Find out what evidence should be submitted in "Subscription canceled" disputes to win them.
Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.
If it concerns a physical product, please submit the following evidence:
subscription cancellation policy as displayed to the end customer
explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
notifications sent to the customer about an upcoming renewal or continuation of the subscription
customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
proof that the service was provided before the billing (if billing occurs regularly but the service elements are provided before billing)
proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used
proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)
proof of an already processed refund
proof of a provided replacement service
proof of the cardholder withdrawing the dispute
If it concerns a digital product or service, please submit the following evidence:
subscription cancellation policy as displayed to the end customer
explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
notifications sent to the customer about an upcoming renewal or continuation of the subscription
customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
controls set up for customers to prevent accidental auto-billing, regulate automated expenditures, and monitor their own usage
proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)
proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used
proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)
proof of an already processed refund
proof of a provided replacement product or service
proof of the cardholder withdrawing the dispute
If it concerns an offline service, please submit the following evidence:
subscription cancellation policy as displayed to the end customer
explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
date of service provision or commencement in a clear, readable format
documentation showing that the cardholder received the service, including the corresponding date:
copy of a signed contract
copy of a signed work order
other forms of written agreements
notifications sent to the customer about an upcoming renewal or continuation of the subscription
customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)
proof that the service was partially used, or that the disputed payment amount exceeds the value of the unused portion
proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
