What is a chargeback?
A chargeback is a refund initiated by the customer’s bank, often due to:
Fraud or unauthorised use of the card
Incorrect billing
The customer did not receive the goods or services
You can read more about chargebacks and how they work on Adyen’s website here.
If You Receive a Dispute Notification
If one of your customers initiates a dispute, you will be notified by email. The notification will include details of the transaction in question and the deadline by which you must respond. It will also contain a link that takes you directly to the booking related to the dispute.
Overview of Your Disputes
To manage chargebacks in Adyen, go to:
Settings > Payments > Adyen > Disputes
Here you’ll find different tabs showing:
Ongoing chargebacks
Fraud alerts
Open and closed chargeback
Options for Handling a Dispute
Accept the dispute
If you wish to refund the customer immediately, you can accept the dispute. The refund will then be processed automatically.
Dispute the Chargeback
If you believe the dispute is incorrect, you can choose to defend the refund. In this case, you will need to provide supporting evidence to validate the transaction. Refer to the section “How to Dispute a Chargeback” to see which information is essential for progressing the case.
How to Dispute a Chargeback
Find the payment reference
Use the payment reference and search under History to identify which booking the dispute relates to.
Check the Reason Code
Every dispute has a reason code that indicates why the customer is contesting the payment. This determines whether the dispute can be challenged and what supporting evidence is required. You can find all reason codes here.
