# Fraudulent

Click on the appropriate tab depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.

{% tabs %}
{% tab title="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
    {% endtab %}

{% tab title="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
    {% endtab %}

{% tab title="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
    {% endtab %}
    {% endtabs %}