Fighting a Chargeback with Compelling Evidence
What is compelling evidence when fighting a chargeback?
Successfully disputing a chargeback hinges on the ability to present compelling evidence. Below, we've listed the
types of documentation you should assemble to bolster your case against unwarranted chargebacks.
| Duplicate Transaction | Product/Service Not Received | Fraud | Canceled/Returned | Defective/Not as Described | Refund Not Processed | General | Incorrect Amount | Canceled Recurring | |
| Rebuttal Letter | X | X | X | X | X | X | X | X | X |
| 3DS | X | X | |||||||
| Proof of Credit | X | X | X | X | X | ||||
| Transaction History | X | X | X | X | |||||
| Invoice (signed by customer if possible) | X | X | X | X | X | ||||
| Proof of delivery (physical or digital goods) | X | X | X | X | |||||
| Recurring Billing Agreement | X | X | X | ||||||
| Photographic Evidence | X | X | X | ||||||
| Signed Purchase Order | X | X | X | ||||||
| Email or other historical customer communications | X | X | X | X | X | X | X | ||
| AVS Verification | X | X | |||||||
| Proof of Authorization | X |
Compelling Evidence Defined:
- Rebuttal Letter - A rebuttal letter is a recap of what your evidence package includes and how it argues against the reason code that was selected for the chargeback.
- 3DS Proof - Evidence that the transaction in question went through the process of 3D Secure authentication, including the ECI code returned with the authentication.
- Proof of Credit - Screenshots showing that a refund was issued for this customer. Include timestamps and any transaction IDs available.
- Transaction History - Provide history showing that this customer has had multiple non-disputed transactions with you in the past.
- Invoice - Copies of any invoices related to that transaction, bonus if this invoice includes a wet signature or electronic signature from the cardholder.
- Proof of Delivery - Tracking details with delivery pictures showing that the cardholder received their product. For digital purchases, email delivery or log in history will also work.
- Recurring Billing Agreement - Screenshots highlighting that the cardholder agreed to enter a recurring agreement. This could be on your check out page, terms of services, or email notifications.
- Photographic Evidence - Screenshots showing the cardholder is in possession of the product or was present during the time of a service.
- Signed Purchase Order - Copies of any purchase order that has a wet or electronic signature from the cardholder.
- Email or Other Historical Communication - Any records you have of communication with the cardholder can be beneficial to disprove fraud or that you were unwilling to resolve the issue. Equally as important, you can explain that the cardholder never contacted you, disproving a credit being owed or cancellation not taking place.
- AVS Verification - Proof that as a merchant you confirmed that address that was provided to you related to the transaction and/or shipping.
- Proof of Authorization - Proof that the customer understood what they were being billed for and the amount prior to the transaction taking place.
