Duplicate

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.

Physical

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

Digital

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

Offline

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