Once a dispute is made by a customer, merchants can submit evidence to support their case. This checklist outlines the documentation required to support a chargeback dispute. Providing clear, complete, and relevant evidence improves the likelihood of a successful outcome. Issuers will not infer or interpret evidence on your behalf - explanations matter.

Initial Documentation

Merchant Information

Provide basic information so the issuer understands who you are and what your business does. Required

1. Merchant name
2. Merchant website URL
3. Merchant contact information
4. Merchant contact information

Explanation of the Dispute

Clearly explain why the chargeback is invalid.

Include:

1. A clear explanation of the product or services provided (Do not assume the issuer is familiar with your business model)
2. A written explanation of how the evidence supports your dispute
3. A clear explanation of how the documentation directly addresses the chargeback reason code
   1. Your evidence must demonstrate all of the following (where applicable):
      1. The true cardholder authorized or participated in the transaction
      2. The merchant delivered the product or services as promised
      3. The cardholder received and benefited from the product or services Important
      4. Do not rely on the issuer to extract meaning from documents
      5. Highlight or explain relevant sections of invoices, receipts, logs, or policies
      6. All documentation must be in English or include an English translation

Cardholder Information

The information provided should match what the issuing bank has on file.

Required:

1. Full name
2. Billing address
3. Phone number
4. Email address

Transaction Details

Provide clear transaction-level details to establish legitimacy.

Required:

1. Transaction date and time
2. Network ID
3. Transaction receipt, invoice, or contract
4. AVS response code showing an address match (if applicable)
5. CVV2 (if applicable)

Transaction Environment Data (If Available)

These elements help demonstrate consistency with the cardholder’s prior activity.

Include where applicable:

1. IP address
2. Device name or type
3. Device ID
4. Geographic location at the time of the transaction

These data points are most effective when they match information from prior undisputed transactions involving the same cardholder.

Terms & Conditions

Issuers rely heavily on policy clarity.

Required

1. Relevant excerpts from your Terms & Conditions related to the dispute reason
2. Evidence the cardholder had access to the Terms & Conditions at the time of the transaction
3. A publicly accessible Terms & Conditions link

Refund and Cancellation Policy

Demonstrate that your policies were disclosed and followed.

Required:

1. Evidence that refunds or cancellation terms were clearly disclosed and agreed to
2. Relevant excerpts showing why the cardholder did not meet the policy requirements

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Supporting Evidence

Evidence of Cardholder-Merchant Relationship

Show an established relationship between the merchant and the cardholder.

Examples:

1. Evidence the account was successfully created and verified
2. Evidence of password entry or authentication at time of purchase
3. Evidence of prior, undisputed transactions for similar goods or services

Evidence of Product or Service Use

Demonstrate that the cardholder used or benefited from the purchase.

Examples:

1. Login records or activity after the transaction date
2. Emails, usage logs, or screenshots showing access to services
3. Proof the cardholder possessed or used the merchandise

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Transaction Type Specific Evidence

Card-Not-Present Transactions

Evidence is stronger when it matches prior undisputed activity.

Provide one or more of the following from a previous undisputed transaction using the same PAN/PAR that is under dispute:

1. IP address
2. Email address
3. Physical address
4. Phone number

Recurring Transactions (If Applicable)

Required:

1. A valid, enforceable agreement between the merchant and cardholder
2. Evidence the cardholder continued using the service
3. At least one prior undisputed transaction

Card-Present (US Domestic, Key-Entered, No Chip)

Provide one of the following:

1. Evidence the same card was used in a previous or subsequent undisputed transaction OR
2. Copy of identification presented by the cardholder
3. Receipt, invoice, or contract linking the transaction to the identification
4. Evidence the Dispute Is No Longer Valid (If Applicable)
5. Optional but Strong
   1. Written confirmation (email or letter) from the cardholder stating they no longer dispute the transaction
   2. Proof of refund or reversal, including:
      1. Amount
      2. Processing date
      3. Network ID

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Final Reminder

Issuing banks make final decisions based on the clarity, relevance, and timeliness of evidence. Submitting complete documentation that directly addresses the dispute reason significantly improves outcomes.