Continuing from Part 1, when you decide to contest a Chargeback dispute, review the evidence requirements for the relevant dispute type and upload your supporting evidence.
Important reminder: For each type of evidence, you must combine it into a single file. Once submitted, you cannot modify your response or add additional documents. Make sure your materials are prepared in advance.
The more detailed, clearly organized, and timely your response, the greater your chances of winning.
The Five Best Practices for Collecting Evidence
1. Organize Your Evidence
Include an executive summary: Start with an overview that explicitly links your rebuttal to specific network rules or reason codes, rather than relying on individual evidence titles alone
Arrange chronologically: Organize evidence in the order events occurred to build a clear timeline
Group by type: Separate receipts, communication records, policy documents, and system logs
Simplify into bullet points: Avoid long paragraphs; distill key points into bullets
Keep it clear and readable: Ensure text is legible, images are sharp, and contrast and resolution are sufficient
Use visuals: Include annotated high-resolution images and screenshots
2. Provide Proof of Customer Authorization
Fraudulent disputes make up the majority of all disputes. The key is to prove the legitimate cardholder knew about and authorized the transaction. The following data helps demonstrate authorization:
Address Verification System (AVS) match results
Card Verification Code (CVC) confirmation
Signed receipts or contracts
IP addresses matching the cardholder’s verified billing address
3. Provide Proof of Service or Delivery
Many disputes arise from cardholders claiming they never received the product or service, that it was defective, or that it didn’t match the description.
Physical goods: Provide shipping and delivery proof including the full delivery address
Different recipient name: Prepare documents explaining the discrepancy (e.g., a gift purchase)
Digital goods: Provide evidence such as IP addresses or system logs showing the customer downloaded content or used your software or service
4. Attach Copies of Your Terms of Service and Refund Policy
When handling return or refund disputes, the key is to provide evidence that the customer agreed to and understood your terms of service at checkout, or that the customer failed to comply with your policy. Attach a clear screenshot showing how your terms were presented during checkout, highlighting the relevant policy.
5. Submit Relevant and Concise Evidence
Issuing banks review thousands of dispute responses every day. Provide only the details supporting that specific dispute, and maintain an objective, neutral tone. Lengthy explanations and irrelevant information don’t necessarily make your response more persuasive.
Key Action Checklist
Organize evidence in advance and combine into a single file
Submit within 5–21 days to avoid automatic loss
Include an executive summary linking your rebuttal to the reason code
Provide proof of authorization and delivery
Attach screenshots of your terms of service
Keep it concise, objective, and relevant