputes\" class=\"next-steps__step\" style=\"width:29%;\" target=\"_self\"><div class=\"next-steps__title\">Manage disputes<\/div><p class=\"next-steps__body\"><p>Learn how to review, accept or defend a dispute.<\/p><\/p><\/a><\/div>\n","url":"https:\/\/docs.adyen.com\/risk-management\/understanding-disputes","articleFields":{"description":"Learn how disputes work and how to defend them.","id":"47490896","_expandable":{"operations":""},"status":"current","last_edit_on":"24-09-2020 12:02"},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/understanding-disputes","title":"Understanding and defending disputes","content":"A dispute occurs when a cardholder disputes a payment and contacts their issuer to initiate a chargeback. Disputes can be categorized into the following groups:\n\nFraud\nConsumer disputes\nProcessing errors\nAuthorization\n\nWhether a payment can be disputed depends on the payment method. For example, credit card payments can be disputed, but bank transfers cannot.\nWhen a dispute is raised by the issuing bank, Adyen will communicate this to you, and the dispute cycle starts. If you want to be notified when you receive a dispute, enable the Customer Area notification for Chargeback notices.\nBefore you manage disputes, it is important to understand:\n\nHow the dispute process works.\nWhich\u00a0documents you must provide to defend disputes.\nThe chargeback guidelines for issuers.\nThe reason codes\u00a0you can receive for different dispute events.\nWithin what timeframe\u00a0you must submit the required documents.\n\nWhen you understand the dispute process, you are ready to\u00a0manage disputes.\nNext steps\n\nDispute flowReview the general flow and learn how the dispute process works.Dispute timeframesReview the different timeframes for handling the dispute process.Manage disputesLearn how to review, accept or defend a dispute.\n","type":"page","locale":"en","boost":18,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Understanding and defending disputes"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"\/risk-management\/understanding-disputes"},"levels":3,"category":"Risk Management","category_color":"green","tags":["Understanding","defending","disputes"]}}