In this guide:
Note: If you have not yet set up notifications for chargebacks (for yourself or a relevant team member), please see our guide apaleo Payment: Adyen Login and Notification Activation.
Here is Adyen's blog post about chargebacks.
Handling and defending a chargeback in the Adyen Customer Area
Adyen sends out notifications directly to you, when a guest claims back a payment. Once you receive such notification, please log in to your Adyen merchant account to view the details there:
Risk > Disputes.
- Click the Dispute PSP reference, first column, to access the details of a specific chargeback.
- After reviewing the details, you can click the blue button Handle chargeback on the top right.
Here you have two options.
- Compelling Evidence
You have the opportunity to upload all documents, screenshots and scans that you have available to prove that the chargeback is NOT justified. Provide Adyen with details that prove that the guest has stayed with you or consumed whatever you have charged him for.
Depending on the payment method you have 14-40 days to provide compelling evidence, before the chargeback is confirmed.
- Accept chargeback
If the chargeback is justified or you already know that the transaction is fraudulent, choose this option.
- Compelling Evidence
Managing Chargebacks in Apaleo
Currently, chargebacks cannot be reflected automatically in Apaleo. If you do not take action in the folio, the original payment will keep appearing as successful.
If a payment is subject to a chargeback, you will not be able to refund the payment in Apaleo, in order to balance/correct your folio.
So if a chargeback is successful from the guest's perspective, meaning you have lost the dispute or have agreed to it, you will have to post a manual refund in the Apaleo folio. The refund via the three dots will not work.
Post such a manual refund by selecting: Actions > Refund > Payment. Then select the correct payment method and enter the respective amount.
Once completed, the amount of the original payment is balanced in your Apaleo accounting. Please consider discussing these cases individually with your accounting department to also verify how to handle the charges (accomodation/F&B etc.), that remain "unpaid", after refunding the payment manually.
Note on Chargeback service fees
For every Chargeback, a non-refundable Chargeback Service Fee will be charged to the Merchant as set out in the Merchant Agreement with the payment processor. These costs are associated with processing a chargeback, and are not affected by the outcome. This means that even in cases where you successfully defend a chargeback and get the money back, you will not be refunded the Chargeback Service Fees.