> For the complete documentation index, see [llms.txt](https://docs.payrexx.com/merchant/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.payrexx.com/merchant/english/payment/disputes/processing-and-submitting-evidence.md). # Processing and submitting evidence Despite taking the best preventive measures, disputes (chargebacks) may still be opened against you. In such cases, it is important to respond promptly and handle disputes effectively by submitting evidence. ## Standardized Process Dispute resolution follows an internationally standardized [process](https://docs.payrexx.com/merchant/english/payment/disputes/definition#this-is-how-disputes-are-processed) set by credit card networks (Visa, Mastercard, etc.). It is not possible to influence the outcome of a dispute outside of this standardized process. As a merchant, you can only resolve a dispute by collaborating with your customer to encourage them to withdraw it, or by submitting evidence showing that the charge was legitimate. ### Opening of a dispute As soon as a customer disputes a transaction with their bank, the amount is immediately credited back to them on a temporary basis. In accordance with these guidelines, Payrexx is required to take the following actions at this stage: 1. **Withholding of funds:** We temporarily deduct the disputed transaction amount from your merchant account. 2. **Dispute fee:** We charge a dispute fee of CHF/EUR 35.00 per transaction. 3. **Payout hold:** We temporarily pause payouts in your account to mitigate the risk. 4. **Notification:** We immediately inform you by email about the opened dispute, the reason, and the deadline for submitting evidence. {% hint style="success" %} If you win the dispute, the transaction amount and the dispute fee will automatically be refunded to you. {% endhint %} ## Resolution Options Depending on the situation, you have three options to respond to the dispute: ### Accepting the dispute There are situations where it makes the most financial or practical sense to accept the dispute (in this case, you bear the loss of the transaction amount as well as the fee). We recommend this course of action in the following situations: * Obvious fraud (e.g., stolen credit card) * Obvious merchant error ### Finding a bilateral solution The best solution is often contacting the customer directly, as disputes are frequently based on misunderstandings. Contact the customer by phone or email, express your understanding, but also inform them about any policies they accepted when placing the order. Many disputes can be resolved bilaterally through open, honest, and understanding communication. {% hint style="info" %} We recommend always submitting evidence – even if the end customer confirms that they will withdraw the dispute. Proof of the bilaterally agreed solution should be included as part of the submitted evidence. {% endhint %} ### Submitting evidence If you are in the right, you should contest the dispute. By submitting relevant documents, you prove to the customer's bank that the charge was legitimate. Banks review evidence only once. Therefore, it is essential to strictly adhere to content, format, and deadline requirements. Incorrect or late evidence will not be accepted by the banks. #### How do I submit evidence? * Pay attention to the deadline for submitting evidence, which we will communicate to you. * If possible, submit evidence in English so that the content can be understood by all participating banks. * Submit evidence in the correct file format: Use `.tif` or `.tiff` for images, and `.pdf` or `.docx` for all other documents. * Rename all files so that their file names match their content. * Answer any follow-up questions regarding submitted evidence promptly. #### What evidence should I submit? Not every dispute requires the same evidence. Depending on the reason for the dispute, certain types of evidence will be more relevant than others. We inform you of the reason for the dispute as soon as it is opened so that you can gather the appropriate evidence. Click on one of the following dispute reasons to learn which evidence you should submit:
FraudulentFraudulent credit card payments or "Friendly Fraud"
Credit not processedA credit was not processed
DuplicateA transaction was processed twice
Product not receivedProduct not received or received too late
Product unacceptableProduct not acceptable or inaccurate produce description
Subscription canceledA cancelled subscription
UnrecognizedOther reasons or reason unknown
## Overview Of All Disputes You can find an [overview of all disputes](/merchant/english/payment/disputes.md) in the merchant administration of your Payrexx account under **Payments > Disputes**. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.payrexx.com/merchant/english/payment/disputes/processing-and-submitting-evidence.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.