{"title":"Defense requirements","category":"default","creationDate":1675349280,"content":"<p>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.<\/p>\n<div class=\"notices yellow\">\n<p>Meeting the defense requirements does not guarantee that you will win.<\/p>\n<\/div>\n<h3>General requirements<\/h3>\n<p>When you <a href=\"\/risk-management\/manage-disputes#defending-disputes\">defend a dispute<\/a>, you have to upload one or more defense documents. The number of required defense documents differs per dispute type. Make sure that your defense documents do not contain sensitive data. Adyen will refuse defense material that contains data such as copies of passports, social security numbers, tax records, unrelated legal documents, Primary Account Numbers (<a href=\"\/get-started-with-adyen\/adyen-glossary\/#card-number-pan\">PAN<\/a>), and <a href=\"\/get-started-with-adyen\/adyen-glossary\/#sensitive-authentication-data\">sensitive authentication data<\/a>.<\/p>\n<p>Supply defense documents in the following file formats:<\/p>\n<ul>\n<li>JPG (maximum file size 10 MB)<\/li>\n<li>TIFF (maximum file size 10 MB)<\/li>\n<li>PDF (maximum file size 2 MB)<\/li>\n<\/ul>\n<p>Specific requirements:<\/p>\n<ul>\n<li>For Diners and Discover, the maximum file size is 3 MB.<\/li>\n<li>For Mastercard, the maximum number of pages for a chargeback defense document is 19.<\/li>\n<li>Klarna only accepts defense documents in PDF format.<\/li>\n<li>For Mexico domestic chargeback defense documents, the maximum file size is 800 KB.<\/li>\n<li>For STAR, the maximum file size for JPG and TIFF formats is 5 MB.<\/li>\n<li>The maximum number of pages for an RFI defense document is 4.<\/li>\n<\/ul>\n<h2 id=\"fraud-card-absent-transaction\">Fraud \u2013 Card absent transaction<\/h2>\n<p>The cardholder claims that they did not authorise or participate in the transaction. You should demonstrate that the cardholder did legitimately purchase the service or merchandise.<\/p>\n<div class=\"notices yellow\">\n<p>Without 3D Secure Liability shift, it is difficult to challenge the dispute. Defense documents should only be supplied if all requirements have been met.<\/p>\n<\/div>\n<p>If you have not enabled 3D Secure and you still want to defend the dispute, you must provide:<\/p>\n<p>Merchandise:<\/p>\n<ul>\n<li>Copy of invoice.<\/li>\n<li>Email conversation with cardholder.<\/li>\n<li>DHL-signed proof of delivery, and <a href=\"\/risk-management\/avs-checks\">AVS<\/a> match.<\/li>\n<li>Record of previous non-disputed payments.<\/li>\n<li>Courier's GPS location proving delivery of the product.<\/li>\n<\/ul>\n<p>Digital Goods:<\/p>\n<ul>\n<li>Confirmation email.<\/li>\n<li>Description of the digital goods and the date and time they were purchased and downloaded.<\/li>\n<li>Record of previous non-disputed payments.<\/li>\n<li>Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.<\/li>\n<li>Cardholder's IP address and the geographical location of the device at the time of the transaction.<\/li>\n<li>Device ID and, if available, the name of the device.<\/li>\n<li>Cardholder's name and email address linked to customer profile or account.<\/li>\n<\/ul>\n<p>Services:<\/p>\n<ul>\n<li>Documentation proving you provided the service to the cardholder (confirmation email, copy of invoice).<\/li>\n<li>Date the cardholder began use of the service.<\/li>\n<li>Evidence that cardholder used the service before.<\/li>\n<li>Record of previous non-disputed payments.<\/li>\n<\/ul>\n<h2 id=\"fraud---card-present-transaction\">Fraud \u2013 Card present transaction<\/h2>\n<p>The cardholder claims that they did not authorise or participate in the transaction in a card-present environment.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods \/ Services:<\/p>\n<ul>\n<li>Copy of a (signed) transaction receipt.<\/li>\n<\/ul>\n<h2 id=\"duplicate-processingpaid-by-other-means\">Duplicate processing\/Paid by other means<\/h2>\n<p>The cardholder claims that a single transaction was processed more than once.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods \/ Services:<\/p>\n<ul>\n<li>Copy of invoice of two separate orders.<\/li>\n<li>Documentation to prove that no other form of payment was used.<\/li>\n<\/ul>\n<h2 id=\"services-not-provided-merchandise-not-received\">Services not provided\/Merchandise not received<\/h2>\n<p>The cardholder claims that merchandise or services that they ordered were not received or not received on time.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise:<\/p>\n<ul>\n<li>Description of the goods.<\/li>\n<li>DHL-signed proof of delivery, and AVS match.<\/li>\n<li>Communication where the cardholder confirms possession of the goods.<\/li>\n<li>Explanation why shipment was delayed.<\/li>\n<\/ul>\n<p>Digital Goods:<\/p>\n<ul>\n<li>Confirmation email.<\/li>\n<li>Description of the digital goods and the date and time they were purchased and downloaded.<\/li>\n<li>Record of previous non-disputed payments.<\/li>\n<\/ul>\n<p>Services:<\/p>\n<ul>\n<li>Confirmation email.<\/li>\n<li>Proof that the cardholder received the service at the agreed date and time.<\/li>\n<li>Communication with the cardholder after the payment.<\/li>\n<\/ul>\n<h2 id=\"canceled-merchandise-services\">Canceled merchandise\/services<\/h2>\n<p>The cardholder's bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder's statement.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods:<\/p>\n<ul>\n<li>Copy of invoice \/ confirmation email.<\/li>\n<li>Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.<\/li>\n<li>Proof that the cardholder initially received the merchandise, and did not return the merchandise.<\/li>\n<li>Proof that cardholder has not contacted you to solve the issue.<\/li>\n<\/ul>\n<p>Services:<\/p>\n<ul>\n<li>Copy of invoice \/ confirmation email.<\/li>\n<li>Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.<\/li>\n<li>Proof that cardholder has not contacted you to cancel the service.<\/li>\n<\/ul>\n<h2 id=\"canceled-recurring-transaction\">Canceled recurring transaction<\/h2>\n<p>A recurring transaction was processed after it was canceled or that the cardholder's account was closed.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise:<\/p>\n<ul>\n<li>Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.<\/li>\n<li>Proof that the cardholder did not return the merchandise.<\/li>\n<li>Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction.<\/li>\n<\/ul>\n<p>Digital Goods:<\/p>\n<ul>\n<li>Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.<\/li>\n<li>Proof that notice of upcoming billing was sent to the cardholder 10 days before transaction.<\/li>\n<\/ul>\n<p>Services:<\/p>\n<ul>\n<li>Proof that the services were used between the billing date and the cancellation date.<\/li>\n<li>The cardholder requested cancellation for a different date and services were provided until this date.<\/li>\n<li>Proof that the cardholder is still interested in the service.<\/li>\n<\/ul>\n<h2 id=\"goods-not-as-describeddefective\">Goods not as described\/defective<\/h2>\n<p>The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise:<\/p>\n<ul>\n<li>Proof that the cardholder has not contacted you to solve the issue or returned the merchandise.<\/li>\n<li>Evidence to prove that the merchandise was as described or was not damaged or defective.<\/li>\n<li>If the merchandise was replaced\/repaired, provide a DHL-signed proof of delivery.<\/li>\n<li>Email communication with the cardholder.<\/li>\n<\/ul>\n<p>Digital Goods:<\/p>\n<ul>\n<li>Proof that the cardholder has not contacted you to solve the issue.<\/li>\n<li>Evidence to prove that the merchandise was as described or was not damaged or defective.<\/li>\n<\/ul>\n<p>Services:<\/p>\n<ul>\n<li>Proof that the cardholder has not contacted you to solve the issue.<\/li>\n<li>Evidence to prove that the service was as described.<\/li>\n<\/ul>\n<h2 id=\"counterfeit-merchandise\">Counterfeit merchandise<\/h2>\n<p>The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods \/ Services:<\/p>\n<ul>\n<li>Copy of invoice.<\/li>\n<li>Neutral third-party opinion.<\/li>\n<li>Certificate of authenticity.<\/li>\n<\/ul>\n<h2 id=\"misrepresentation-of-the-purchased-good-andor-service\">Misrepresentation of the purchased good and\/or service<\/h2>\n<p>The cardholder claims that the terms of sales (Terms and Conditions) were misrepresented.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods \/ Services:<\/p>\n<ul>\n<li>Proof that your Terms and Conditions were clearly communicated before the transaction was processed.<\/li>\n<li>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).<\/li>\n<\/ul>\n<h2 id=\"credit-not-processed\">Credit not processed<\/h2>\n<p>The cardholder claims that you agreed to refund the cardholder but the refund was not processed, or that you didn't process a credit when the cardholder canceled or returned merchandise, canceled services, or canceled a guaranteed reservation.<\/p>\n<p>To defend this dispute you must provide:<\/p>\n<p>Merchandise \/ Digital Goods \/ Services:<\/p>\n<ul>\n<li>Evidence that a credit or reversal that you issued was not addressed by the issuer.<\/li>\n<li>Evidence that the cardholder didn't return nor attempted to return the merchandise.<\/li>\n<li>Evidence that the cardholder's return does not comply with your written policies.<\/li>\n<\/ul>\n<h2 id=\"mastercard-4853-cardholder-dispute\">Mastercard 4853 \u2013 Cardholder dispute<\/h2>\n<p>The Mastercard dispute reason code 4853 <em>Cardholder dispute<\/em> is a relatively new reason code which is raised when the cardholder contacted their issuer claiming that one of the following dispute reasons is applicable:<\/p>\n<ul>\n<li><a href=\"\/risk-management\/understanding-disputes\/defense-requirements#services-not-provided-merchandise-not-received\">Services not provided\/Merchandise not received<\/a>.<\/li>\n<li><a href=\"\/risk-management\/understanding-disputes\/defense-requirements#canceled-recurring-transaction\">Canceled recurring transaction<\/a>.<\/li>\n<li><a href=\"\/risk-management\/understanding-disputes\/defense-requirements#goods-not-as-describeddefective\">Goods not as described\/defective<\/a>.<\/li>\n<li><a href=\"\/risk-management\/understanding-disputes\/defense-requirements#counterfeit-merchandise\">Counterfeit merchandise<\/a>.<\/li>\n<li><a href=\"#credit-not-processed\">Credit not processed<\/a>.<\/li>\n<li>Addendum dispute or \u201cno-show\u201d hotel charge was billed.<\/li>\n<li>Purchase transaction did not complete.<\/li>\n<li>Credit posted as a purchase.<\/li>\n<\/ul>\n<p>Because Mastercard aggregated the above eight dispute reasons into a single reason code, there is no possibility to get additional information about the underlying reason when a 4853 dispute is raised.<\/p>\n<p>We recommend you try to identify which dispute reason(s) might be applicable and provide as much proof as possible, to make sure that the defense is valid. For the first five dispute reasons mentioned above, you can find the defense requirements under the corresponding headings on this page.<\/p>\n<p>To defend the remaining dispute reasons:<\/p>\n<ul>\n<li>\n<p>If you suspect that the cardholder is claiming an addendum dispute or \"no-show\" hotel charge was billed:<\/p>\n<ul>\n<li>Provide evidence to prove that the cardholder is responsible for the addendum or \"no-show\" charge.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>If you suspect that the cardholder is claiming that the purchase transaction did not complete:<\/p>\n<ul>\n<li>Provide evidence to prove that the transaction was completed properly and that confirmation of completion was provided to the cardholder.<\/li>\n<\/ul>\n<\/li>\n<li>\n<p>If you suspect that the cardholder is claiming that the credit was posted as a purchase:<\/p>\n<ul>\n<li>Provide evidence to show that the transaction was posted correctly as a credit to the cardholder's account.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>See also<\/h2>\n<div class=\"see-also-links output-inline\" id=\"see-also\">\n<ul><li><a href=\"\/risk-management\/understanding-disputes\/dispute-process-and-flow\"\n                        target=\"_self\"\n                        >\n                    Dispute flow and process\n                <\/a><\/li><li><a href=\"\/risk-management\/understanding-disputes\/dispute-reason-codes\"\n                        target=\"_self\"\n                        >\n                    Dispute reason codes\n                <\/a><\/li><\/ul><\/div>\n","url":"https:\/\/docs.adyen.com\/risk-management\/understanding-disputes\/defense-requirements","articleFields":{"description":"Learn which documents to provide to defend different types of disputes.","id":"47487133","type":"page","_expandable":{"operations":""},"status":"current","last_edit_on":"02-02-2023 15:52","feedback_component":true},"algolia":{"url":"https:\/\/docs.adyen.com\/risk-management\/understanding-disputes\/defense-requirements","title":"Defense requirements","content":"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.\n\nMeeting the defense requirements does not guarantee that you will win.\n\nGeneral requirements\nWhen you defend a dispute, you have to upload one or more defense documents. The number of required defense documents differs per dispute type. Make sure that your defense documents do not contain sensitive data. Adyen will refuse defense material that contains data such as copies of passports, social security numbers, tax records, unrelated legal documents, Primary Account Numbers (PAN), and sensitive authentication data.\nSupply defense documents in the following file formats:\n\nJPG (maximum file size 10 MB)\nTIFF (maximum file size 10 MB)\nPDF (maximum file size 2 MB)\n\nSpecific requirements:\n\nFor Diners and Discover, the maximum file size is 3 MB.\nFor Mastercard, the maximum number of pages for a chargeback defense document is 19.\nKlarna only accepts defense documents in PDF format.\nFor Mexico domestic chargeback defense documents, the maximum file size is 800 KB.\nFor STAR, the maximum file size for JPG and TIFF formats is 5 MB.\nThe maximum number of pages for an RFI defense document is 4.\n\nFraud \u2013 Card absent transaction\nThe cardholder claims that they did not authorise or participate in the transaction. You should demonstrate that the cardholder did legitimately purchase the service or merchandise.\n\nWithout 3D Secure Liability shift, it is difficult to challenge the dispute. Defense documents should only be supplied if all requirements have been met.\n\nIf you have not enabled 3D Secure and you still want to defend the dispute, you must provide:\nMerchandise:\n\nCopy of invoice.\nEmail conversation with cardholder.\nDHL-signed proof of delivery, and AVS match.\nRecord of previous non-disputed payments.\nCourier's GPS location proving delivery of the product.\n\nDigital Goods:\n\nConfirmation email.\nDescription of the digital goods and the date and time they were purchased and downloaded.\nRecord of previous non-disputed payments.\nEvidence that the cardholder has accessed and successfully verified the profile or account before the transaction date.\nCardholder's IP address and the geographical location of the device at the time of the transaction.\nDevice ID and, if available, the name of the device.\nCardholder's name and email address linked to customer profile or account.\n\nServices:\n\nDocumentation proving you provided the service to the cardholder (confirmation email, copy of invoice).\nDate the cardholder began use of the service.\nEvidence that cardholder used the service before.\nRecord of previous non-disputed payments.\n\nFraud \u2013 Card present transaction\nThe cardholder claims that they did not authorise or participate in the transaction in a card-present environment.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods \/ Services:\n\nCopy of a (signed) transaction receipt.\n\nDuplicate processing\/Paid by other means\nThe cardholder claims that a single transaction was processed more than once.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods \/ Services:\n\nCopy of invoice of two separate orders.\nDocumentation to prove that no other form of payment was used.\n\nServices not provided\/Merchandise not received\nThe cardholder claims that merchandise or services that they ordered were not received or not received on time.\nTo defend this dispute you must provide:\nMerchandise:\n\nDescription of the goods.\nDHL-signed proof of delivery, and AVS match.\nCommunication where the cardholder confirms possession of the goods.\nExplanation why shipment was delayed.\n\nDigital Goods:\n\nConfirmation email.\nDescription of the digital goods and the date and time they were purchased and downloaded.\nRecord of previous non-disputed payments.\n\nServices:\n\nConfirmation email.\nProof that the cardholder received the service at the agreed date and time.\nCommunication with the cardholder after the payment.\n\nCanceled merchandise\/services\nThe cardholder's bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder's statement.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods:\n\nCopy of invoice \/ confirmation email.\nProof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.\nProof that the cardholder initially received the merchandise, and did not return the merchandise.\nProof that cardholder has not contacted you to solve the issue.\n\nServices:\n\nCopy of invoice \/ confirmation email.\nDemonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.\nProof that cardholder has not contacted you to cancel the service.\n\nCanceled recurring transaction\nA recurring transaction was processed after it was canceled or that the cardholder's account was closed.\nTo defend this dispute you must provide:\nMerchandise:\n\nDemonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.\nProof that the cardholder did not return the merchandise.\nProof that notice of upcoming billing was sent to the cardholder 10 days before transaction.\n\nDigital Goods:\n\nDemonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.\nProof that notice of upcoming billing was sent to the cardholder 10 days before transaction.\n\nServices:\n\nProof that the services were used between the billing date and the cancellation date.\nThe cardholder requested cancellation for a different date and services were provided until this date.\nProof that the cardholder is still interested in the service.\n\nGoods not as described\/defective\nThe cardholder claims the goods were not as described or disputes the quality of the merchandise or services.\nTo defend this dispute you must provide:\nMerchandise:\n\nProof that the cardholder has not contacted you to solve the issue or returned the merchandise.\nEvidence to prove that the merchandise was as described or was not damaged or defective.\nIf the merchandise was replaced\/repaired, provide a DHL-signed proof of delivery.\nEmail communication with the cardholder.\n\nDigital Goods:\n\nProof that the cardholder has not contacted you to solve the issue.\nEvidence to prove that the merchandise was as described or was not damaged or defective.\n\nServices:\n\nProof that the cardholder has not contacted you to solve the issue.\nEvidence to prove that the service was as described.\n\nCounterfeit merchandise\nThe merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods \/ Services:\n\nCopy of invoice.\nNeutral third-party opinion.\nCertificate of authenticity.\n\nMisrepresentation of the purchased good and\/or service\nThe cardholder claims that the terms of sales (Terms and Conditions) were misrepresented.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods \/ Services:\n\nProof that your Terms and Conditions were clearly communicated before the transaction was processed.\nProof 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).\n\nCredit not processed\nThe cardholder claims that you agreed to refund the cardholder but the refund was not processed, or that you didn't process a credit when the cardholder canceled or returned merchandise, canceled services, or canceled a guaranteed reservation.\nTo defend this dispute you must provide:\nMerchandise \/ Digital Goods \/ Services:\n\nEvidence that a credit or reversal that you issued was not addressed by the issuer.\nEvidence that the cardholder didn't return nor attempted to return the merchandise.\nEvidence that the cardholder's return does not comply with your written policies.\n\nMastercard 4853 \u2013 Cardholder dispute\nThe Mastercard dispute reason code 4853 Cardholder dispute is a relatively new reason code which is raised when the cardholder contacted their issuer claiming that one of the following dispute reasons is applicable:\n\nServices not provided\/Merchandise not received.\nCanceled recurring transaction.\nGoods not as described\/defective.\nCounterfeit merchandise.\nCredit not processed.\nAddendum dispute or \u201cno-show\u201d hotel charge was billed.\nPurchase transaction did not complete.\nCredit posted as a purchase.\n\nBecause Mastercard aggregated the above eight dispute reasons into a single reason code, there is no possibility to get additional information about the underlying reason when a 4853 dispute is raised.\nWe recommend you try to identify which dispute reason(s) might be applicable and provide as much proof as possible, to make sure that the defense is valid. For the first five dispute reasons mentioned above, you can find the defense requirements under the corresponding headings on this page.\nTo defend the remaining dispute reasons:\n\n\nIf you suspect that the cardholder is claiming an addendum dispute or \"no-show\" hotel charge was billed:\n\nProvide evidence to prove that the cardholder is responsible for the addendum or \"no-show\" charge.\n\n\n\nIf you suspect that the cardholder is claiming that the purchase transaction did not complete:\n\nProvide evidence to prove that the transaction was completed properly and that confirmation of completion was provided to the cardholder.\n\n\n\nIf you suspect that the cardholder is claiming that the credit was posted as a purchase:\n\nProvide evidence to show that the transaction was posted correctly as a credit to the cardholder's account.\n\n\n\nSee also\n\n\n                    Dispute flow and process\n                \n                    Dispute reason codes\n                \n","type":"page","locale":"en","boost":17,"hierarchy":{"lvl0":"Home","lvl1":"Risk management","lvl2":"Understanding and defending disputes","lvl3":"Defense requirements"},"hierarchy_url":{"lvl0":"https:\/\/docs.adyen.com\/","lvl1":"https:\/\/docs.adyen.com\/risk-management","lvl2":"https:\/\/docs.adyen.com\/risk-management\/understanding-disputes","lvl3":"\/risk-management\/understanding-disputes\/defense-requirements"},"levels":4,"category":"Risk Management","category_color":"green","tags":["Defense","requirements"]}}