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Handling Chargebacks

A chargeback (terugboeking) occurs when a customer reverses a payment, typically for SEPA Direct Debit transactions. PayRequest provides comprehensive tools to track, understand, and manage chargebacks effectively.

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Accessing Chargebacks

Navigate to Payment Processing > Chargebacks to view all chargebacks in your account. PayRequest automatically syncs chargebacks from Mollie every 4 hours in the background.

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Chargeback Detail Page

Click on any chargeback to view detailed information:

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Customer Information

  • Customer card with avatar and contact details
  • Direct link to customer profile
  • View complete customer history
PayRequest intelligently links chargebacks to their related:
  • Subscription - Shows the product, status, and recurring amount
  • Transaction - Payment details including date, method, and description
  • Invoice - If applicable

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Chargeback Details

  • Amount - The charged-back amount
  • Created Date - When the chargeback was initiated
  • Reversed Date - If the chargeback was later reversed
  • Settlement Amount - Only shown if different from the chargeback amount

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SEPA Reason Codes

PayRequest displays color-coded reason codes to help you quickly understand why a chargeback occurred:

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Critical Issues (Red/Rose)

  • AC01 - IBAN incorrect or unknown
  • MD01 - Invalid mandate (expired, missing, or incorrect type)

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Account Issues (Orange/Amber)

  • AC04 - Account closed
  • AC06 - Direct debit not allowed on this account

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Transaction Issues (Yellow)

  • AG02 - Transaction information incorrect (wrong payment type or mandate reference)

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Insufficient Funds (Lime)

  • AM04 - Insufficient funds in customer’s account

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Customer Actions (Purple/Blue)

  • MD06 - Customer reversed the payment (possible within 8 weeks)
  • MS02 - Customer declined before processing

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Special Cases

  • MD07 - Customer deceased (Zinc)
  • MS03 - Multiple possible reasons (Cyan)
  • SL01 - Bank refused (daily limit or blocked account) (Indigo)

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What to Do When You Receive a Chargeback

  1. Check the Reason Code - Understand why the chargeback occurred
  2. Review Customer Details - Check subscription and transaction history
  3. Contact Your Customer - For codes like MD06, MS02, or MS03, reach out to understand the issue
  4. Update Payment Details - For AC01, AC04, or AC06, request new bank account information
  5. Fix Technical Issues - For AG02, review your payment type settings
  6. Retry if Appropriate - For AM04, you may retry after confirming funds are available

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Prevention Tips

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Mandate Management

  • Ensure mandates are created before charging customers
  • Keep track of mandate expiration (36 months)
  • Always use unique mandate references

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Clear Communication

  • Inform customers about upcoming charges
  • Use clear payment descriptions
  • Maintain up-to-date customer contact information

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Payment Timing

  • Don’t charge immediately after mandate creation
  • Allow time for first payments (FRST) before recurring (RCUR)

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Account Verification

  • Validate IBANs before creating mandates
  • Confirm account status with customers
  • Update banking details when customers notify you

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Automatic Syncing

PayRequest automatically syncs chargeback data from Mollie:
  • Frequency: Every 4 hours
  • Scope: Last 90 days of transactions
  • Background: No manual refresh needed
All chargeback information is kept up-to-date automatically, ensuring you always have the latest status and details.

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Need Help?

If you’re experiencing frequent chargebacks or need assistance understanding a specific case, our support team is here to help. Contact us with your chargeback ID for personalized assistance.