# 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 %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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