Why has the cardholder not received the funds even though they won the dispute?

If a dispute is closed in the cardholder's favour, the issuing bank is in possession of the funds and it is their responsibility to return the funds to the cardholder's account. Adyen can no longer influence the movement of funds.

If the cardholder is inquiring about the timeline for getting back their money, you can instruct them to contact their bank. If the bank claims they have not received the funds, please request an official statement from the bank confirming this and contact Adyen Support for further assistance. 

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