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Raise a dispute for non-delivery of goods or services

Learn how to raise disputes for goods or services that were not delivered.

If your cardholder has a dispute based on non-delivery of goods or services, and they made efforts to contact the merchant responsible for providing those goods or services without resolution, they can ask you to raise a dispute on their behalf.

Before you raise a dispute on behalf of a cardholder, make sure the merchant has not already provided a refund for the disputed transaction.

Requirements

Before you begin, take into account the requirements, limitations, and preparations described under Raise disputes.

1. Raise a non-delivery dispute

  1. Find the transaction ID for which you want to raise the dispute.
    You can find a transaction ID in one of the following locations:

  2. Make a POST /disputes request, specifying the following parameters:

    Parameter Type Required Description
    description string Your reference for the dispute. The description appears in dispute webhooks for your information. Do not include any personally-identifiable information (PII) in this field. Maximum length: 50 characters.
    disputedAmount object The amount for which you dispute the transaction. The disputed amount cannot be greater than the transaction amount. If you do not provide an amount, the entire transaction amount will be disputed.
    disputedAmount.currency string The three-character ISO currency code. Required if the disputedAmount object is included with the dispute.
    disputedAmount.value integer The amount of the transaction, in minor units. Required if the disputedAmount object is included with the dispute.
    notDeliveredInfo object -white_check_mark- The object containing additional information for raising a dispute of type notDelivered. Required for disputes of type notDelivered.
    notDeliveredInfo.agreedDeliveryLocation string The delivery location specified by the cardholder. Required if deliveredToWrongLocation is true. Maximum length: 500 characters.
    notDeliveredInfo.dateOfCancellation string If the cardholder was charged for goods or services that they cancelled: the date in YYYY-MM-DD format when the undelivered goods or services were cancelled.
    notDeliveredInfo.deliveredToWrongLocation boolean Indicates goods were delivered to the wrong location. Possible values: true, false.
    notDeliveredInfo.descriptionOfIssue string -white_check_mark- Your description of the issue for raising a dispute of type notDelivered. Maximum length: 2500 characters.
    notDeliveredInfo.didCardholderReturn boolean Indicates if the cardholder returned the goods to the merchant. Possible values: true, false.
    notDeliveredInfo.isDeliveryLate boolean Indicates if the goods or services were delivered late. Possible values: true, false.
    notDeliveredInfo.isMerchantBankrupt boolean Indicates if the transaction was processed by a bankrupt merchant. Possible values: true, false.
    notDeliveredInfo.isNonFiatOrNft boolean Indicates if the transaction is non-fiat or non-fungible token (NFT) related. Possible values: true, false.
    notDeliveredInfo.lastExpectedDate string -white_check_mark- The date the merchandise or service was expected to be delivered in YYYY-MM-DD format.
    notDeliveredInfo.whatWasNotDelivered string -white_check_mark- The type of product that you expected to receive. Possible values: goods, services.
    notDeliveredInfo.whoCancelled string The party that initiated the cancellation of the transaction. Possible values: merchant, cardholder.
    transactionId string -white_check_mark- The unique reference of the transaction for which you are raising the dispute.
    type string -white_check_mark- The type of the dispute. When raising a dispute for undelivered goods or services, the value must be notDelivered.

  3. Make a note of the dispute id in the response. You need this ID to provide supporting information as an attachment, update the dispute, submit the dispute for non-delivery of goods or services, close the dispute, or follow the lifecycle of the dispute.

    The response includes the following additional parameters:

    Parameter Type Description
    arn string The unique Acquirer Reference Number (arn) generated by the card scheme for each capture. You can use the arn to trace the transaction through its lifecycle.
    id string The unique identifier of the raised dispute.
    status string The current status of the dispute. You can update a dispute to submitted or closed. Possible values: draft, submitted, closed, won, chargeback, secondChargeback.

    Adyen sends a balancePlatform.dispute.created webhook to your server for the dispute with a status of draft.

2. Upload attachments (optional)

We recommend that your cardholder upload supporting documentation, such as receipts, communication with a merchant, or any additional documents that would help the card scheme when they are reviewing the dispute.

When you present the screen to cardholders to upload attachments, make sure they know which file types we support (JPEG, PDF, TIFF).

  1. Base64-encode any attachments the cardholder provides for upload with their dispute.

  2. Make a POST /disputes/{disputeId}/attachments request, specifying the disputeId as a path parameter and the following request parameters.

    Parameter name Type Required Description
    attachmentType string -white_check_mark- The type of information contained in the attachment.
    Possible values:
    • receipt
    • correspondence
    • other
    fileName string -white_check_mark- The name of the attachment, including its filename extension. Minimum length: four characters, Maximum length: 17 characters, including the extension type.
    Supported filename extensions:
    • jpeg
    • pdf
    • tiff
    Examples:
    • airfare24_03.jpeg
    • hotel24_0315.jpeg
    content string -white_check_mark- The content of the image. An attachment must be Base64-encoded data, with a maximum file size of 2 MB.

  3. In the response, note the attachmentId. You need the ID if you want to later get the attachment, or delete the attachment.

    Parameter name Type Description
    attachmentId string The unique identifier of the attachment.

3. Review the dispute

You should allow your cardholder to review their dispute. This allows the cardholder time to make sure they have captured all information correctly. The cardholder can then confirm they want you to submit the dispute to the card scheme on their behalf, or decide to make edits to their dispute.

  1. Make a GET /disputes/{id} request, specifying the dispute id as a request parameter.

  2. Present the details of the dispute to your cardholder.

4. Edit dispute details (optional)

If the cardholder wants to make any changes to the information they provided in their dispute, you can make a request to update the dispute.

  1. To update information in your dispute, make a PATCH /disputes/{id} request, specifying the dispute id as a path parameter, and supplying updated information in the following request parameters:

    You do not have to provide the complete dispute object in your PATCH request.

    Parameter Type Description
    notDeliveredInfo object The object containing additional information for raising a dispute of type notDelivered. Required for disputes of type notDelivered.
    notDeliveredInfo.agreedDeliveryLocation string The delivery location specified by the cardholder. Required if deliveredToWrongLocation is true. Maximum length: 500 characters.
    notDeliveredInfo.dateOfCancellation string If the cardholder was charged for goods or services that they cancelled: the date in YYYY-MM-DD format when the undelivered goods or services were cancelled.
    notDeliveredInfo.deliveredToWrongLocation boolean Indicates goods were delivered to the wrong location. Possible values: true, false.
    notDeliveredInfo.descriptionOfIssue string Your description of the issue for raising a dispute of type notDelivered. Maximum length: 2500 characters.
    notDeliveredInfo.didCardholderReturn boolean Indicates if the cardholder returned the goods to the merchant. Possible values: true, false.
    notDeliveredInfo.isDeliveryLate boolean Indicates if the goods or services were delivered late. Possible values: true, false.
    notDeliveredInfo.isMerchantBankrupt boolean Indicates if the transaction was processed by a bankrupt merchant. Possible values: true, false.
    notDeliveredInfo.isNonFiatOrNft boolean Indicates if the transaction is non-fiat or non-fungible token (NFT) related. Possible values: true, false.
    notDeliveredInfo.lastExpectedDate string The date the merchandise or service was expected to be delivered in YYYY-MM-DD format.
    notDeliveredInfo.whatWasNotDelivered string The type of product that you expected to receive. Possible values: goods, services.
    notDeliveredInfo.whoCancelled string The party that initiated the cancellation of the transaction. Possible values: merchant, cardholder.
    status string The status of the dispute. You can update the status of a raised dispute from draft to submitted or closed. Possible values: submitted, closed.

  2. Present the updated dispute details from the response to your cardholder.

5. Submit the dispute

If your cardholder is satisfied with the information they provided for the dispute, they can confirm they want you to submit the dispute to the card scheme for review and a chargeback, if successful.

When you submit a dispute to the card scheme, you can no longer update the dispute, upload or delete attachments, or close the dispute.

  1. Make a PATCH /disputes/{id} request, specifying the dispute id as a path parameter, and include status with a value of submitted as a request parameter.

    A successful response includes the dispute object, with an updated status of submitted. Adyen also sends your system a balancePlatform.dispute.updated webhook with the updated status.

  2. Notify the cardholder that their dispute has been submitted.

6. Process webhooks for status changes

  1. Process balancePlatform.dispute.updated webhooks, looking for changes in the status of your raised dispute.

  2. If the status of a dispute changes to chargeback or secondChargeback, inspect balancePlatform.transfer.created webhooks for the matching Acquirer Reference Number (arn), and reconcile balances for the cardholder's balance account.

    • Lifecycle of a raised dispute describes in more detail how status changes for disputes are communicated to your system through Adyen webhooks, and how balance mutations are recorded in the Balance Platform Accounting Report.
    • Associating IDs throughout the dispute lifecycle describes the various IDs you should refer to when correlating original transactions, acquirer reference numbers, and dispute IDs to your raised disputes.

See also