Unrecognized

Find out what evidence should be submitted in "Unrecognized" 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:

• emails, photos, and other documents that establish a connection between the product recipient and the cardholder, or that prove the disputing cardholder is in possession of the products

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

• the following documents and information, if the products were picked up at a physical location:

  • 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 the AVS-verified billing address or be an address associated with a business related to the legitimate cardholder)

• copy of the shipping receipt or shipping label, or other proof that the product was sent to the same address provided by the cardholder at the time of order

• delivery date in a clear, visual format (this date must be before the dispute date)

• name of the delivery service (list multiple delivery services separated by commas)

• tracking number of the delivery service (list multiple tracking numbers separated by commas)

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

  • signed order form for products ordered via phone or email

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

  • proof of one or more undisputed payments on 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 value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification

  • proof of a valid contract between the cardholder and your business, that the cardholder uses the product, and that no previous payment was disputed (this point applies to recurring payments)

  • proof of an already processed refund

  • proof of the cardholder withdrawing the dispute

Digital

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

• IP address of the customer at the time of order

• name and email address of the customer

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

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

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

  • ID, number, and if applicable, name of the device

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

  • proof of one or more undisputed payments on 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 value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification

  • proof of an already processed refund

  • proof of the cardholder withdrawing the dispute

Offline

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

• emails, photos, or other documents proving a connection between the person using the service and the cardholder, or showing that the disputing cardholder has used or is still using the service

• proof that the person who signed for the service was authorized to sign for the cardholder or was known to them, such as:

  • signature of the cardholder on the pickup form

  • copy of the ID provided by the cardholder

  • details of the ID provided by the cardholder

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

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

  • 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/redeemed rewards from loyalty programs connecting to the cardholder

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

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

  • signed order form for products ordered by phone or email

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

  • proof of one or more undisputed payments on 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 value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification

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

  • proof of an already processed refund

  • proof of the cardholder withdrawing the dispute