Dispute Types & Evidence Required

Your customer is claiming that the transaction was canceled or the product was returned and they have yet to receive a refund or credit.

Ensure you have a clear return policy that is easy to find and promptly issue refunds/credits to customers when merited.

Provide evidence that you have either issued a refund to the customer through other means or that they are not entitled to a refund.

You cannot issue a refund once the payment is disputed. If you believe the customer is entitled to a refund, you can accept the dispute.

You should first contact the customer and try to resolve the dispute. If you are able to resolve this, ask them to withdraw the dispute.

Regardless of whether or not you are able to resolve the issue with your customer, you will need to submit evidence.

Your customer is claiming that they were charged multiple times for the same product or service.

Ensure that if you accidentally charge a customer more than once, refund the duplicate payment immediately.

Demonstrate that each payment was for a separate product or service.

You should first determine if your customer was charged incorrectly multiple times. If the payments are duplicates, accept the dispute. If they were not, collect information proving that each charge was a separate payment with receipt copies with an itemized list.

Your customer is claiming that they didn't authorize the payment. This happens when a card was lost or stolen and then used to make a fraudulent payment. It can also happen when the customer does not recognize the payment on their billing statement from their card issuer.

Get to know your customers and meet them in person, if possible. Check their ID and make sure it matches their name and card information. Using a card reader will not only save you money but also reduce the risk of fraudulent payments.

You will need to provide payment and details so that a legitimate customer recognizes it, or proves to the card issuer that their cardholder authorized the transaction

You should first contact the customer since they may not recognize the charge on their billing statement as being from you. If this is the case, ask them to stop disputing the transaction with their card issuer. You will still need to submit evidence even if your customer cancels the dispute.
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If you believe the payment was actually made using a stolen credit card, you will need to accept the dispute. Credit card networks place liability on the business that accepts fraudulent payments.

This is an uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed.

You should first contact the customer to understand the reason for the dispute.

Your customer is claiming that they didn't receive the products or services purchased.

You will need to prove that the customer received the physical product or services and that this occurred prior to the date the dispute was initiated.

You should first contact the customer and understand why they filed the dispute.

Maintain access logs or other documentation that tie the service or product back to the customer.

Your customer is claiming that the product or service was received but was defective, damaged, or not as described.

Ensure that the description of products or services shown in advertisements, online, and transaction receipts, or used in telephone order-taking scripts are accurate, complete, and not misleading. You should never refer cardholders to the manufacturer in lieu of attempting to resolve the issue directly—the business selling the product or service is liable and must be the point of contact for resolution.

You will need to demonstrate that the product or service was delivered as described at the time of purchase.

If the product or service is as described, provide specific information (invoice, contract, etc.) to refute the cardholder’s claims. Quality disputes are where the customer does not agree with the condition of merchandise or service received (e.g., a car repair situation or quality of a hotel room). There may be instances where you will need to obtain a neutral third-party opinion to help corroborate your claim against the cardholder. Provide as much specific information and documentation as possible to refute the cardholder’s claims. It is recommended that you address each point that the cardholder has made. For products that have been repaired or replaced, provide evidence that the cardholder agreed to a repair or replacement, it has been received by the customer, and the repair or replacement has not since been disputed. If the customer no longer disputes the transaction, provide a letter or email from the cardholder stating that they are no longer in dispute.

Your customer is claiming that you continued to charge them after a subscription was canceled.

Promptly cancel subscriptions upon request and provide your customer with a confirmation of the cancellation. Make it clear on your signup page that your customers are agreeing to a recurring payment and include information about whether or not you plan to notify the customer before each payment. Make sure cancellation procedures are clearly communicated to your customers.

You will need to prove that the subscription was still active and that the customer was aware of, and did not follow your cancellation procedure.

You should first contact the customer and understand why they filed the dispute and have the opportunity to explain the misunderstanding or make it right.

Your customer is claiming that they don't recognize the payment appearing on their card statement

If you are not sending email receipts already, consider sending them to customers to help them remember their purchases.

As with fraudulent disputes, get your customers to withdraw the dispute by helping them identify the payment.

You should first contact the customer since they may not recognize the charge on their billing statement as being from you. If this is the case, ask them to stop disputing the transaction with their card issuer. You will still need to submit evidence even if your customer cancels the dispute.