Docs
DocsPlattformDeveloperTicket
ENGLISH
ENGLISH
  • Welcome to Payrexx
  • The first steps
    • Overview of Payrexx
    • Account Verification
      • Prohibited Business Models
  • Payments
    • Functionalities
      • Pre-authorization
      • Tokenization
      • Subscriptions
        • Subscriptions managed by Payrexx
        • Subscriptions via tokenization (API)
      • Refunds and Partial Refunds
      • MOTO payments
    • Testing
    • Payment Status
    • Disputes
      • Definition
      • Prevention
        • Fraudulent
        • Credit not processed
        • Duplicate
        • Product not received
        • Product unacceptable
        • Subscription canceled
        • Unrecognized
      • Processing and submitting evidence
        • Fraudulent
        • Credit not processed
        • Duplicate
        • Product not received
        • Product unacceptable
        • Subscription canceled
        • Unrecognized
      • Best Practices
      • FAQ
    • FAQ
  • Payment Services
    • Payrexx Pay and Payrexx Pay Plus
      • Activation and Configuration
      • Function Matrix for Payment Methods
      • Payment methods
        • Alipay
        • American Express
        • Apple Pay
        • Bancontact
        • Centi
        • Click to Pay with Visa
        • Diners Club International
        • Discover Card
        • eps
        • Google Pay
        • iDEAL
        • Klarna
        • Mastercard
        • Pay by Bank
        • PostFinance Pay
        • Przelewy24
        • Purchase on Invoice
        • Reka
        • Samsung Pay
        • SEPA Debit Direct
        • TWINT
          • TWINT "Pay later"
        • Visa
        • WeChat Pay
      • Card Regions and Fees
      • Charging Virtual Credit Cards
    • Payment Provider Feature Matrix
    • Country Availability
    • External Payment Providers
      • Credit Cards and Debit Cards
        • Braintree
        • BS PAYONE
        • CCAvenue
        • Clearhaus
        • Datatrans
        • HeyLight
        • Ingenico
          • Ingenico E-COMMERCE
          • Ingenico ALIAS GATEWAY
          • Masterpass Checkout
        • Mollie
        • Nexi (Concardis)
          • Concardis-Payengine start.now / speed.up / flex.pro
        • PostFinance Checkout
        • Skrill
        • Stripe
          • FAQ Stripe
        • VIVEUM
        • Worldline (Saferpay)
      • Alternative Payment Methods
        • Amazon Pay
        • Barzahlen/viacash
        • boncard / Lunch-Check
        • Coinbase
        • Giropay
        • Ideal Payment
        • Klarna
        • PayPal
        • Paysafecash
        • PointsPay
        • POWERPAY
        • TWINT
        • WIRpay
        • xMoney
      • Manual Payment Methods
        • Advance Payment
        • Bill
        • Reka-Check
    • Buy Now Pay Later
    • PCI-DSS Compliance
  • Account and administration
    • Dashboard
    • Payments
      • Transactions
      • Subscriptions
      • Pre-Authorization
      • Tokenization
      • Export
    • Payouts
      • Rolling Reserve
    • Customers
    • Reports
    • Tools
      • Pages
        • Products
        • Discount Codes
        • Pages Subscriptions
        • Value Coupon
        • Website Integration
        • Google Merchant Center
      • Paylink
        • Paylink Subscriptions
      • QR Pay
      • Terminal
      • Invoice
      • Donation
        • Donation Subscriptions
        • Website Integration
      • Parameter
    • API and Plugins
    • Webhooks
    • Payment Providers
    • Settings
      • General Settings
        • Multilingual Frontend
        • Google Analytics
        • Facebook/ Meta Pixel
        • Custom Domain
        • 2-Factor Authentication
      • Company Data
      • Payouts Settings
      • User Administration
      • Look & Feel
      • Notifications
      • Legal
      • Plan and Billing
    • FAQ
  • Integration
    • E-Commerce Systems
      • WooCommerce
      • PrestaShop
      • Shopware 5
      • Shopware 6
      • Shopify
      • MyCommerce
      • Ecwid
      • Magento 2
      • Gambio
      • Gravity Forms
      • Drupal
      • NopCommerce
      • CS Cart
      • JTL Shop 5
      • Odoo
      • saldiaShop
      • FLOW Shopsoftware
    • Content Management Systems (CMS)
      • Cloudrexx
      • Concrete5
      • Drupal
      • Jimdo
      • JoomDonation
      • Modmore
      • Paymattic
      • Weebly
      • WIX
      • Zappter
    • Business Software
      • aforms
      • Cura Fundraising
      • Deinlokal (maaxx)
      • GUVOTO
      • Make
      • Reservation System (Hürlimann Informatik)
      • SelectLine
      • Zapier
    • Other Integrations
  • Point of Sale
    • POS Terminals Overview
    • Ordering a Terminal
    • Tutorials
      • Terminal Basics
      • Operating the Terminal
      • Connecting to the Internet
      • Performing Transactions
      • Managing Transactions
      • Advanced Settings
    • Returning a Terminal
  • Tap to Pay
    • Tap to Pay Overview
    • Setting Up Tap to Pay
    • Processing Payments
    • Transaction Overview
    • Analytics Tools
    • Tap to Pay Settings
  • SUPPORT
    • Payrexx Support Portal
    • Frequently Asked Questions
  • Accessibility
  • Release Notes
    • Release Notes 2025
      • Release 2025.04
      • Release 2025.02
    • Release Notes 2024
      • Release 2024.11
      • Release 2024.09
      • Release 2024.07
      • Release 2024.05
      • Release 2024.03
      • Release 2024.01
    • Release Notes 2023
      • Release 2023.12
Powered by GitBook
LogoLogo

Product

  • Payments
  • E-Commerce Tools
  • Pricing
  • Feedback

Company

  • About Us
  • Careers
  • Blog
  • Newsletter

Support

  • Contact
  • Statuspage
  • Downloads

Developer

  • Documentation
  • API Reference
  • Integrations & Plugins

© Payrexx. All rigths reserved.

On this page

Was this helpful?

  1. Payments
  2. Disputes
  3. Processing and submitting evidence

Credit not processed

Learn which evidence should be submitted in cases of "Credit Not Processed" 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:

  • refund policy as communicated to the customer before the purchase, such as:

    • copied text from your policy page

    • screenshot of the policy on a receipt

    • PDF of the relevant section of your Terms and Conditions

  • explanation of when, how, and where you provided the refund policy to the customer before the purchase

  • explanation of why the customer is not entitled to a refund (or a full refund if they have already received a partial refund)

  • proof of whether the customer attempted to resolve the issue with you before filing the dispute

  • details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as:

    • PDF or screenshot of the conversation

    • PDF with a written report of a phone call (including contact details)

  • any documents that refute the dispute reason, such as screenshots or PDFs, including:

    • proof of an already processed refund

    • proof of whether the customer returned the delivery in full or in part, or if the amount of the disputed payment exceeds the value of the unused portion

    • 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:

  • refund policy as communicated to the customer before the purchase, such as:

    • copied text from your policy page

    • screenshot of the policy on a receipt

    • PDF of the relevant section of your Terms and Conditions

  • explanation of when, how, and where you provided the refund policy to the customer before the purchase

  • explanation of why the customer is not entitled to a refund/cancellation

  • proof of whether the customer attempted to resolve the issue with you before filing the dispute

  • details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as:

    • PDF or screenshot of the conversation

    • PDF with a written report of a phone call (including contact details)

  • any documents that refute the dispute reason, such as screenshots or PDFs, including:

    • proof of an already processed refund

    • proof of whether the customer fully or partially utilized the digital product or service, whether they only partially used it, or if the amount of the disputed payment exceeds the value of the unused portion

    • proof of the cardholder's withdrawal of the dispute

If the dispute involves an offline service, please ensure to submit the following evidence:

  • refund policy as communicated to the customer before the purchase, such as:

    • copy of the text from your policy page

    • screenshot of the policy on a receipt

    • PDF of the relevant section of your Terms and Conditions

  • explanation of how and where you provided the policy to the customer before the purchase

  • explanation of why the customer is not entitled to a refund

  • proof of whether the customer attempted to resolve the issue with you before filing the dispute

  • details of customer communication if you communicated with the customer before the dispute or if later conversations served to clarify the situation, such as:

    • PDF or screenshot of the conversation

    • PDF with a written report of a phone call (including contact details)

  • any documents that refute the dispute reason, such as screenshots or PDFs, including:

    • proof of an already processed refund

    • proof that the service was partially utilized, or that the amount of the disputed payment exceeds the value of the unused portion

    • proof of the cardholder's withdrawal of the dispute

Last updated 11 months ago

Was this helpful?