Defend a chargeback

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 , but still want to challenge the chargeback, please provide corresponding materials for different types of transaction objects:

Merchandise transaction:

• Copy of the invoice.
• Email conversation with the payer.
• Signed proof of delivery, and AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.

Digital Goods transaction:

• 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 payer has accessed and successfully verified the profile or account before the transaction date.
• Payer'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 transaction:

• Documentation proving you provided the service to the payer (confirmation email, copy of invoice).
• Date the payer began use of the service.
• Evidence that payer used the service before.
• Record of previous non-disputed payments.

Fraud – Card present transaction

Merchandise / Digital Goods / Services transaction:

• 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 transaction:

• Copy of the invoice of two separate orders.
• Documentation to prove that no other form of payment was used.

Services not provided/Merchandise not received

Merchandise transaction:

• Description of the goods.
• Signed proof of delivery, and AVS match.
• Communication where the payer confirms possession of the goods.
• Explanation why shipment was delayed.

Digital Goods transaction:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.

Services transaction:

• Confirmation email.
• Proof that the payer received the service at the agreed date and time.
• Communication with the payer after the payment.

Canceled merchandise/services

Merchandise / Digital Goods transaction:

• Copy of the invoice / confirmation email.
• Proof that the payer received your cancellation or return policy and did not cancel according to the disclosed policy.
• Proof that the payer initially received the merchandise, and did not return the merchandise.
• Proof that the payer has not contacted you to solve the issue.

Services transaction:

• Copy of the invoice / confirmation email.
• Demonstrate that the payer received your cancellation or return policy and did not cancel according to the disclosed policy.
• Proof that the payer has not contacted you to cancel the service.

Canceled recurring transaction

Merchandise transaction:

• Demonstrate that the payer received your cancellation or return policy and did not cancel according to the disclosed policy.
• Proof that the payer did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the payer 10 days before transaction.

Digital Goods transaction:

• Demonstrate that the payer 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 payer 10 days before transaction.

Services transaction:

• Proof that the services were used between the billing date and the cancellation date.
• The payer requested cancellation for a different date and services were provided until this date.
• Proof that the payer is still interested in the service.

Goods not as described/defective

Merchandise transaction:

• Proof that the payer 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 payer.

Digital Goods transaction:

• Proof that the payer has not contacted you to solve the issue.
• Evidence to prove that the merchandise was as described or was not damaged or defective.

Services transaction:

• Proof that the payer has not contacted you to solve the issue.
• Evidence to prove that the service was as described.

Counterfeit merchandise

Merchandise / Digital Goods / Services transaction:

• Copy of the invoice.
• Neutral third-party opinion.
• Certificate of authenticity.

Misrepresentation of the purchased good and/or service

Merchandise / Digital Goods / Services transaction:

• Proof that your Terms and Conditions were clearly communicated before the transaction was processed.
• Proof that the payer acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the payer accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).

Credit not processed

Merchandise / Digital Goods / Services transaction:

• Evidence that a credit or reversal that you issued was not addressed by the issuer.
• Evidence that the payer didn't return nor attempted to return the merchandise.
• Evidence that the payer's return does not comply with your written policies.