Dispute Evidence: Overview
This article covers essential techniques for preparing and submitting evidence in disputes. Learn how to convert images to PDFs, compress large files, and combine multiple documents into a cohesive submission. Discover best practices for presenting clear and accurate evidence to support your case and streamline the dispute resolution process.
If a customer has filed a dispute against you, you have the ability to submit evidence in your defense. The evidence must be submitted within the deadline outlined in the original dispute email.
Any documents or images being used as evidence must be combined into one, singular document before being submitted to the evidence submission form that can be found in your My Money page.
To combine all of your evidence, you can use Combine PDF (click here), a free website that allows you to merge all your documents into one PDF document.
Converting Images to PDF Format
Now that you've read all about the dispute process, you know that only one document can be submitted for evidence.
If you are combining more than one piece of evidence to submit, you'll need to first convert the image to a PDF file using this website (click here), since the evidence submission form only allows for PDFs with multiple pages, not images.
Once on the JPG to PDF website:
Click Upload Files
Select the image(s) you'd like converted and click 'Open'
Once the files have been completely uploaded, you'll click 'Combined' at the bottom to download the newly formatted documents
The newly formatted documents will appear in the downloads section of your web browser and/or computer
Please note, that JPG to PDF is a free website that we have no affiliation with. If you have a different website you'd like to use, or are familiar with converting these type of files using your computer, feel free to use your preferred method.
Compressing Large Files
Getting an error message that the file you are trying to upload is too big? Use these steps to compress the file.
Stripe (our third-party credit card processor) limits the document upload size to 5 MB for all files. If you have combined multiple pieces of evidence into one document and are attempting to upload, you may get an error that the form can't be submitted because the file size has been exceeded.
You can compress the size of files using this website (click here).
Once on the PDF Compressor website:
Click 'Upload Files'
Select the file(s) you want to compress
Once all files are compressed, you can find the document(s) in your browser and/or computer downloads, which you can save and submit through the evidence form
Combining Evidence
To combine evidence, navigate to the Combine PDF website.
Once on the Combine PDF website:
Click the 'Upload Files' button (Make sure you're in the 'Combine PDF' 'section, although you should be by default)
If your files are a JPG or another type of image file, you'll need to convert them to a PDF first.
Select ALL PDF files you want to merge and click 'Open'
You can repeat these first 2 steps multiple times until all documents have been selected
Once the files have finished uploading, click 'Combine'
The combined document will appear in the downloads section of your browser and/or computer, which you can open and save
Please note, that if your files are a JPG or another type of image file, you'll need to convert them to a PDF first.
If you receive an error saying your document cannot be submitted because it has exceeded the file size limit, follow the instructions in this article to learn how to compress your PDF.
Best practices for evidence submission
Best practice:
When submitting evidence, keep it to the point. The people reviewing your submission will not understand specifics
Be sure to include all communication with your customer
Include photos of signatures
Include your terms & conditions
Before & after pictures are helpful
Include screenshots of the activity feed from within the job in Housecall Pro
Template:
We have created a template using Canva that you can access by clicking here. You will need to create a free Canva account (no need to sign up for Canva Pro).
After clicking on the template link you will be taken to a screen where you will need to click USE TEMPLATE
Sign up for a Canva account or login if you already have an account
Edit the template to add in text, screenshots, photos, etc. If you need more guidance on using Canva, check out our tutorial here.
Once you are finished adding in your evidence, click the ⤓ button in the top right corner to download your document.
Then, select PDF STANDARD as the file type and click DOWNLOAD
The PDF will download to your computer so that you can then submit a PDF document with your evidence for the dispute.
Having trouble finding what you need?
Use the blue bubble to reach out to our chat team for live customer support. If you’d prefer to talk it out over the phone, call our support number at 858-842-5746.