What documents do I need to challenge a chargeback?

The type of documentation you’ll need depends on the reason for the dispute. Below is a breakdown of what to submit for each category.

Fraud Disputes

These occur when the cardholder claims they didn’t authorize the transaction. To challenge fraud-related chargebacks, submit compelling evidence such as:

• proof the card was swiped, or the chip/PIN was used
• signed and dated sales draft (imprinted or embossed)
• signed letter from the cardholder stating they no longer dispute the transaction
• proof that a refund or credit was issued before the chargeback

The following evidence is helpful but not sufficient on their own: AVS match, proof of delivery, signed agreement.

You can also provide additional supporting details such as:  

• history of related transactions (e.g., upgrades or repeat purchases)
• IP address, device ID, and browser fingerprint at time of purchase  
• information when the account was opened by the customer, if applicable, and customer contact details
• signed order forms for mail/phone orders
• receipts, invoices, and fraud prevention data (AVS/CVV match)
• 3D Secure authentication (for online purchases)
• email or chat communication with the customer

Consumer Disputes

These typically involve dissatisfaction with a product or service, non-delivery, or refund delays. Submit a PDF package (max 15 pages) with a clear narrative explaining the situation and your resolution efforts, and proof that a refund or credit was issued.  

Depending on the dispute type, provide the following:

• for delivery issues: proof of the delivery such as tracking number, delivery confirmation, or signature
• for agreement issues: a signed and dated agreement (only relevant pages)
• for refund/cancellation issues: a signed and dated refund/cancellation policy

Typical compelling evidence includes:

• business description and customer purchase details  
• confirmation the customer accepted your Terms & Conditions and Cancellation Policy
• transaction details and history
• proof of product/service delivery
• usage logs (e.g., digital goods access, travel check-in/out, gambling spend)
• copy of written correspondence with the cardholder (emails, letters)
• screenshots or links to relevant Terms & Conditions clauses

Processing Error Disputes

• Duplicate processing: submit all relevant receipts and explain why the transactions are not duplicates. Include time stamps and any other receipt details that help distinguish the transactions
• Incorrect amount: provide transaction records and the invoice showing the correct charged amount, along with proof the cardholder agreed to it.
• Paid by other means: include a narrative and documentation showing only one sale occurred, if applicable.
• Late presentment: provide transaction documentation confirming that the approval code was obtained and the transaction was submitted within the required timeframe (typically 5 to 7 calendar days, depending on the card network).