Unrecognized

Learn which evidence should be submitted for disputes of the "Unrecognized" 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 is a physical product, please submit the following evidence:

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

• proof that the person who signed for the products was authorized to sign for the cardholder or is known to the cardholder the following documents and information

• if the products were collected from a physical location:

  • signature of the cardholder on the pick-up form

  • copy of the proof of identity provided by the cardholder

  • details of the proof of identity provided by the cardholder

• shipping address (must match an AVS-verified billing address or must be the address of a business that is in some way associated with the legitimate credit card holder)

• copy of the shipping receipt or shipping label or other proof that the product was shipped to the same address that the credit card holder provided to you when placing the order

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

• delivery service name (separate multiple delivery services with commas)

• shipment number of the delivery service (separate multiple shipment numbers with 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) on the same credit card

  • proof that payments on the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that 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

In the case of a digital product or service, please submit the following evidence:

• IP address of the customer at the time of the order

• name and email 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/several uncontested payments on the same credit card

  • proof that payments on the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that 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 showing a connection between the person using the service and the credit 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 credit card holder or is known to the credit card holder. Examples:

  • signature of the credit card holder on the collection form

  • copy of the proof of identity provided by the cardholder

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

• copy of contract, work order or other written agreement in legible format showing that the service was provided to the cardholder, including the date on which the cardholder received or commenced 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/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, e.g. screenshots or PDF with:

  • signed order form for products ordered over the phone or by email

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

  • proof of one/several uncontested payments on the same credit card

  • proof that payments on the same card were disputed as fraudulent before the issuer authorized these transactions

  • proof that 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