Disputes
3 Disputes
At some point when fulfilling orders a shopper may dispute a payment. A shopper may
contact you directly, in which case you can come to a solution with the shopper and
possibly perform a (partial) refund of their payment. Alternatively a shopper may raise
the dispute directly with their issuer/bank. In this case you will manage the dispute
through Adyen.
The circumstances under which a payment can be disputed vary depending on the the
payment method. Regular bank transfers or iDEAL payments cannot (normally) be
reversed, whereas direct debits and card payments can be. Depending on the type and
stage of the dispute you may be able to defend it.
Dispute Statuses in the Adyen System
Illustration 2: Dispute Statuses in the Adyen System
Receiving Dispute Notifications
Adyen will notify you using the Notification Service of any disputed payments. You can
use these notifications to alert staff of (pending) chargebacks so that they can take
appropriate action. The Adyen Merchant Integration Manual describes the technical
details of receiving notifications.
Dispute Events
• REQUEST_FOR_INFORMATION
Information requested for this payment .
• NOTIFICATION_OF_CHARGEBACK
Chargeback is pending, but can still be defended .
• ADVICE_OF_DEBIT
Not currently used.
• CHARGEBACK
Payment was charged back. This is not sent if a REQUEST_FOR_INFORMATION or
NOTIFICATION_OF_CHARGEBACK notification has already been sent.
• CHARGEBACK_REVERSED
Chargeback has been reversed (cancelled).
Viewing Disputes
Any disputes are listed in the CA Backoffice under the Disputes menu. The Disputes menu
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