Adyen Chargebacks

To view all outstanding Adyen chargebacks, we must log into the Adyen portal.

Once in the portal, you will select ‘Risk’ and then ‘Disputes’. This section is available in both UK and IE and we must ensure both are being checked.

Once we have viewed all outstanding chargebacks in the portal, we must open the ‘Chargeback Listings’ sheet, as this is where all chargebacks will be logged. This excel sheet can be found in the F-Drive and in the Common folder. Please type in ‘Chargebacks Listing’ and then open the excel sheet:

This excel is password protected: Cheeseandcrackers1!

Step by step guide to completing Adyen chargebacks

1. Look up the order number in coa3 (this will already be marked as chargeback received by Adyen)

2. Call Log on the order ‘CHARGEBACK RECEIVED’ and select the box.

Ø  If this is for a 1 item, log on the order line

Ø  If there is multiple despatched, log against the item or ‘CHARGEBACK RECEIVED FOR ITEMS DESPATCHED FROM 0’

3. Screenshot (snipping tool) the tracking information next to the order details and paste this into a word document (see below). Add in the order summary at the bottom of the word document.

4.   Save the file into the Chargeback Folder in Team Marcus (F-Drive) and change to a PDF format before saving. Please note, you will NOT be able to upload the document on Adyen if this is in a different format.

5. Enter all details from coa3 & dispute into the Chargebacks Listings excel sheet:

6.   Before submitting the information to Adyen for the chargeback, it is important you block the details being used. Click on the ‘Payments PSP Reference’ and scroll down to the Fraud Control section – please note it is important we DO NOT block the billing address, or any collection locations (schuh store, UPS Access Point, Collect+, ASDA toyou etc.). This would be classed as a major error so please be extra vigilant.

7. In order to upload the evidence gathered, click on the ‘Dispute PSP Reference’ and then ‘Handle Chargeback’ on the right hand side. The portal will then prompt you to submit the evidence via ‘Additional Information’.