Chargeback uploader

Chargeback uploader allows merchants, who use non M-Level acquiring, to upload their chargebacks in the Adyen platform. This allows for multiple aspects of revenue protect to leverage this data, including shopperDNA, risk calculator, case management, and risk reporting. Note that the chargeback uploader does not allow for dispute management via the Customer Area. Merchants must still dispute chargebacks directly with their external acquirer.  

Accessing the Chargeback Uploader

Chargeback uploader is available via the Disputes section at the merchant level. Users with the Upload Chargebacks role assigned to their user account can access the upload tab.

Uploading Chargebacks

While the Chargeback Uploader is available at the merchant level, note that chargebacks can be uploaded for any payments within that company. It is not necessary to upload chargebacks for each merchant account separately. 

The uploader accepts CSVs of 1,000 payments or less at a time. The following headers are required in the CSV:

Fields Required Description
pspReference (tick) This field is mandatory for all chargebacks. It is the pspReference number of the transaction that had the chargeback.
amount (tick) This field is optional. By default, the full transaction value is used for the chargeback. If a partial chargeback occurred, this field should be provided.
reason (tick) This field is optional and can be used to provide more context behind the chargeback. This is only used for customer area visualization.

Possible Error Responses

Multiple errors can occur during upload. The following are the possible error responses and their cause:

  • The CSV file cannot be parsed.

  • The uploaded file is not a CSV file.

  • The uploaded file might contain a virus.

  • The user does not have permission to upload a chargeback file.

  • A user tries to upload a chargeback with a pspreference for a payment that is not for their company.

  • The pspReference is not in our system.

  • The chargeback amount is higher than the captured amount.

Questions

Can't find something you are looking for? Look at our FAQ for answers or send an email to support.