All chargeback notifications are sent to the email address(es) associated with the store’s (merchant’s) account. Once a dispute is initiated, the merchant will receive a notification from [email protected], containing key details about the dispute, including the reason code.
Dear Merchant,
A chargeback has been filed against your merchant account. To ensure the dispute remains valid, we strongly advise submitting your response promptly, and within the response due date indicated.
Please be aware of our dispute processing times fall within Monday through Friday, 9 AM to 4:30 PM EST, excluding statutory holidays.
Date: 07/28/25
Amount: 300.00 CAD
Card Summary: (Last 4 digits of the card used to process transaction)
Reference Number: CQ3P*****R3QZX3 (Dispute PSP Reference as provided by Adyen)
Original Reference: MP8X*****M9PV7G3 (Original Payment Transaction Reference as provided by Adyen)
Reason: No Cardholder Authorisation (Dispute Reason Code, as provided by the card scheme)
Defense Period Ends At: 09/03/25 (Due Date/reply by date, past which we won’t be able to defend this chargeback)
Days Remaining To Fight: 36
This matter requires immediate attention. Please reply to this email as soon as possible to dispute or accept the chargeback.
For any questions, reply to this email or call us at +1 844 846 4004.
Thank you,
The Chargebacks Department is copied in the notification thread, so merchants should always reply-all to [email protected] when submitting defense materials. Once received, our team uploads the materials directly to our sponsoring bank (Adyen) for review.
Suggested Documentation for Chargeback Rebuttals
Because each dispute is different, there’s no one-size-fits-all submission example. That said, I’d be happy to walk you through a defense strategy tailored to any specific case. Generally, we recommend including the following:
Invoices, contracts, or signed sales slips
Proof of delivery (ideally signed)
Any correspondence with the cardholder
Signed agreement or terms and conditions
A written explanation of the transaction and a copy of the guest's ID
Any evidence linking the cardholder to the transaction
Understanding the dispute reason is crucial — tailoring your defense around what the cardholder is specifically contesting will significantly strengthen your case.
File Format and Submission Guidelines
To ensure compatibility with Adyen’s portal, please note the following document requirements:
Language: All documents must be in English
Format: PDF preferred (max size: 2MB); JPG/TIFF also accepted (max size: 10MB)
Layout: A4 (21 x 29.7cm) or US Letter (8.5 x 11")
Screenshots: If included, embed them within the PDF