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.

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

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