Fraudulent

Learn which evidence should be submitted for disputes of the "Fraudulent" 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.

Physical

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

• evidence of a connection between the service recipient and the credit card holder (e.g. photos or emails) or documents proving that the disputing credit card holder is in possession of the products

• proof that the person who signed for the products was authorized to sign for the credit card holder or is known to the credit card holder

• the following arguments if the products are collected from a physical location:

  • signature of the credit card holder on the collection form

  • copy of proof of identity provided by the credit card holder

  • details of the proof of identity provided by the credit card holder

• delivery address (must correspond to a billing address verified with the Address Verification Service (AVS) or must be the address of a company that is connected in some way to the legitimate credit card holder)

• copy of the delivery receipt or delivery label or other documentation proving that the product was shipped to the address provided by the cardholder

• date of delivery in a clear, visual format (date must be prior to the date of dispute)

• name of the delivery service or the names of several delivery services separated by commas

• consignment number of the delivery service or the consignment numbers of several delivery services separated by commas

• all documents that invalidate the reason for the challenge, e.g. screenshots or PDF with:

  • signed order form for products ordered over the phone or by e-mail

  • proof that the transaction was made by a household or family member of the credit card holder

  • proof of uncontested payment(s) with 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 presented at the time of purchase but the issuer did not verify it or authorized the charge despite failed verification

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

  • proof that a refund has already been made

  • proof of withdrawal of the dispute by the cardholder

Digital

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

• IP address of the customer at the time of ordering

• name and e-mail address of the customer

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

• all documents that invalidate the reason for the dispute, for example screenshots or PDFs with:

  • geographical 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 made by a household or family member of the credit card holder

  • proof of one or more uncontested payment(s) with 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 presented at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification

  • proof that a refund has already been made

  • proof of withdrawal of the dispute by the cardholder

Offline

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

• emails, photos or other evidence of the connection between the credit card holder and the service recipient or evidence of the use of the service by the disputing card holder

• proof that the person who signed for the service was authorized to sign for the cardholder or is known to the cardholder. If possible, provide the following documents:

  • collection form signed by the cardholder

  • copy of proof of identity provided by the cardholder

  • details of the proof of identity provided by the cardholder

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

• for passenger transportation or travel and expense transactions, proof that the service was provided, including one of the following:

  • proof of receipt of the ticket at the cardholder's billing address

  • proof of payments related to the disputed payment (e.g. for additional baggage or upgrades)

  • address, telephone number and other details of rewards received or redeemed from loyalty programs that enable a connection to the cardholder

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

• all documents that invalidate the reason for contestation, for example screenshots or PDFs:

  • signed order form for products ordered over the phone or by e-mail

  • proof that the transaction was made by a household or family member of the credit card holder

  • proof of one or more uncontested payments with 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 presented at the time of purchase but the issuer did not verify it or authorized the charge despite failed verification

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

  • proof that a refund has already been made

  • proof of withdrawal of the dispute by the cardholder