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.
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.
Fraudulent
The following visual evidence shows you how to perform comprehensive fraud analysis, which includes transaction legitimacy and authorisation 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 summarising 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, emphasising 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).

Summarise the conclusion from your investigation.

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