Responding to Disputes and Chargebacks

How to respond to a disputed transaction

It's important to provide as much clear evidence as possible when responding to a dispute.

In the case of a "fraudulent" card not present or ecommerce transaction that could include evidence of the following:

• AVS (address verification match)

• Billing/Shipping match

• Proof of delivery

• Emails with the cardholder

• Cardholder signature on the pickup form

• Details of cardholder identification

• IP address and/or email address of purchaser

• Description of goods/services sold

• Proof that website was accessed for services after transaction date

• Proof goods were downloaded

• Signed order form

• Evidence that transaction was completed by cardholder's family or household

Questions or need more explanation please email our Risk Team at [e-mail].