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.
With this, include refund details, the payment processor log, and merchant account statement.
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 successfully 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.
Provide a copy of the receipt email, showing the order details, total amount, payment method, and transaction ID.
Provide a record of the order confirmation screen shown to the customer immediately after completing the purchase.
Include a transaction and dispute summary.
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.
Include any evidence to demonstrate the product functioned as advertised.
Provide any documentation or results to show the product met specifications before shipment.
Provide the original transaction details and dispute context.
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.
