Learn which evidence should be submitted in cases of "Fraudulent" disputes to ensure a successful resolution.
Click on the appropriate tab depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.
If the dispute involves a physical product, please ensure to submit the following evidence:
proof of connection between the recipient and the cardholder (e.g., photos or emails) or documents proving that the disputing cardholder is in possession of the products
proof that the person who signed for the products was authorized to sign for or known to the cardholder
For products picked up at a physical location, please include the following arguments:
signature of the cardholder on the pickup form
copy of the identification provided by the cardholder
details of the identification provided by the cardholder
delivery address (must match an Address Verification Service (AVS) verified billing address or be a business address associated with the legitimate cardholder)
copy of the delivery receipt or shipping label, or other documentation proving the product was shipped to the address provided by the cardholder
delivery date in a clear, visual format (date must precede the dispute date)
name of the delivery service(s), separated by commas if multiple services were used
tracking number(s) of the delivery service(s), separated by commas if multiple tracking numbers are available
any documents that refute the dispute reason, such as screenshots or PDFs, including:
signed order form for products ordered by phone or email
proof that the transaction was made by a household or family member of the cardholder
proof of non-disputed payment(s) using the same credit card
proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification
proof of a valid contract between the cardholder and your company, showing the cardholder is using the product and no previous payments were disputed (this applies to recurring payments)
proof of an already processed refund
proof of the cardholder's withdrawal of the dispute
If the dispute involves a digital product or service, please ensure to submit the following evidence:
customer's IP address at the time of the order
customer's name and email address
activity/server logs showing that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
any documents that refute the dispute reason, such as screenshots or PDFs, including:
geographical location of the device during the date/time of the transaction
device ID, number, and name, if available
proof that the transaction was made by a household or family member of the cardholder
proof of one or more non-disputed payments using the same credit card
proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification
proof of an already processed refund
proof of the cardholder's withdrawal of the dispute
If the dispute involves an offline service, please ensure to submit the following evidence:
emails, photos, or other proof of the connection between the cardholder and the service recipient, or evidence that the disputing cardholder utilized the service
proof that the person who signed for the service was authorized to sign for or known to the cardholder. If possible, provide the following documents:
pickup form signed by the cardholder
copy of the identification provided by the cardholder
details of the identification provided by the cardholder
copy of the contract, work order, or other written agreement in a clearly readable format, showing that the service was provided to the cardholder, including the date the cardholder received or started receiving the service
for personal transportation or travel and expense transactions, proof that the service was provided, including one of the following:
proof of ticket receipt at the cardholder's billing address
proof of payments related to the disputed payment (e.g., for extra baggage or upgrades)
address, phone number, and other details of received or redeemed loyalty rewards connected to the cardholder
proof that other payments related to the original transaction were not disputed
any documents that refute the dispute reason, such as screenshots or PDFs, including:
signed order form for products ordered by phone or email
proof that the transaction was made by a household or family member of the cardholder
proof of one or more non-disputed payments using the same credit card
proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification
proof of a valid contract between the cardholder and your company, showing the cardholder is using the product and no previous payments were disputed (this applies to recurring payments)
proof of an already processed refund
proof of the cardholder's withdrawal of the dispute
