Dispute reason codes and defense requirements

Below you will find the reason codes for the dispute events Chargeback, Request for Information (RFI), and Notification of Fraud (NOF). Select a tab to see the possible reason codes for each dispute event category, divided by scheme.

For an overview of the dispute stages, see Dispute process and flow.

Defense requirements

The requirements for defending against disputes vary depending on the reason for the dispute. For all types of dispute, you must provide documents with details of transactions to help you build a strong case to challenge the dispute.

General requirements

When you defend a dispute, you have to upload one or more defense documents. The number of required defense documents differs per dispute type.

Supply defense documents in the following file formats:

• JPG (maximum file size 10 MB)
• TIFF (maximum file size 10 MB)
• PDF (maximum file size 2 MB)

Specific requirements:

• For Diners and Discover, the maximum file size is 3 MB.
• For Mastercard, the maximum number of pages for a chargeback defense document is 19.
• Klarna only accepts defense documents in PDF format.

Addendum dispute

• Copy of an invoice.
• Description of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not cancel the service and made use of your service.
• Proof that the cardholder's cancellation does not comply with your written policies.
• Terms and conditions and that the consumer did not adhere to these. Include screenshots of the relevant terms and conditions and not just a link.
• Screenshot of the checkout page that the consumer actively agreed to the terms and conditions at the moment of purchase.

Already paid

Merchandise/Services/Digital goods:

• Proof that the cardholder did not pay you yet.
• Proof that you refunded the customer if they have transferred the money directly to you.
• Any form of email communication that states the customer did not pay you yet, or that any other agreement has been made.

ATM Disputes - Account debited more than once

• Documentation of two separate ATM transactions or any document that proves that each ATM transaction was processed separately.
• If only one withdrawal has taken place, provide the following:
  • Documentation of this single withdrawal.
  • Proof that no other transaction was processed.
  • Proof that the ATM disbursed the correct amount.
• Proof that a refund has been provided (if applicable).

ATM Disputes - Incorrect cash

• Proof that the ATM disbursed the correct amount.
• Proof that a refund has been provided (if applicable).

Authorization approval expired

• Proof that a valid authorization approval took place.
• Proof of a refund (if applicable).

BillDesk defense requirements

You can provide only one document per defense. Supply defense documents in the following file formats:

• JPG (maximum file size 500 KB)
• PDF (maximum file size 500 HB)

Canceled merchandise/services

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Canceled recurring transaction

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Canceled transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and description of the service
• Confirmation email that was sent to the cardholders email address
• Documentation proving you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date the cardholder began use of the service.
• Evidence that cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.

Cancellation of recurring goods/services

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Car rental charge in dispute

• Proof that the charge that was submitted was within the estimation of capital damages that the customer agreed to in writing, plus 15%.
• Proof that the cardholder's claim that the insurance was covering the damage or loss such as a rental agreement evidence of the insurance documentation and that it was not enough to cover the damages.
• Proof that the charge was valid because it was not for theft or loss of use.
• Proof that the cardholder agreed to pay any damages or loss in writing.
• Proof of a refund (if applicable).

Card not present

• Proof of delivery to the cardholder's address.
• An AVS check on the address provided by the consumer/cardholder.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Proof that the cardholder has participated in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, or other options.

Cardholder denies transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• Cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and description of the service
• Confirmation email that was sent to the cardholders email address
• Documentation proving you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date the cardholder began use of the service.
• Evidence that cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.

Cardholder does not recognize

Merchandise/Digital Goods/Services:

• Invoice and a description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Document that proves that you provided the service/goods to the cardholder such as a confirmation email, a copy of an invoice, or other options.
• Proof of refund if the customer was credited back.

Charge for damages/theft/loss questioned

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder accepted terms and conditions at the time of the purchase.
• Proof of terms and conditions.
• Proof that the cardholder was responsible in any way, and they agreed to this responsibility.
• Proof of refund (if applicable).

Charge not processed as a credit

• Proof that the credit was submitted as a charge/debit.
• Proof of a refund (if applicable).

Charge paid by another form of payment

• Proof that there was no other payment method involved in the transaction.
• Proof that the payment by other means was not related to the disputed transaction.
• Proof of a refund if applicable.

Chargeback authorization

• Proof of refund.

Chargeback documentation

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof such as a website, product description, cancellation and return policy, IP address, or other options.
• Proof of delivery with delivery address and date of delivery.

C/M Does not recognize transaction

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof such as a website, product description, cancellation and return policy, IP address, or other options.
• Proof of delivery with delivery address and date of delivery.

C/M needs for personal records

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed with the contract/policy at the time of the purchase.
• Proof of the contract or policy itself.
• Proof of delivery with delivery address and date of delivery.

C/M Requests Copy Bearing Signature

• Anything that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed with the contract/policy at the time of the purchase.
• Proof of the contract or policy itself.
• Proof of delivery with delivery address and date of delivery.

Credit for a canceled lodging reservation or car deposit requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the cardholder did not adhere to the cancellation policy.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit for a charge submitted in an invalid currency requested

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Credit for goods/services that were not received, requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not cancel the goods/service.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit for returned goods requested

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed return policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not return the goods/services.
• Any contact in regard to agreements made with the customer, or lack of contact such as an empty email queue that proves that the customer did not try to resolve the issue.

Credit not processed

• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or did not attempt to return the merchandise.
• Proof that the cardholder's return does not comply with your written policies.

Credit not processed as a charge

• Proof that the charge/debit was submitted as a credit.
• Proof of a refund (if applicable).

Credit not yet received

• Description of goods/service (invoice).
• Proof of delivery of goods/service with an AVS match.
• Proof of refund (if applicable).

Credit posted as a purchase

• Proof that a credit or a refund has been processed.

Credit/Debit posted incorrectly

Merchandise/Digital Goods/Services:

• Description of the purchase.
• Proof that the cardholder agreed to the purchase, such as a signed receipt.
• Proof of a refund (if applicable).

Complete support and/or documentation not provided

• Any additional proof related to the dispute.
• Proof that documentation was provided within the given timeframe.
• Proof of refund (if applicable).

Currency discrepancy

• Proof that the cardholder actively agreed to the charged currency at the time of the purchase.
• Proof of a refund (if applicable).

Currency exchange loss

• Proof that a refund has been provided.

Counterfeit card

Merchandise / Digital Goods / Services:

• Copy of a (signed) transaction receipt.
• CCTV footage that the customer did participate in the transaction.
• AVS check on the address provided by the consumer/cardholder.
• Proof that the cardholder did participate in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, and other options.

Counterfeit merchandise

Merchandise:

• Copy of an invoice.
• Description of the goods.
• Neutral third-party opinion.
• Certificate of authenticity.

Damaged and/or defective goods/services

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem, such as screenshot of an empty email or phone queue with their details filled out.
• Proof that the service was as described.
• Proof that the cardholder used the service.

Damaged or defective goods received

• Description of goods/service (invoice).
• Proof of disclosed return policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the return policy.

Defective merchandise or services

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the service was as described.
• Proof that the cardholder used the service.

Duplicate billing

• Proof of refund if applicable.
• Proof of two separate transactions with transaction ID.

Duplicate processing

• Copy of an invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that a refund has been provided (if applicable).
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate processing for UnionPay

Merchandise / Digital Goods / Services:

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided, if applicable.
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate processing/Paid by other means

Merchandise / Digital Goods / Services:

• Copy of invoice for two separate orders.
• Proof that no other form of payment was used.

Duplicate transaction - Different forms of payment

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Duplicate transaction - Same form of payment

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Dynamic currency conversion

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Faulty goods

Merchandise:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Invoice and description of the services.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Fraud analysis

• Proof that clarifies the transaction, such as an invoice or billing statement.
• Proof that the cardholder agreed to the transaction, booking, or reservation and received a confirmation.
• Any additional proof, such as a website, product description, cancellation and return policy, IP address, and other options.
• Proof of delivery with delivery address and date of delivery.

Fraud–Card absent transaction

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• Device ID and, if available, the name of the device.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Proof that you provided the service to the cardholder (confirmation email, copy of an invoice).
• Date when the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.

Fraud–Card present transaction

Merchandise / Digital Goods / Services:

• Copy of a (signed) transaction receipt.
• CCTV footage that the customer did participate in the transaction.

Fraud liability shift - counterfeit

• Proof that this was a fraudulent transaction.
• Proof that the POS system processed a Chip Card Transaction.
• Proof of a refund (if applicable).

Fraud liability shift – Lost/Stolen/Non-Received

• Proof that this was a fraudulent transaction.
• Proof that the POS system processed a Chip Card Transaction with the PIN validated.
• Proof of a refund (if applicable).

Fraudulent charge

• For Card present transaction, provide a copy of the transaction record and an imprint of the card if applicable.
• For Card absent transaction/card not present transaction, provide a copy of the transaction record, or any contracts or other details related to the purchase.
• Provide proof of delivery, with an AVS match for the cardholder's address.

Goods and services not received/refused

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Goods/Services not received

• Description of the goods/services (invoice).
• Proof of delivery of goods/service.

Goods/Services not received or only partially received

Merchandise:

• Description of the goods.
• Signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Goods/Services were canceled/expired or the unsuccessful attempt to cancel

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the cardholder did not adhere to the cancellation policy.
• Any contact in regard to agreements made with the customer, or lack of contact (show an empty email queue that the customer did not try to resolve the issue).

Goods/services were canceled and/or refused

• Description of goods/service (invoice).
• Proof of refund if applicable.
• Proof of disclosed cancellation policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere to the disclosed policy and have no right for a refund.
• Proof that the cardholder did not cancel the goods/service.
• Any contact in regard to agreements made with the customer, or lack of contact (show an empty email queue that the customer did not try to resolve the issue).

Goods returned/canceled

Merchandise:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (screenshot of an empty email or phone queue with their details filled out).

Services:

• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• Proof that the cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel such as a screenshot of an empty email or phone queue with their details filled out.

Goods not as described/defective

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the service was as described.
• Proof that the cardholder used the service.

Goods not received

Merchandise:

• Description of the goods.
• Invoice.
• Signed proof of delivery and an AVS match.
• Proof that the cardholder did not return the merchandise.
• Communication where the cardholder confirms the possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Description of the digital goods.
• Invoice.
• Confirmation email and other relevant personal information that links to the cardholder.
• The date and time the goods were purchased and downloaded.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Record of previous non-disputed payments by the same customer.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Description of the service.
• Invoice.
• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

High risk order

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery, and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and a description of the service
• Confirmation email that was sent to the cardholder's email address
• Proof that you provided the service to the cardholder, such as a confirmation email or a copy of an invoice.
• The date the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.

Improper merchant surcharge

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Incorrect account number

• Proof of a sales receipt or a transaction log that proves the transaction was processed correctly with the right account number.
• Proof that the account number from the cardholder is the same account number that was used in the transaction.
• Proof or documentation that the account number received an approved authorization before the transaction was processed.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Incorrect amount

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Incorrect currency

• Proof that the cardholder actively chose Dynamic Currency Conversion (DCC).
• Copy of a (signed) transaction receipt.
• Proof that a refund has already been provided (if applicable).

Incorrect invoice

Merchandise/Services/Digital goods:

• Proof that the cardholder agreed to the settled amount.
• Proof that the cardholder was advised of and agreed to additional or delayed charges.
• Proof or any documentation containing the charged amount.
• Proof of refund (if applicable).

Incorrect transaction

• Proof that the transaction was processed correctly and used the correct transaction code.
• Proof that a refund has already been provided (if applicable).

Incorrect transaction amount presented

• Proof that the cardholder agreed to the settled amount.
• Proof that the cardholder was advised of and agreed to additional or delayed charges.
• Proof or any documentation containing the charged amount.
• Proof of refund (if applicable).

Incorrect transaction amount presented

• Proof that a valid authorization approval took place for the full amount of the transaction
• Proof of a refund (if applicable).

Invalid/Incorrect card number

• Proof that confirms the card number.
• Proof that an authorization approval was obtained for this card number.
• Copy of the record of the terminal that electronically read the card number.
• Proof of refund (if applicable).

Late presentment

• Proof that the transaction was captured within the applicable timeframe.

Loss, theft, or damages

• Proof that the cardholder was aware of the transaction at the time of the purchase.
• Proof that the cardholder authorized the payment.

Merchandise not received

Merchandise:

• Description of the goods.
• Signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation of why the shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Mismatch in submitted charge amount and agreed amount

• Proof of refund if applicable.
• Proof why the cardholder has no rights to a refund.

Mismatch of requested and received goods

• Description of goods/service (invoice) and repairs/replacement.
• Proof of disclosed replacement/repair policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere or have right to the replacement/repair policy if applicable.
• Proof of delivery of repaired/replaced item if applicable.
• Proof of agreement about the goods/services/replacement between the merchant and the customer.

Misrepresentation

• Proof that your terms and conditions were clearly communicated before the transaction was processed.
• Proof that the cardholder acknowledged your terms and conditions, for example, a screenshot of the checkout page of your website showing that the cardholder accepted the terms and conditions by selecting a checkbox before proceeding to the payment.

Missing imprint

• Proof that this was a fraudulent transaction.
• Proof that the card was present by providing a record that states the imprint or shows the capture of the magnetic stripe.
• Proof of a refund (if applicable).

Multiple processing/Duplicate charge

• Proof that shows that the charge was valid such as something that shows two different transaction IDs.
• Proof of refund (if applicable).

No card member authorization/Multiple ROCs

• Proof that all transactions made by the cardholder are valid
• Proof of a refund (if applicable)

No cardholder authorization

• An AVS check on the address provided by the consumer/cardholder.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Proof that the cardholder has participated in the charge. This can be done by adding billing authorization, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
• An IP address that can be connected to the billing address provided by the cardholder.
• Any type of verifications such as email, mobile, or other options.

No credit received/credit not processed

• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or did not attempt to return the merchandise, and they have no right to a credit.
• Proof that the cardholder's return does not comply with your written policies.

No reply

• Proof that documents and information were provided within the specified timeframe.
• Proof of refund (if applicable).

No show or canceled CARDeposit

• Proof that supports the validity of the 'no show' reservation, or the CARDeposit charge.
• Proof of a refund (if applicable).

No valid authorization

• Proof that a valid authorization approval took place.
• Proof of a refund (if applicable).

Non-matching card number

• Proof that confirms the card number.
• Proof that an authorization approval was obtained for this card number.
• Copy of the record of the terminal that electronically read the card number.
• Proof of refund (if applicable).

Not as described

Merchandise:

• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise (screenshot of an empty email or phone queue with their details filled out).
• Proof that the merchandise was as described or was not damaged or defective, such as photographs.
• DHL-signed proof of delivery if the merchandise was replaced/repaired.
• Email communication with the cardholder or agreements that were made.

Digital Goods:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the digital goods were as described or was not damaged or defective.
• Proof that the cardholder downloaded and used the digital goods.

Services:

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).
• Proof that the service was as described.
• Proof that the cardholder used the service.

Paid by other means

• Copy of invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Paid by other means for UnionPay

Merchandise / Digital Goods / Services:

• Copy of an invoice.
• Description of the goods.
• Form of payment such as terminal, ecommerce, or other options.
• Proof that no other form of payment was used.
• Proof that a refund has been provided, if applicable.
• Communication with the cardholder after the payment stating any agreements that have been made.

Paid through other means

• Copy of an invoice for two separate orders or proof that each transaction was processed separately.
• If only one transaction has taken place, provide the following:
  • Documentation for this single transaction.
  • Proof that no other transaction was processed.
• Proof that no other form of payment was used.
• Proof that a refund has been provided (if applicable).
• Communication with the cardholder after the payment stating any agreements that have been made.

Pandemic impact

Merchandise:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the cardholder did not return the merchandise.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Invoice and description of the goods.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction.
• Proof that the cardholder downloaded and used the digital goods.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel (such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Invoice and description of the services.
• Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (no links to websites).
• Proof that the services were used between the billing date and the cancellation date.
• The cardholder requested cancellation for a different date and services were provided until this date.
• Proof that the cardholder is still interested in the service.
• Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Purchase transaction did not complete

Merchandise/Digital Goods/Service:

• Copy of an invoice.
• Description of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not cancel the service and made use of your service/merchandise.
• Proof of a purchase confirmation that was sent through email/text to the cardholder.

Referenced card not present or charge(s) not recognized by C/M

• Description of goods/service (invoice).
• Proof of refund, if applicable, .
• Proof why refund is not applicable.

Referenced charge should have been submitted as a credit

• Proof that a credit or a refund has been processed.

Referenced Credit should have been submitted as a charge

• Proof that a charge or a refund has been processed.

Refund/Credit not processed

Merchandise/Digital Goods/Services:

• Invoice of the goods/services.
• Proof that a credit or reversal that you issued was not addressed by the issuer.
• Proof that the cardholder did not return or attempted to return the merchandise.
• Proof that the cardholder's return does not comply with your written policies.
• Proof that your terms and conditions were clearly communicated before the transaction was processed.
• Proof that the cardholder acknowledged your terms and conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the terms and conditions by selecting a checkbox before proceeding to the payment).
• Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise (screenshot of an empty email or phone queue with their details filled out).

Repair/Replacement request of damaged/defective goods received

• Description of goods/service (invoice) and repairs/replacement.
• Proof of disclosed replacement/repair policy and that the customer actively agreed to the policy at the time of the purchase.
• Proof that the customer did not adhere or have right to the replacement/repair policy if applicable.
• Proof of delivery of repaired/replaced item if applicable.

Repeat document request

• Proof that the first Request for Information was responded to.

Request for Support

• Proof of refund.
• Invoice or any documentation that describes the purchase.
• An itemization and a direct link to the cardholder for this particular transaction.

Requested Copy Illegible

Merchandise/Services/Digital goods:

• Invoice.
• Description of the goods/services.
• Copy of the receipt (signed if possible).

Return

Merchandise:

• Description of the goods.
• Invoice.
• Signed proof of delivery and an AVS match.
• Proof that the cardholder did not return the merchandise.
• Communication where the cardholder confirms possession of the goods.
• Explanation why shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Description of the digital goods.
• Invoice.
• Confirmation email and other relevant personal information that links to the cardholder.
• The date and time the goods were purchased and downloaded.
• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).
• Record of previous non-disputed payments by the same customer.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Description of the service.
• Invoice.
• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction (in case of subscriptions).
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

RFI defense requirements

Merchandise/Digital Goods/Services:

• Invoice and description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Proof that you provided the service/goods to the cardholder such as a confirmation email or a copy of an invoice.
• Proof of refund if the customer was credited back.

Risk merchant

• Proof of refund if applicable.
• Proof that your business is not on UnionPay's Risk list.
• Proof that you made an agreement with the cardholder.

Services not provided/Merchandise not received

Merchandise:

• Description of the goods.
• DHL-signed proof of delivery and an AVS match.
• Communication where the cardholder confirms possession of the goods.
• Explanation why shipment was delayed (if applicable).
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Confirmation email.
• Proof that the cardholder received the service at the agreed date and time.
• Communication with the cardholder after the payment.
• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Support and itemization requested

• Anything that clarifies the transaction such as an invoice or a billing statement.

Transaction amount differs

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Unauthorized charge

• Confirmation email/description of goods/service (invoice).
• Description of the goods/services, the date and time they were purchased, and proof of delivery.
• Record of previous non-disputed payments.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• Device ID and, if available, the name of the device.
• Cardholder's name and email address linked to the customer profile or the account.

Unauthorized purchase

Merchandise:

• Copy of an invoice.
• Email conversation with the cardholder.
• DHL-signed proof of delivery and an AVS match.
• Record of previous non-disputed payments.
• Courier's GPS location proving delivery of the product.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Digital Goods:

• Confirmation email.
• Description of the digital goods and the date and time they were purchased and downloaded.
• Record of previous non-disputed payments.
• Proof that the cardholder has accessed and successfully verified the profile or the account before the transaction date.
• The cardholder's IP address and the geographical location of the device at the time of the transaction.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• Device ID and, if available, the name of the device or any type of verifications, such as email, mobile, or other options.
• Cardholder's name and email address linked to the customer profile or the account.

Services:

• Invoice and a description of the service.
• Confirmation email that was sent to the cardholder's email address.
• Proof that you provided the service to the cardholder such as a confirmation email or a copy of an invoice.
• The date the cardholder began using the service.
• Proof that the cardholder used the service before.
• Record of previous non-disputed payments.
• If applicable, include in the defense if a CVV/CVC check was performed and passed.
• An IP address that can be connected to the billing address provided by the cardholder.
• Device ID and, if available, the name of the device or any type of verifications such as email, mobile, or other options.

Unreasonable amount

• Proof that the cardholder agreed to pay the full amount of the transaction.
• Proof that a refund has been provided (if applicable).

Unrecognizable charge

• Description of goods/service (invoice).
• Proof of delivery of goods/service with an AVS match.
• Proof of refund, if applicable.

See also