Possible solutions
7.2 Defending chargebacks
• Merchant's can most times defend chargebacks through their Adyen
customer area. They can click into each Dispute in the Disputes
section of their Adyen back office. After clicking into a dispute their is
a tool where merchant's can upload documentation to defend a
chargeback
• Once uploaded this material gets passed on to our acquiring partners
who pass it on to Mastercard and Visa. Examples of defence material
can include extract logs, signed courier or delivery company dockets
or invoices and emails or communcations from the shopper admitting
they received the goods.
7.3 AVS – America & UK only
• If a merchant provides goods or services to shoppers with USA or UK
issued cards then we recommend that AVS is used at all times. AVS is
still not well implemented in other parts of Europe therefore we do not
recommend its use.
7.4 3D Secure
• Adyen always recommends the use of 3D secure. Long term, Adyen
sees the use of 3D secure as a key way to stop fraud. 3D secure may
lead to a higher refusal rate however will lower merchant's fraud
rates. If a merchant's would like to test 3D Secure then Adyen can
activate it (very easily) for a test period and merchant's can then
analyse their conversion rates during the test period. It is also very
easy to de activate if you believe it is having a strong impact on your
conversion rates.
• It is important to understand that even if a merchant has initiated 3D
secure its fraud level will still be monitiored by the schemes. Although
it would not be receiving chargebacks and therefore cannot be an
excessive chargeback merchant it is possible (& has occurred) that a
merchant with 3D Secure can be placed in the Visa & Mastercard
fraud program.
• There is an automatic liability shift to the issuing banks for personal
cards once 3D secure has been initiated by a merchant, however if a
merchant has excessive chargebacks and fraud then the schemes
may open up a six month window where the liability for chargebacks
shifts from the MasterCard and Visa to the merchant.
16 Copyright © Adyen B.V. 2012
