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

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