Why did I receive a chargeback on a refunded transaction?

You can receive chargebacks on (fully) refunded transactions. The main reasons are:

• The refund and the chargeback happened around the same date and crossed each other.
• The issuing bank did not check the refund record before initiating the chargeback.

To avoid chargebacks, inform shoppers that you issued a refund and communicate the date, the amount, and the ARN number of the refund.

Additionally, for e-commerce credit card payments for Visa and MC, you can download a refund letter from the Adyen Customer Area and send it to the shopper.

If the refund will be issued on a future date, we recommend to clearly communicate its timeframe to the shopper.

Note: If you have received a chargeback on a transaction where a partial refund has occurred, and the refund amount is under %90 of the original transaction, Adyen will not auto-defend on your behalf. In those instances, you must defend the chargeback from your end.