Your defense documents (your rebuttal) will be reviewed by an employee of the issuing bank (your guest's bank). Bank employees review many rebuttals on a single day, and have a limited amount of time to go through all the pages of your uploaded documents. As such, structuring your documents and listing valid arguments on the first page, forces them to review your rebuttal in total.
Document requirements
Submit your dispute defense documents in the same file. Ensure the format complies with the following requirements:
- Documents must be in English.
- The combined maximum number of pages for uploaded defense documents is 19.
- Acceptable formats and file sizes are JPG, TIFF (max. 10MB) or PDF (max. 2MB).
- For best results, the original document should be either be A4 (21 x 29.7cm) or US Letter (8.5 x 11").
Defense requirements
The requirements for defending against disputes vary depending on the reason for the dispute. For all types of dispute, you must provide documents with details of transactions to help you build a strong case to challenge the dispute.
Meeting the defense requirements does not guarantee that you will win.
Fraud – Card absent transaction
The Cardholder claims that they did not authorise or participate in the transaction. You should demonstrate that the cardholder did legitimately purchase the service or merchandise.
You must provide:
Merchandise:
- Copy of Invoice / confirmation email
- Email conversation with cardholder.
- Record of previous non-disputed payments.
Digital Goods:
- Confirmation email.
- Description of the digital goods and the date and time they were purchased and used or redeemed.
- Record of previous non-disputed payments.
Services:
- Documentation proving you provided the service to the cardholder (confirmation email, copy of invoice, evidence of redemption).
- Date the cardholder began use of the service.
- Evidence that cardholder used the service before.
- Record of previous non-disputed payments.
Duplicate processing/Paid by other means
The cardholder claims that a single transaction was processed more than once.
To defend against this dispute you must provide:
Merchandise / Digital Goods / Services:
- Copy of invoice of two separate bookings.
- Documentation to prove that no other form of payment was used.
Services not provided/Merchandise not received
The cardholder claims that merchandise or services that they ordered were not received or not received on time.
To defend against this dispute you must provide:
Merchandise:
- Description of the goods.
- DHL Signed proof of delivery, and AVS match.
- Communication where the cardholder confirms possession of the goods.
- Explanation why shipment was delayed.
Digital Goods:
- Confirmation email.
- Description of the digital goods and the date and time they were purchased used or redeemed.
- Record of previous non-disputed payments.
Services:
- Confirmation email.
- Proof that the cardholder received (redeemed) the service at the agreed date and time.
- Communication with the cardholder after the payment.
Canceled merchandise/services
The cardholder's bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder's statement.
To defend against this dispute you must provide:
Merchandise/ Digital Goods:
- Copy of invoice / confirmation email.
- Proof that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
- Proof that the cardholder initially received the merchandise, and did not return the merchandise.
- Proof that cardholder has not contacted you to solve the issue.
Services:
- Copy of invoice / confirmation email.
- Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
- Proof that cardholder has not contacted you to cancel the service.
Canceled recurring transaction
A recurring transaction was processed after it was canceled or that the cardholder's account was closed
To defend against this dispute you must provide:
Services:
- Proof that the services were used between billing date and the cancellation date.
- The Cardholder requested cancellation for a different date and services were provided until this date.
- Proof that cardholder is still interested in service.
Goods not as described/defective
The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.
To defend against this dispute you must provide:
Merchandise:
- Proof that cardholder has not contacted you to solve the issue or returned the merchandise.
- Evidence to prove that the merchandise was as described or was not damaged or defective.
- If the merchandise was replaced/repaired, provide a DHL signed proof of delivery.
- Email communication with cardholder.
Digital Goods:
- Proof that cardholder has not contacted you to solve the issue.
- Evidence to prove that the merchandise was as described or was not damaged or defective.
Services:
- Proof that cardholder has not contacted you to solve the issue.
- Evidence to prove that the service was as described.
Misrepresentation of the purchased good and/or service
The cardholder claims that the terms of sales (terms and conditions) were misrepresented.
To defend against this dispute you must provide:
Merchandise/ Digital Goods/ Services:
- Proof that your Terms and Conditions were clearly communicated before transaction was processed.
- Proof that cardholder acknowledged merchant's Terms and conditions (for example, screenshot of the check-out page of your website where it is visible that cardholder accepted the T&C by clicking a tick box before proceeding to payment).