Dispute sample evidence packets

Use these visual examples to help you through a dispute.

Learn how to navigate common network dispute categories by referring to the following sample evidence packets. To learn about the reason codes within these categories, see Dispute reason codes.

Note

The images throughout this guide are for illustrative purposes only.

Credit not processed

The following visual evidence captures when a Credit Not Processed dispute is denied or approved. To effectively show proof or denial of a dispute in this category, adhere to this non-exhaustive list of best practices.

To provide official proof that you refunded a transaction, begin by showing the original transaction.

Credit not processed approval example (1)

With this, include refund details, the payment processor log, and merchant account statement.

Credit not processed approval example (3)

Duplicate

The following visual evidence captures when a Duplicate dispute is denied or approved. To effectively show that a transaction was a duplicate or intentional, adhere to this non-exhaustive list of best practices.

To show proof that you refunded one of the transactions, begin by capturing your investigation summary.

Show the valid and refunded transactions.

Include the refund details and the payment processor log.

Attach a bank statement record that shows that you successfuly refunded one of the transactions.

Fraudulent

The following visual evidence shows you how to perform comprehensive fraud analysis, which includes transaction legitimacy and authorization verification. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices.

To show proof that a transaction wasn’t fraudulent, begin by summarizing your investigation.

Reference location data, confirming the transaction originated from an IP address consistent with past orders and the billing address.

If you have one, provide the fraud risk score that you assigned to the transaction, emphasizing that it was low risk. With this, include your customer’s verification details.

Show that your customer performed or completed Address Verification System (AVS), CVV verification, and 3D Secure (3DS).

Summarize the conclusion from your investigation.

General

The following visual evidence shows transaction details, pricing transparency, and customer communications.

Provide a summary of evidence.

Dispute order confirmation and receipts (1)

Provide a copy of the receipt email, showing the order details, total amount, payment method, and transaction ID.

Dispute order confirmation and receipts (2)

Provide a record of the order confirmation screen shown to the customer immediately after completing the purchase.

Dispute order confirmation and receipts (3)

Include a transaction and dispute summary.

Dispute order confirmation and receipts (5)

Product not received

The following visual evidence guides you through what you need to provide when responding to a Product not received reason code. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices.

Cite your terms of service, including sections that touch on delivery confirmation and disputes.

Reference email notifications that show that you or the carrier informed the recipient before, during, and after delivery.

Include a photo of the delivery and your customer’s signature verification.

In the tracking history, mark up the delivery date, highlighting that the customer raised the dispute after the carrier delivered the product.

Include only relevant shipping information, such as the carrier, ship date, delivery date, tracking number, and status.

Product unacceptable

The following visual evidence guides you through what you need to provide when responding to a Product unacceptable reason code. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices.

Provide a summary of evidence.

Quality and functionality unacceptable (1)

Include any evidence to demonstrate the product functioned as advertised.

Quality and functionality unacceptable (2)

Provide any documentation or results to show the product met specifications before shipment.

Quality and functionality unacceptable (4)

Provide the original transaction details and dispute context.

Quality and functionality unacceptable (5)

Subscription canceled

The following visual evidence shows subscription terms and policies, cancellation records, and continued usage after alleged cancellation. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices.

Include evidence that the customer received and agreed to your terms at the time of signup.

Provide the subscription terms the customer agreed to, including renewal, cancellation, and refund policies.

Summarize the evidence that supports your case.