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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

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Subscription & Transaction Links

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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Invoice Chargeback Status

When a chargeback is received, the linked invoice is automatically updated:

• Invoice status changes from Paid to Chargeback (shown as a red badge)
• The chargeback amount, date, and reason are stored on the invoice

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Chargeback Details on Invoice Page

When viewing an invoice with chargeback status, a Chargeback Details card appears in the sidebar showing:

• Chargeback amount — The reversed amount
• Date — When the chargeback was initiated
• Reason code — The SEPA reason code with description (e.g., MD06 - Return of funds requested by end customer)
• Chargeback ID — The Mollie chargeback reference

If the invoice is linked to a subscription, the card also shows the Payment Retry Status:

• Failed attempts — Current failures vs maximum allowed (e.g., “1 / 2”)
• Last failure date — When the most recent failure occurred
• Next retry — When the next automatic retry is scheduled (if applicable)
• Retry history — Complete timeline of all retry attempts with amounts and reasons
• Direct link to the associated subscription for further management

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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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Retryable vs Non-Retryable Reason Codes

Retryable chargebacks automatically schedule payment retries on the linked subscription. Non-retryable chargebacks mark the subscription as Payment Failed immediately.

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What to Do When You Receive a Chargeback

1. Check the Reason Code - Understand why the chargeback occurred
2. Review the Invoice - Open the invoice to see chargeback details and retry status in one place
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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Related Resources

• Failed Payment Handling
• Payment Methods Overview
• Setting Up Payment Providers
• Customer Management
• Subscriptions

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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.