Manual Adyen Merchant (page 9 of 15) (English)

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Disputes

is only visible if you have selected a Merchant account (see Account Structure). By

clicking on the payment reference you can review the original payment. Clicking on the

dispute reference shows you the information relating to the dispute. If a dispute is

defendable you will have the option to upload defense material.

Defending Disputes

If a dispute starts with a “notification of chargeback” (NOC) or a “request for information”

(RFI) (i.e. not directly as a “chargeback”), you have the option to defend against the

chargeback by supplying dispute defense material. For the defense material to qualify it

should be uploaded within 12 days of the RFI/NOC. Depending on the product you are

selling and the dispute reason you should document:

• Proof of purchase (order information, checkout logs).

• Information about the shopper (personal details, id, telephone number, IP, account

verification email, etc...).

• Proof of delivery / fulfillment (delivery tracking log, product registration).

This information should be compiled in a Microsoft Word / OpenOffice Writer document or

a PDF file and uploaded on the dispute details page. The status of the dispute will then

become InformationSupplied. Note that only one document can be uploaded and that the

document should be formatted as A4 or US Letter size in portrait mode.

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Adyen Merchant Manual

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