Fraud chargebacks are hard to defend and win (no cardholder authorisation).
For a fraud chargeback your defense documents have to focus on proving that the person who made the purchase is the owner of the card that was used to make the purchase. A fraud chargeback means that the cardholder claims their card was used without their permission, so in a case of genuine fraud, a fraudster would make a purchase and order it to their address. This means that only proof of delivery is not enough, as the goods might have been delivered to the fraudster. What you need to prove is that this is not a genuine fraud and that the cardholder is the one that made the order and received the goods. As you can imagine this is very hard to prove and therefore fraud chargebacks should only be defended if there is strong compelling evidence that the cardholder is the person that participated in the transaction.
To create a strong defense document, the following information can be provided:
- Copy of invoice.
- Email conversation with cardholder.
- Record of previous non-disputed payments. It is important to show that a previous non-disputed payment had the same telephone number, IP, email or physical address.
It is important to understand, that the chargeback is always initiated by the customer and their bank (the issuer). Adyen only processes the information and facilitates the defense process. Adyen does not influence the chargebacks appearing in the portal and does not decide on their final outcome.
Also check out Understanding and defending disputes to get a deeper insight into the process of chargebacks and disputes. For useful tips on how to build your defense, check out this article: Defense requirements