Learn which evidence should be submitted in cases of "Duplicate" 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:
ID of the previous payment that appears to be a duplicate of the disputed payment (if there is a duplicate payment)
explanation of the difference between the disputed payment and the one that is a duplicate from the customer's point of view
separate payment receipt or other document relating to the previous payment that clearly identifies it (Please attach this document to a similar document to the disputed payment that proves that there are two separate payments. If possible, please attach a receipt or separate shipping label for the other payment. Provide an appropriate packing list for shipping multiple products.)
shipping receipt or label for the product of the disputed transaction
proof of whether or not the customer tried to find a solution with you prior to the dispute
customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification, such as:
PDF or screenshot of the conversation
PDF with written report on a telephone call (incl. contact details)
all documents that refute the reason for contestation, for example screenshots or PDFs with:
copies of payment receipts showing that each payment was made separately (if not available, a summary of all individual payments)
proof that a refund has already been made
proof of withdrawal of the dispute by the cardholder
If the dispute involves a digital product or service, please ensure to submit the following evidence:
ID of the previous payment that appears to be a duplicate of the disputed payment (if there is a duplicate payment)
explanation of the difference between the disputed payment and the one that appears to be a duplicate from the customer's perspective
separate payment receipt or other document that can clearly identify the previous payment, or that shows the two payments are separate. A receipt for the other payment is helpful.
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:
copies of payment receipts showing that each payment was processed separately (if not available, compile all individual payments)
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:
ID of the previous payment that appears to be a duplicate of the disputed payment (if there is a duplicate payment)
explanation of the difference between the disputed payment and the one that appears to be a duplicate from the customer's perspective
separate payment receipt or other document that can clearly identify the previous payment, or that shows the two payments are separate. A receipt or separate shipping label for the other payment is helpful.
copy of a framework contract or service document for the disputed payment
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:
copies of payment receipts showing that each payment was processed separately (if not available, compile all individual payments)
proof of an already processed refund
proof of the cardholder's withdrawal of the dispute
