---
title: "Raise disputes for transactions made with an Adyen-issued card"
description: "Learn about the types of disputes you can raise and how to track a dispute's status throughout its lifecycle."
url: "https://docs.adyen.com/issuing/raise-disputes"
source_url: "https://docs.adyen.com/issuing/raise-disputes.md"
canonical: "https://docs.adyen.com/issuing/raise-disputes"
last_modified: "2026-06-01T15:33:15+02:00"
language: "en"
---

# Raise disputes for transactions made with an Adyen-issued card

Learn about the types of disputes you can raise and how to track a dispute's status throughout its lifecycle.

[View source](/issuing/raise-disputes.md)

As a platform that issues cards through Adyen, you must be able to raise disputes on behalf of your cardholders.

These are situations when you need to raise a dispute:

* The cardholder disagrees with a transaction charged to their Adyen-issued card.\
  If a merchant refuses to make a refund directly to your cardholder, the cardholder can raise a dispute for a chargeback through your UI.
* The cardholder reports fraudulent transactions.\
  If a cardholder realizes their card was lost or stolen, and transactions were charged to their card, you should close their card immediately and report those fraudulent transactions to the card scheme.

To raise disputes for Adyen to submit to card schemes you can do one of the following:

* Provide a UI for your cardholders to ask for their money back and to report fraudulent transactions and lost cards using the [Raise disputes API](https://docs.adyen.com/api-explorer/transfers-api/latest/overview)
* Package dispute details and supporting information into a zip file and [upload them through the Customer Area (pilot feature)](/issuing/raise-disputes/bulk-upload).

You can raise a dispute for any [captured payment](/issuing/payment-stages#captured).

## Requirements

Before you begin, take into account the following requirements, limitations, and preparations.

| Requirement                                                         | Description                                                                               |
| ------------------------------------------------------------------- | ----------------------------------------------------------------------------------------- |
| **Integration type**                                                | **[Issuing Integration](/issuing)**                                                       |
| **[API credential roles](/issuing/manage-access/webservice-roles)** | Make sure that you have the following webservice role:- **Bank disputes webservice role** |
| **[Customer Area roles](/account/user-roles#financial-products)**   | Make sure that you have the following role to view disputes:- **Manage issuing disputes** |
| **[Webhooks](/development-resources/webhooks)**                     | Subscribe to the following webhook(s):- **Dispute webhooks**
- **Transfer webhooks**      |

## How it works

1. Locate the transactionId for which your cardholder wants to raise a dispute for a chargeback or for a report of fraudulent activity.\
   If you suspect your cardholder's card has been lost or stolen, make sure to [close the card](/issuing/manage-cards#close-card).

2. Raise a dispute for one of the following dispute types:

   * **duplicate** - The transaction was a duplicate charge.
   * **fraud** - The transaction was fraudulent.
   * **notDelivered** - Goods or services were not delivered.

3. Optionally provide supporting information for the dispute as attachments.

4. Present the information in the raised dispute to your cardholder for review.

5. Update the status of the cardholder's dispute to **submitted** or **closed**.\
   If you are raising disputes in the Customer Area, this step is not required.

6. Watch dispute webhooks for status changes to the submitted dispute, or view the status of disputes in the Customer Area.

7. Watch transfer webhooks for the movement of funds due to a chargeback or second chargeback, or view them in the Balance Platform Accounting Report.

## Dispute reasons and their types

Cardholders have a maximum limit of 35 disputes that they can raise over the course of their possession of their card. Cardholders can raise a dispute for one of the following dispute reasons.

| Dispute reason                       | Dispute type     | Timeline                                                                  | Information                                                                                                                                                                                                                                                                                                               | Suggested attachments                                           |
| ------------------------------------ | ---------------- | ------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------- |
| Transaction was a duplicate charge   | **duplicate**    | 120 days from the date of the authorized transaction.                     | * The transaction ID for the duplicate charge the cardholder disputes. The transaction amount must be the same for both transactions.
* Was the duplicate charge made on the same card?
* Were the charges made on a card (or cards) issued by the same issuer? All charges must have been made on cards issued by Adyen. | - receipts
- card statements                                    |
| Transaction was fraudulent           | **fraud**        | 120 days from the date of the authorized transaction.                     | * Description of the issue
* Is the cardholder in possession of the card?
* Was the card counterfeit?
* Is this dispute a fraud report only, with no expectation of a chargeback?                                                                                                                                         | - receipts
- card statements
- correspondence with the merchant |
| Goods or services were not delivered | **notDelivered** | 120 days from the date that goods or services should have been delivered. | * What was not delivered? One of the following:

  * **goods**
  * **services**

* Description of the issue

* Last expected date?                                                                                                                                                                                        | - receipts
- card statements
- correspondence with the merchant |

## Lifecycle of a raised dispute

A dispute has the following lifecycle, which you can follow through status changes in dispute webhooks. When you raise a dispute on behalf of a cardholder, Adyen creates an ID for the dispute, and informs your system with a [balancePlatform.dispute.created](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.created) webhook. The initial status of a raised dispute is **draft**. However, if you [raised the dispute by uploading a file in the Customer Area](/issuing/raise-disputes/bulk-upload), Adyen automatically updates the status to **submitted** once it is processed.

While the status of the dispute is **draft**, your cardholder may change the status of the dispute to **closed** for any reason.

When your cardholder is satisfied with the information for the dispute, they must change the status of the dispute to **submitted**. Adyen then packages the dispute and sends it to the card scheme for review.

Whenever there is a change of status for a raised dispute, Adyen informs your system with a [balancePlatform.dispute.updated](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated) webhook.

![Lifecycle of a raised dispute](/user/pages/docs/07.issuing/25.raise-disputes/raised-dispute-lifecycle.svg?decoding=auto\&fetchpriority=auto)

| Dispute status        | Description                                                                                                                                                                                                                                                                                                                             |
| --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **draft**             | A dispute ID was created for the raised dispute, but the `status` of the dispute has not been set to **submitted** or **closed**. You can still edit a dispute with a **draft** status.                                                                                                                                                 |
| **closed**            | The status of the raised dispute is **closed**. You cannot edit, reopen, or submit a closed dispute. Possible reasons for a closed status are:- You have closed the dispute
- The timeframe allowed to submit a dispute has passed
- Adyen deems your dispute ineligible for chargeback
- The card scheme rejected your dispute request |
| **submitted**         | The cardholder reviewed and submitted the dispute to Adyen to process with the card scheme.                                                                                                                                                                                                                                             |
| **chargeback**        | The funds were returned to your dispute account.                                                                                                                                                                                                                                                                                        |
| **won**               | The acquirer can no longer challenge the dispute. The timeline for challenging a dispute is different for each card scheme:- Mastercard - 45 days after the date of chargeback
- Visa - 30 days after the date of chargeback                                                                                                            |
| **secondPresentment** | The funds have been returned to the acquirer.                                                                                                                                                                                                                                                                                           |

### Associating IDs throughout the dispute lifecycle:

Adyen informs your system of any updates to the status of your raised disputes with [balancePlatform.dispute.updated](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated) webhooks. You can follow the dispute throughout its lifecycle by paying attention to the [status](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated#{param-type}-data-status) of the dispute and by correlating the `transactionId`, the dispute ID, and the Acquirer Reference Number (`arn`).

* [arn](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated#{param-type}-data-arn): The Acquirer Reference Number (`arn`) is a unique number assigned to a card transaction when it goes from the merchant's bank (acquirer) through the card scheme at the cardholder's bank (issuer).
* [id](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated#{param-type}-data-id): Unique ID for the dispute that Adyen creates when you raise a dispute for a card transaction.
* [transactionId](https://docs.adyen.com/api-explorer/dispute-webhooks/latest/post/balancePlatform.dispute.updated#{param-type}-data-transactionId): The Adyen event ID for the capture that you use to raise the dispute.

Additionally, if the `status` of your dispute is **chargeback** or **secondPresentment**, there is a balance mutation on the Disputes balance account.

When there is a balance mutation, Adyen informs your system with a [balancePlatform.transfer.created](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created) webhook with the following `category`, `type`, and `status` event mapping:

| Event                 | [category](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created#request-data-category) | [type](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created#request-data-type) | [status](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created#request-data-status) |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| **chargeback**        | **issuedCard**                                                                                                                       | **chargeback**                                                                                                               | **chargeback**                                                                                                                   |
| **secondPresentment** | **issuedCard**                                                                                                                       | **secondChargeback**                                                                                                         | **secondChargeback**                                                                                                             |

This event mapping for a **chargeback** or **secondPresentment** is also reflected in the [Balance Platform Accounting Report](/issuing/report-types/balance-platform-accounting-report). The ARN is the common link between the original transaction, the raised dispute, and the **chargeback**/**secondChargeback** transfer events. You can locate the ARN in the [reference](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created#request-data-reference) parameter of the [balancePlatform.transfer.created](https://docs.adyen.com/api-explorer/transfer-webhooks/latest/post/balancePlatform.transfer.created) webhook Adyen sends to your server.

## Next steps

[required](/issuing/raise-disputes/duplicate)

[Raise a dispute for a duplicate charge](/issuing/raise-disputes/duplicate)

[Learn how to raise a dispute for a duplicate transaction charge.](/issuing/raise-disputes/duplicate)

[required](/issuing/raise-disputes/fraud)

[Raise a dispute for fraud](/issuing/raise-disputes/fraud)

[Learn how to raise a dispute for fraudulent activity.](/issuing/raise-disputes/fraud)

[required](/issuing/raise-disputes/not-delivered)

[Raise a dispute for non-delivery](/issuing/raise-disputes/not-delivered)

[Learn how to raise a dispute for non-delivery of goods or services.](/issuing/raise-disputes/not-delivered)

[Upload and manage attachments](/issuing/raise-disputes/attach-supporting-information)

[Learn how to add attachments as supporting information for your dispute.](/issuing/raise-disputes/attach-supporting-information)
