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Defense requirements

Learn which documents to provide to defend against different types of disputes.

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.

Meeting the defense requirements does not guarantee that you will win.

Fraud – Card absent transaction

The Cardholder claims that he did not authorize or participate in the transaction. You should demonstrate that the cardholder did legitimately purchase the service or merchandise.

Without 3Ds Liability shift, it is difficult to challenge the dispute. Defense documents should only be supplied if all requirements have met.

If you have not enabled 3Ds and you would still like to defend against the dispute, you must provide:

Merchandise:

  • Copy of Invoice.
  • Email conversation with cardholder.
  • DHL signed proof of delivery, and 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.
  • Evidence cardholder has verified account before transaction.

Services:

  • Documentation proving you provided the service to the cardholder (confirmation email, copy of invoice).
  • Date the cardholder began use of the service.
  • Evidence that cardholder used the service before.
  • Record of previous non-disputed payments.

Fraud - Card present transaction

The Cardholder claims that he did not authorize or participate in the transaction in a card-present environment. For example,

To defend against this dispute you must provide:

Merchandise / Digital Goods / Services:

  • Copy of a (signed) transaction receipt.

Duplicate processing/Paid by other means

The cardholder claims that a single transaction was processed more than once.

To defend against this dispute you must provide:

Merchandise / Digital Goods / Services:

  • Copy of invoice of two separate orders.
  • Documentation to prove that no other form of payment was used.

Services not provided/Merchandise not received

The cardholder claims that merchandise or services that they ordered were not received or not received on time.

To defend against this dispute you must provide:

Merchandise:

  • Description of the goods.
  • DHL Signed proof of delivery, and AVS match.
  • Communication where the cardholder confirms possession of the goods.
  • Explanation why shipment was delayed.

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.

Services:

  • Confirmation Email.
  • Proof that the cardholder received the service at the agreed date and time.
  • Communication with the cardholder after the payment.

Cancelled merchandise/services

The cardholder’s bank received a notice from the cardholder stating that they returned merchandise or cancelled services, but the credit has not appeared on the cardholder’s statement.

To defend against this dispute you must provide:

Merchandise/ Digital Goods:

  • Copy of invoice / confirmation email.
  • Proof that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that the cardholder initially received the merchandise, and did not return the merchandise.
  • Proof that cardholder has not contacted you to solve the issue.

Services:

  • Copy of invoice / confirmation email.
  • Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that cardholder has not contacted you to cancel the service.

Cancelled recurring transaction

A recurring transaction was processed after it was cancelled or that the cardholder's account was closed

To defend against this dispute you must provide:

Merchandise:

  • Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that the cardholder did not return the merchandise.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.

Digital Goods:

  • Demonstrate that the Cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
  • Proof that notice of upcoming billing was sent to cardholder 10 days before transaction.

Services:

  • Proof that the services where used between billing date and the cancellation date.
  • The Cardholder requested cancellation for a different date and services were provided until this date.
  • Proof that cardholder is still interested in service.

Goods not as described/defective

The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.

To defend against this dispute you must provide:

Merchandise:

  • Proof that cardholder has not contacted you to solve the issue or returned the merchandise.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.
  • If the merchandise was replaced/repaired, provide a DHL signed proof of delivery.
  • Email communication with cardholder.

Digital Goods:

  • Proof that cardholder has not contacted you to solve the issue.
  • Evidence to prove that the merchandise was as described or was not damaged or defective.

Services:

  • Proof that cardholder has not contacted you to solve the issue.
  • Evidence to prove that the service was as described.

Counterfeit merchandise

The merchandise was identified as counterfeit by the customer or a 3rd party such as customs agency.

To defend against this dispute you must provide:

Merchandise/ Digital Goods/ Services

  • Copy of invoice.
  • Neutral third-party opinion.
  • Certificate of authenticity.

Misrepresentation of the purchased good and/or service

The cardholder claims that the terms of sales (terms and conditions) were misrepresented.

To defend against this dispute you must provide:

Merchandise/ Digital Goods/ Services:

  • Proof that your Terms and Conditions were clearly communicated before transaction was processed.
  • Proof that cardholder acknowledged merchant's Terms and conditions (for example, screenshot of the check-out page of your website where it is visible that cardholder accepted the T&C by clicking a tick box before proceeding to payment).