You just got that dreaded notification that you received a chargeback back. Now what?
Once you’re ready, you will want to start gathering your evidence to dispute your chargeback.
Gathering Evidence by Reason Code
Successfully disputing a chargeback hinges on the ability to present compelling evidence. Below, we've listed the different types of chargeback reasons and the related compelling evidence that gives you the best chance of winning your chargeback.
Compelling Evidence Defined:
Rebuttal Letter - A rebuttal letter is an overview of what your evidence submission includes and explanation on why the chargeback is not legitimate. In addition to your explanation of evidence, you will want to include any information about your company, information you’ve gathered about your customer, and any relevant details to this case that may not fit in another evidence category.
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 related to the transaction they disputed. Include timestamps and the Acquirer Reference Number (ARN).
Transaction History - Provide history showing that this customer has had multiple non-disputed transactions with you in the past.
Invoice/Order Form - Copies of any invoices related to that transaction, bonus if this invoice includes a wet signature or electronic signature from the customer agreeing to the amount/charge.
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.
Communication History - 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 address verification was completed during that transaction but also matches the address provided for delivery of a product.
Proof of Authorization - Proof that the customer agreed to what they were being billed for and the amount prior to the transaction taking place.
Evidence Best Practices
Keep in mind that there is a human being reviewing your evidence on the other end. It’s best to only include evidence that is relevant to the chargeback reason. If you overwhelm the reviewer with evidence, there's a chance they will miss the important points and deny your rebuttal.
Don’t forget to provide an explanation for any screenshots included. We are familiar with our own internal tools and day-to-day processes, but that does not mean someone from the outside looking in will understand what you provided.
Include large and clear screenshots in your response. When your evidence is submitted, those images can be resized or formatted, distorting your image. Make sure you don’t lose vital evidence by having a grainy picture or too small of text.