---
title: "PULSE chargebacks"
description: "Learn about the PULSE chargeback process and the guidelines to defend a chargeback."
url: "https://docs.adyen.com/risk-management/chargeback-guidelines/pulse-chargebacks"
source_url: "https://docs.adyen.com/risk-management/chargeback-guidelines/pulse-chargebacks.md"
canonical: "https://docs.adyen.com/risk-management/chargeback-guidelines/pulse-chargebacks"
last_modified: "2026-06-01T15:33:16+02:00"
language: "en"
---

# PULSE chargebacks

Learn about the PULSE chargeback process and the guidelines to defend a chargeback.

[View source](/risk-management/chargeback-guidelines/pulse-chargebacks.md)

PULSE disputes are routed into two flows, a default flow and a flow for fraud disputes with reason code 4868. The steps of the two flows are as follows:

**Default dispute flow**

1. [Notification of Chargeback](#noc-default)
2. [1st Chargeback](#1st-chargeback-default)
3. [Information Supplied](#information-supplied-default)
4. [Chargeback Reversed](#chargeback-reversed-default)
5. [Pre-arbitration](#pre-arbitration-default)
6. [2nd Chargeback](#2nd-chargeback-default)

**4868 Dispute flow**

1. [Notification of Chargeback](#noc-4868)
2. [1st Chargeback](#1st-chargeback-4868)
3. [Information Supplied](#information-supplied-4868)
4. [Pre-arbitration](#pre-arbitration-4868)
5. [Chargeback Reversed](#chargeback-reversed-4868)

In both flows, the funds are charged back, and you have **30 days** to defend the dispute or accept it.

## Default dispute flow

The following diagram shows the default PULSE dispute flow. This flow applies to all disputes [except those with reason code 4868](#4868-dispute-flow).

![Diagram of the default PULSE chargeback flow](/user/pages/docs/10.risk-management/21.chargeback-guidelines/pulse-chargebacks/pulse-default-dispute-flow.png)

The default dispute flow consists of the following steps:

1. [Notification of Chargeback](#noc-default)
2. [1st Chargeback](#1st-chargeback-default)
3. [Information Supplied](#information-supplied-default)
4. [Chargeback Reversed](#chargeback-reversed-default)
5. [Pre-arbitration](#pre-arbitration-default)
6. [2nd Chargeback](#2nd-chargeback-default)

### Notification of Chargeback

The issuing bank initiated a Notification of Chargeback (NoC). The NoC can occur immediately after the payment status changes to Settled or Refunded. We send you a [NOTIFICATION\_OF\_CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/NOTIFICATION_OF_CHARGEBACK) webhook. The dispute process has started, and money will be withdrawn from your account.

The chargeback debit usually occurs a few days after you receive the NoC.

### 1st Chargeback

The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the [dispute reason](/risk-management/understanding-disputes/dispute-reason-codes#pulse-chargebacks).

We assign the dispute to you for review in your [Customer Area](https://ca-test.adyen.com/) > **Revenue & risk** > **Disputes**. The **NotificationOfChargeback** and **Chargeback** journals are booked, and we send you a [CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/CHARGEBACK) webhook. At the same time, your account is debited for the chargeback amount.

After your review, you can decide to either:

* Accept the chargeback in your [Customer Area](https://ca-test.adyen.com/) or using the [Disputes API](/risk-management/disputes-api). The case will be closed for defense.

* Defend the dispute. You need to upload the relevant defense documents in your [Customer Area](https://ca-test.adyen.com/) or using the [Disputes API](/risk-management/disputes-api).\
  See [Defense requirements](/risk-management/understanding-disputes/dispute-reason-codes#defense_requirements) for file formats and for defense documents per dispute type. Be sure to address the dispute reason and provide information that supports your position. An overview of the order details is not enough.

  You must provide your defense documents within **30 days after receiving the NoC**. There is no opportunity later in the process to provide information or to update information you provided.

### Information Supplied

Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The **InformationSupplied** journal is booked and we send you an [**INFORMATION\_SUPPLIED** ](/risk-management/disputes-api/dispute-notifications/#information_supplied)webhook.

### Chargeback Reversed

For all dispute reasons other than card-not-present fraud, the disputed amount is transferred back to your account after we have forwarded your defense documents to PULSE. The **ChargebackReversed** journal is booked, and we send you a [CHARGEBACK\_REVERSED](https://docs.adyen.com/api-explorer/Webhooks/latest/post/CHARGEBACK_REVERSED) webhook.

### Pre-Arbitration

The cardholder can challenge your evidence. Their bank will then send a pre-arbitration case to Adyen within **30 days** of the Chargeback Reversed date. Issuing banks can initiate Pre-Arbitration for all disputes except those related to card-not-present fraud.

In most cases, the cardholder insists that the chargeback is valid (after reviewing your evidence) and asks their bank to continue the dispute.

### 2nd Chargeback

If the issuer declines your defense, or Adyen accepts their pre-arbitration case, a second chargeback occurs. You cannot upload defense documents. This is the final status.

The chargeback amount that was previously returned to your account, is now debited from your account again. The **SecondChargeback** journal is booked, and we send you a [SECOND\_CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/SECOND_CHARGEBACK) webhook.

## 4868 Dispute flow

The following diagram shows the PULSE dispute flow for fraud disputes with reason code **4868**.

![Diagram of the PULSE chargeback flow for disputes with fraud reason code 4868](/user/pages/docs/10.risk-management/21.chargeback-guidelines/pulse-chargebacks/pulse-4868-dispute-flow.png)

The 4868 dispute flow consists of the following steps:

1. [Notification of Chargeback](#noc-4868)
2. [1st Chargeback](#1st-chargeback-4868)
3. [Information Supplied](#information-supplied-4868)
4. [Pre-arbitration](#pre-arbitration-4868)
5. [Chargeback Reversed](#chargeback-reversed-4868)

### Notification of Chargeback

The issuing bank initiated a Notification of Chargeback (NoC). The NoC can occur immediately after the payment status changes to Settled or Refunded. We send you a [NOTIFICATION\_OF\_CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/NOTIFICATION_OF_CHARGEBACK) webhook. The dispute process has started, and money will be withdrawn from your account.

The chargeback debit usually occurs a few days after you receive the NoC.

The 30-day period in which you can defend the dispute starts now.

### 1st Chargeback

The issuing bank initiates the first chargeback on behalf of the cardholder by sending a chargeback notification to Adyen stating the [dispute reason](/risk-management/understanding-disputes/dispute-reason-codes#pulse-chargebacks).

We assign the dispute to you for review in your [Customer Area](https://ca-test.adyen.com/) > **Revenue & risk** > **Disputes**. The **NotificationOfChargeback** and **Chargeback** journals are booked, and we send you a [CHARGEBACK](https://docs.adyen.com/api-explorer/Webhooks/latest/post/CHARGEBACK) webhook. At the same time, your account is debited for the chargeback amount.

After your review, you can decide to either:

* Accept the chargeback in your [Customer Area](https://ca-test.adyen.com/) or using the [Disputes API](/risk-management/disputes-api). The case will be closed for defense.

* Defend the dispute. You need to upload the relevant defense documents in your [Customer Area](https://ca-test.adyen.com/) or using the [Disputes API](/risk-management/disputes-api).\
  See [Defense requirements](/risk-management/understanding-disputes/dispute-reason-codes#defense_requirements) for file formats and for defense documents per dispute type. Be sure to address the dispute reason and provide information that supports your position. An overview of the order details is not enough.

  You must provide your defense documents within **30 days after receiving the NoC**. There is no opportunity later in the process to provide information or to update information you provided.

### Information Supplied

Adyen received your defense documents and forwarded them to the scheme. It is no longer possible to change these documents. The **InformationSupplied** journal is booked and we send you an [**INFORMATION\_SUPPLIED** ](/risk-management/disputes-api/dispute-notifications/#information_supplied)webhook.

### Pre-arbitration

Adyen automatically creates a Pre-Arbitration case containing your documents, and forwards your case to the issuing bank. The bank has **30 days** to review the documents and respond by accepting or declining the case.

If the Pre-Arbitration is accepted by the bank, we book the **PreArbitrationWon** and **ChargebackReversed** journals. Chargeback Reversed will be the final status.

If the Pre-Arbitration is declined, we book a **PreArbitrationLost** journal. The status of the dispute will remain Chargeback.

### Chargeback Reversed

Because you won the Pre-Arbitration, the disputed amount is transferred back to your account. The **ChargebackReversed** journal is booked, and we send you a [CHARGEBACK\_REVERSED](https://docs.adyen.com/api-explorer/Webhooks/latest/post/CHARGEBACK_REVERSED) webhook. Chargeback Reversed is the final status.

## See also

* [PULSE dispute reasons](/risk-management/understanding-disputes/dispute-reason-codes#pulse-chargebacks/)
* [Dispute webhooks](/risk-management/disputes-api/dispute-notifications/)
* [Manage disputes](/risk-management/manage-disputes/)
* [Disputes API](/risk-management/disputes-api/)
