Subscription canceled

Find out what evidence should be submitted in "Subscription canceled" disputes to win them.

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 it concerns a physical product, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer

• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase

• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid

• notifications sent to the customer about an upcoming renewal or continuation of the subscription

• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)

• all documents that refute the reason for the dispute, such as screenshots or PDFs with:

  • proof that the service was provided before the billing (if billing occurs regularly but the service elements are provided before billing)

  • proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used

  • proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)

  • proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)

  • proof of an already processed refund

  • proof of a provided replacement service

  • proof of the cardholder withdrawing the dispute

Digital

If it concerns a digital product or service, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer

• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase

• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid

• notifications sent to the customer about an upcoming renewal or continuation of the subscription

• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)

• all documents that refute the reason for the dispute, such as screenshots or PDFs with:

  • controls set up for customers to prevent accidental auto-billing, regulate automated expenditures, and monitor their own usage

  • proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)

  • proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used

  • proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)

  • proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)

  • proof of an already processed refund

  • proof of a provided replacement product or service

  • proof of the cardholder withdrawing the dispute

Offline

If it concerns an offline service, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer

• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase

• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid

• date of service provision or commencement in a clear, readable format

• documentation showing that the cardholder received the service, including the corresponding date:

  • copy of a signed contract

  • copy of a signed work order

  • other forms of written agreements

• notifications sent to the customer about an upcoming renewal or continuation of the subscription

• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)

• all documents that refute the reason for the dispute, such as screenshots or PDFs with:

  • proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)

  • proof that the service was partially used, or that the disputed payment amount exceeds the value of the unused portion

  • proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)

  • proof of an already processed refund

  • proof of a provided replacement service

  • proof of the cardholder withdrawing the dispute