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Dispute flow and process

Review the general flow and learn how the dispute process works.

A dispute goes through a number of stages after it is raised by a shopper. Before you defend a dispute, it is important to understand how the dispute process works.

Dispute process

The process can begin with:

  • Optional: Notification of Fraud - To notify you of fraud activity, Adyen sends equivalent of a Visa TC40 and Mastercard SAFE (System to Avoid Fraud Effectively) report. This is not a dispute, and no money is withdrawn from your account. This transaction can become a chargeback if there is no 3D Secure liability shift.
    Suggested actions:

    • Actively review the NOF and proactively issue refunds (to avoid a chargeback).
    • Block the shopper.
    • Stop the shipment of goods if possible.
  • Optional: Request for Information - The issuer requests more information about the transaction. At this stage, no money is withdrawn from your account. However, if you do not respond to the Request for Information in a timely manner, a chargeback may take place, and money may be withdrawn from your account. For more information, check our FAQ.
    Suggested actions:

    • Provide the requested transactional information to the issuer.
  • Notification of Chargeback - A Notification of Chargeback (NoC) may follow a Request for Information (RFI), or occur immediately after the transaction payment status is set to Settled or Refunded skipping the RFI step. In most cases, a chargeback is a next step after a NoC. It usually occurs a couple of days after the NoC.

From there, the dispute continues through the following statuses:

  1. 1st Chargeback - The disputed amount is withdrawn from your account. If you accept the dispute, or fail to upload your defense documents, this is the final status.
  2. InformationSupplied - Adyen receives the supporting documents and forwards them to the scheme. It is no longer possible to change these documents.
  3. ChargebackReversed - The disputed amount is transferred back to your account. The issuer is reviews the defense. If they accept, this is the final status.
  4. Pre-arbitration (Only Visa, Diners, and Discover) - If the issuer declines your defense, they open pre-arbitration, which Adyen will review. 
  5. 2nd Chargeback - If the issuer declines your defense, or Adyen accepts their pre-arbitration case, a second chargeback occurs. You can not upload defense documents. This is the final status.

General flow

The following diagram illustrates the flow of a dispute:

Defense timeframes

The timeframe (in calendar days) to exercise and defend a chargeback:

Status Visa Mastercard Amex Diners/Discover CUP JCB
Your response to RFI
(from RFI date)
18 18 14 18 n/a n/a
Bank exercise 1st chargeback
(from transaction date)
120 120 120 120 120 120
Your response to 1st chargeback
(from chargeback date)
18 40 14 40 25 40
Bank exercise 2nd chargeback
(from defense date)
30 45 n/a 30 20 45
Dispute closure
(from defense date)
60 After 2nd Chargeback After 1st Chargeback 60 After the 2nd chargeback After the 2nd chargeback