Defend a chargeback
The requirements for defending against chargebacks vary depending on the reason for the chargeback. For all types of chargebacks, you must provide documents with details of transactions to help you build a strong case to challenge the chargeback.
Defense documents formats
JPG (maximum file size 4 MB)
PNG (maximum file size 4 MB)
PDF (maximum file size 4 MB)
Compelling Evidence
Providing compelling evidence is key to defending chargeback, because it proves that users participated in the transaction, received the goods or services, or benefitted from the transaction. The most common situations and their respective compelling evidence are listed here.
Because some card schemes aggregate chargeback reason codes into a single reason code, it is impossible to get additional information about the underlying reason for the reason code.
Therefore, we recommend you try to identify which chargeback reason(s) might be applicable and provide as much proof as possible to ensure the defense is valid.
Description | Compelling Evidence |
EMV Liability Shift –Counterfeit Fraud | Provide documentation to support that the transaction was chip read and evidence that the full chip data was transmitted. |
EMV Liability Shift – Non-Counterfeit Fraud | Provide documentation to support that the transaction took place at an EMV PIN compliant terminal. |
Fraud – Card absent transaction | Without 3D Secure Liability shift, it is difficult to challenge the chargeback. If you have not enabled 3D Secure and you still want to defend against the chargeback, you should provide: Merchandise: Copy of the invoice. Email conversation with the cardholder. Signed proof of delivery, and AVS match. Record of previous non-disputed payments. Courier's GPS location proving delivery of the product. Digital Goods: Confirmation email. Description of the digital goods and the date and time they were purchased and downloaded. Record of previous non-disputed payments. Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date. Cardholder's IP address and the geographical location of the device at the time of the transaction. Device ID and, if available, the name of the device. User's name and email address linked to the user profile or account. Services: Documentation proving you provided the service to the cardholder (confirmation email, copy of invoice). Date the cardholder began use of the service. Evidence that cardholder used the service before. Record of previous non-disputed payments.
|
Fraud – Card present transaction | Merchandise / Digital Goods / Services: Copy of a (signed) transaction receipt. |
Declined Authorization/Authorization | Documentation to prove that the transaction was authorized online or offline via chip. |
Duplicate processing/Paid by other means | Merchandise / Digital Goods / Services: Copy of the invoice of two separate orders. Documentation to prove that no other form of payment was used.
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Services not provided/Merchandise not received | Merchandise: Description of the goods. Signed proof of delivery, and AVS match. Communication where the cardholder confirms possession of the goods. Explanation why shipment was delayed. Digital Goods: Confirmation email. Description of the digital goods and the date and time they were purchased and downloaded. Record of previous non-disputed payments. Services: Confirmation email. Proof that the cardholder received the service at the agreed date and time. Communication with the cardholder after the payment. |
Canceled merchandise/services
| Merchandise / Digital Goods: Copy of the invoice / confirmation email. Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy. Proof that the cardholder initially received the merchandise, and did not return the merchandise. Proof that the cardholder has not contacted you to solve the issue. Services: Copy of the invoice / confirmation email. Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy. Proof that the cardholder has not contacted you to cancel the service. |
Canceled recurring transaction
| Merchandise: Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy. Proof that the cardholder did not return the merchandise. Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction. Digital Goods: Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy. Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction. Services: Proof that the services were used between the billing date and the cancellation date. The cardholder requested cancellation for a different date and services were provided until this date. Proof that the cardholder is still interested in the service.
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Goods not as described/defective
| Merchandise: Proof that the cardholder has not contacted you to solve the issue or returned the merchandise. Evidence to prove that the merchandise was as described or was not damaged or defective. If the merchandise was replaced/repaired, provide a signed proof of delivery. Email communication with the cardholder. Digital Goods: Proof that the cardholder has not contacted you to solve the issue. Evidence to prove that the merchandise was as described or was not damaged or defective. Services: Proof that the cardholder has not contacted you to solve the issue. Evidence to prove that the service was as described.
|
Counterfeit merchandise
| Merchandise / Digital Goods / Services: Copy of the invoice. Neutral third-party opinion. Certificate of authenticity. |
Misrepresentation of the purchased good and/or service | Merchandise / Digital Goods / Services: Proof that your Terms and Conditions were clearly communicated before the transaction was processed. Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).
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Credit not processed
| Merchandise / Digital Goods / Services: Evidence that a credit or reversal that you issued was not addressed by the issuer. Evidence that the cardholder didn't return nor attempted to return the merchandise. Evidence that the cardholder's return does not comply with your written policies.
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