Credit not processed
Learn which evidence should be submitted for disputes of the "Credit not processed" type in order to win them.
Click on the appropriate tab depending on whether the disputed transaction is a physical product, a digital product/service or an offline service.
If it is a physical product, please submit the following evidence:
refund policy as you communicated it to the customer prior to purchase. Examples:
copied text of your policy page
screenshot of the policy on a receipt
PDF file of the relevant section of your terms and conditions
explanation of when, how and where you provided the refund policy to the customer prior to purchase
explanation of why the customer is not entitled to a refund (or a full refund if they have already received a partial refund)
evidence of whether or not the customer tried to find a solution with you prior to the dispute
information on customer communication if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:
PDF or screenshot of the conversation
PDF with written report on a telephone call (incl. contact details)
all documents that invalidate the reason for contestation, e.g. screenshots or PDF with:
proof that a refund has already been made
proof of whether the customer has returned the delivery in full or in part or has used or returned it in part or whether the amount of the contested payment exceeds the value of the unused portion
proof of withdrawal of the dispute by the cardholder
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