Fraudulent

Learn which evidence should be submitted in cases of "Fraudulent" 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:

• proof of connection between the recipient and the cardholder (e.g., photos or emails) or documents proving that the disputing cardholder is in possession of the products

• proof that the person who signed for the products was authorized to sign for or known to the cardholder

• For products picked up at a physical location, please include the following arguments:

  • signature of the cardholder on the pickup form

  • copy of the identification provided by the cardholder

  • details of the identification provided by the cardholder

• delivery address (must match an Address Verification Service (AVS) verified billing address or be a business address associated with the legitimate cardholder)

• copy of the delivery receipt or shipping label, or other documentation proving the product was shipped to the address provided by the cardholder

• delivery date in a clear, visual format (date must precede the dispute date)

• name of the delivery service(s), separated by commas if multiple services were used

• tracking number(s) of the delivery service(s), separated by commas if multiple tracking numbers are available

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

  • signed order form for products ordered by phone or email

  • proof that the transaction was made by a household or family member of the cardholder

  • proof of non-disputed payment(s) using the same credit card

  • proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification

  • proof of a valid contract between the cardholder and your company, showing the cardholder is using the product and no previous payments were disputed (this applies to recurring payments)

  • proof of an already processed refund

  • proof of the cardholder's withdrawal of the dispute

Digital

If the dispute involves a digital product or service, please ensure to submit the following evidence:

• customer's IP address at the time of the order

• customer's name and email address

• activity/server logs showing that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)

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

  • geographical location of the device during the date/time of the transaction

  • device ID, number, and name, if available

  • proof that the transaction was made by a household or family member of the cardholder

  • proof of one or more non-disputed payments using the same credit card

  • proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification

  • 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:

• emails, photos, or other proof of the connection between the cardholder and the service recipient, or evidence that the disputing cardholder utilized the service

• proof that the person who signed for the service was authorized to sign for or known to the cardholder. If possible, provide the following documents:

  • pickup form signed by the cardholder

  • copy of the identification provided by the cardholder

  • details of the identification provided by the cardholder

• copy of the contract, work order, or other written agreement in a clearly readable format, showing that the service was provided to the cardholder, including the date the cardholder received or started receiving the service

• for personal transportation or travel and expense transactions, proof that the service was provided, including one of the following:

  • proof of ticket receipt at the cardholder's billing address

  • proof of payments related to the disputed payment (e.g., for extra baggage or upgrades)

  • address, phone number, and other details of received or redeemed loyalty rewards connected to the cardholder

  • proof that other payments related to the original transaction were not disputed

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

  • signed order form for products ordered by phone or email

  • proof that the transaction was made by a household or family member of the cardholder

  • proof of one or more non-disputed payments using the same credit card

  • proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that the CVC code was provided at purchase, but the issuer failed to verify it or authorized the transaction despite a failed verification

  • proof of a valid contract between the cardholder and your company, showing the cardholder is using the product and no previous payments were disputed (this applies to recurring payments)

  • proof of an already processed refund

  • proof of the cardholder's withdrawal of the dispute