Duplicate
Learn which evidence should be submitted for disputes of the "Duplicate" 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:
ID of the previous payment that appears to be a duplicate of the disputed payment (if there is a duplicate payment)
explanation of the difference between the disputed payment and the one that is a duplicate from the customer's point of view
separate payment receipt or other document relating to the previous payment that clearly identifies it (Please attach this document to a similar document to the disputed payment that proves that there are two separate payments. If possible, please attach a receipt or separate shipping label for the other payment. Provide an appropriate packing list for shipping multiple products).
shipping receipt or label for the product of the disputed transaction
proof of whether or not the customer tried to find a solution with you prior to the dispute
customer communication information 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 refute the reason for contestation, for example screenshots or PDFs with:
copies of payment receipts showing that each payment was made separately (if not available, a summary of all individual payments)
proof that a refund has already been made
proof of withdrawal of the dispute by the cardholder
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