A chargeback occurs when a payment is reversed after a customer disputes a charge on their account statement. You can follow the steps below to find out more.
Please note a notification will not pop up when a chargeback occurs, so we would recommend you frequently check your chargebacks report to make sure you don't miss any disputes!
TOP TIP: Why not bookmark the URL to the Chargeback report on your Browser! Then each morning you can quickly open up the bookmark to check in for any new disputes.
How can I track my chargebacks?
Chargebacks report:
By heading to Reports > Finance > Chargebacks, you will access a page where you can track any chargebacks that have occurred for your site. Here is where you can also go to upload supporting documents to defend a chargeback if needed. The page is divided into three tabs, each showing a different type of case information:
Chargebacks
The chargebacks tab displays all chargeback cases raised by cardholders or their banks.
From this tab, you can filter cases by:
Date range: The default range is set to the last 30 days, but you can adjust it by clicking on the date filter and selecting a different range.
Payment method: Lists all available payment methods, allowing you to select the ones you wish to filter by (e.g., Mastercard, Visa, etc.).
Reason: Displays various reasons you can filter by, such as:
Fraud
Consumer dispute
Processing error
Request for information
Authorisation error
Adjustment
Other
The table is organised into several columns, allowing you to easily view key details such as Respond by, Opened on, Payment method, Reason, Currency, and Disputed amount.
Fraud Alerts
The fraud alerts tab lists any fraud notifications received, allowing you to review potential fraudulent transactions and take necessary actions.
You can filter cases by:
Date range: The default range is set to the last 30 days, but you can change this by clicking on the date filter and selecting a different range.
Payment method: Displays all available payment methods, allowing you to choose the ones you want to filter by (e.g., Mastercard, Visa, etc.).
The table is divided into several columns, such as Opened on, Payment method, Reason, Currency, and Total payment amount.
Ongoing & Closed
The ongoing and closed tab shows both active and resolved cases, helping you track progress and view historical records for reference.
From this tab, you can refine your view by applying the following filters:
Date range: The default range is set to the past 30 days, but you can modify it by clicking on the date filter and selecting a different range.
Payment method: Shows all available payment methods, allowing you to choose the ones you’d like to filter by (e.g., Mastercard, Visa, etc.).
Reason: Provides a list of reasons you can filter by, including:
Fraud
Consumer dispute
Processing error
Request for information
Authorisation error
Adjustment
Other
The table is divided into several columns, such as Status, Opened on, Payment method, Reason, Currency and Disputed amount.
When filtering by a specific date, if you have chargebacks, they will appear with their respective statuses, as shown in the example below:
Chargeback Statuses and Defence Process
Chargeback Statuses
Undefended: A formal chargeback has been raised (your funds have been debited), and no defence has been submitted yet.
Pending: You or Adyen have submitted defence materials, and the issuing bank/scheme is reviewing the case.
If a chargeback is in a “Pending” status on the chargebacks report and you cannot upload any supporting documents then this could be due to the fact that the chargeback was auto defended so in this case you wouldn’t need to upload any supporting documents as there is nothing for you to do here because it is being auto defended on your behalf already.
Won: Your defence was accepted (or the chargeback was withdrawn by the cardholder), and the disputed funds have been returned to you.
Lost: Your defence was rejected, or no defence was submitted. This represents a final negative outcome, and the funds remain with the cardholder.
Defending a Chargeback
When a cardholder’s bank issues a chargeback, you can choose to defend it by submitting supporting evidence rather than accepting it.
Here’s how the process works:
The dispute begins in Undefended status, which means you still have time to submit evidence.
Once evidence is submitted, the status changes to Pending, meaning it’s under review by the issuer or scheme.
If your defence is accepted (or the issuer’s response period expires), the case moves to Won.
If your defence is declined or not submitted in time, the status becomes Lost.
⏳ Deadline: You must submit evidence before the deadline shown in your dispute details. Missing this deadline means you forfeit your right to defend the chargeback.
What evidence is needed?
Depends on the chargeback reason (e.g., proof of delivery for “goods not received”).
Evidence must be in accepted formats (PDF, JPG, TIFF) and meet scheme-specific size/page limits.
One defense document per chargeback, carefully matching the reason code’s requirements.
After evidence submission
Adyen forwards evidence to the cardholder’s bank/issuer.
The issuer reviews and either accepts or rejects your defense.
Outcome: Won (funds returned to you) or Lost (funds kept by issuer).
Transaction report:
From the Transactions report, you can view any chargebacks that have occurred. To do this:
Go to Reports > Finance > Transactions
Filter by a transaction date
Click Add filter > Charge type > Chargeback
If there are any chargebacks for the selected period, they will appear in the report, as shown in the example below:
Please note: No order reference will be displayed if the chargeback is linked to a membership order.
The amount shown in the Transactions report will differ from the amount displayed in the Chargebacks report, as fees are included in the chargeback amounts in the Transactions report. These fees can vary depending on your site’s location and currency.
To see the fees applied to each charge, please head to the section Payout report.
To identify which payout includes the chargeback fees:
In the Transactions report, filter the Charge type by Chargeback (as explained above).
Click Export to download the report.
In the Excel file, locate the column called "Payout date" (AA) > this shows the payout that includes the chargeback fees.
This way, you’ll know exactly which payout to review.
Payout report:
On the Payout report, you can find the fees charged for your chargebacks by following these steps:
Go to Reports > Finance > Payouts
Click Add filter and toggle on "Payout date"
Select the date you want to review and click View
Once on the payout, on the Summary section, you should see a line called "Chargebacks"(if this payout includes chargebacks), as shown below:
When scrolling down to the Transactions section on the Payout report, the amounts displayed are as follows:
Gross amount: The amount disputed by the customer, corresponding to the amount shown on the Chargebacks report (in red).
Fees amount: The total fees applied for that chargeback (in blue).
Total: The overall cost of the chargeback, which corresponds to the amount shown in the Transactions report (in green).
Please note: No order reference will be displayed if the chargeback is linked to a membership order.