Defence Requirements – Chargebacks

This guide outlines the documents required to defend against chargebacks and disputes. Requirements vary based on the reason for the dispute. To challenge a chargeback effectively, you must provide supporting documents with transaction details. Please note that submitting a defence does not guarantee a win.

1. General Requirements

When responding to a dispute, upload one or more defence documents. The number and type of documents depend on the dispute type.

Accepted File Formats:

• JPG (max file size: 10 MB)
• TIFF (max file size: 10 MB)
• PDF (max file size: 2 MB)

Additional Requirements by Provider:

• Diners and Discover: Max file size is 3 MB
• Mastercard: Max 19 pages per chargeback defence document
• Klarna: Only accepts PDF format

2. Fraud – Card Absent Transaction

When a cardholder claims they did not authorise the transaction, you must prove they made the purchase. If 3D Secure Liability Shift is not enabled, only defend the case if you meet all document requirements.

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

Digital Goods:

• Confirmation email
• Description, date, and time of purchase and download
• Record of previous non-disputed payments
• Proof the cardholder accessed and verified the profile before the transaction
• IP address and device location at time of transaction
• Device ID and name (if available)
• Cardholder name and email linked to profile/account

Services:

• Documentation showing service was provided
• Date service began
• Record of previous non-disputed payments
• Confirmation email or invoice

Visa Compelling Evidence 3.0 applies for reason code 10.4 Other Fraud – Card Absent Environment

3. Fraud – Card Present Transaction

Cardholder claims they didn’t authorise a card-present transaction.

Required:

• Copy of a (signed) transaction receipt

4. Duplicate Processing / Paid by Other Means

Cardholder claims a single transaction was processed more than once.

Required:

• Copy of invoice for both orders
• Proof that no other form of payment was used

5. Services Not Provided / Merchandise Not Received

Cardholder claims goods/services weren’t received or were delayed.

Merchandise:

• Description of goods
• DHL-signed proof of delivery and AVS match
• Communication confirming receipt of goods
• Explanation of shipping delay

Digital Goods:

• Confirmation email
• Description, date, and time of purchase/download
• Record of previous non-disputed payments

Services:

• Confirmation email
• Proof service was provided on agreed date
• Communication with cardholder post-payment

6. Cancelled Merchandise / Services

Cardholder claims they returned/cancelled the item or service, but the refund hasn’t posted.

Merchandise / Digital Goods:

• Invoice or confirmation email
• Proof of cancellation/return policy and failure to cancel per policy
• Proof that merchandise was received and not returned
• Evidence cardholder didn’t contact you

Services:

• Invoice or confirmation email
• Proof cardholder received and didn’t act on the cancellation policy
• Proof cardholder didn’t request cancellation

7. Cancelled Recurring Transaction

Recurring transaction occurred after the cardholder cancelled or closed the account.

Merchandise:

• Proof cardholder received cancellation policy and didn’t cancel
• Proof merchandise was not returned
• Proof of billing notice sent 10 days before charge

Digital Goods:

• Same as above

Services:

• Proof services were used between billing and cancellation
• Proof cardholder requested cancellation for a later date
• Proof cardholder still interested in the service

8. Goods Not as Described / Defective

Cardholder disputes product/service quality or says it's different from the description.

Merchandise:

• Proof cardholder didn’t try to resolve or return item
• Evidence item was as described and not defective
• DHL-signed proof of delivery for repaired/replaced item
• Email this proof to the cardholder

Digital Goods:

• Same as above

Services:

• Proof cardholder didn’t contact you
• Evidence service matched the description

9. Counterfeit Merchandise

Customer or third party (e.g., customs) identified item as counterfeit.

Required:

• Invoice
• Neutral third-party opinion
• Certificate of authenticity

10. Misrepresentation of Goods / Services

Cardholder claims Terms & Conditions were misrepresented.

Required:

• Proof T&Cs were shown before payment
• Proof cardholder accepted the T&Cs (e.g., checkout screenshot with checkbox)

11. Credit Not Processed

Cardholder says refund was promised or service was cancelled, but no refund was processed.

Required:

• Proof that credit/reversal wasn’t addressed by issuer
• Proof cardholder didn’t return merchandise
• Proof return didn’t comply with policy

12. Mastercard 4853 – Cardholder Dispute

Mastercard combines several dispute reasons under code 4853, including:

• Services not provided / Merchandise not received
• Cancelled recurring transaction
• Goods not as described / Defective
• Counterfeit merchandise
• Credit not processed
• Addendum dispute / “No-show” charge
• Incomplete purchase transaction
• Credit posted as purchase

To Defend:

• Identify the likely reason
• Refer to the relevant defence section above
• For the last three reasons, provide:

Addendum / No-show:

• Proof cardholder is responsible for the charge

Incomplete Purchase:

• Proof transaction was completed and confirmed to cardholder

Credit as Purchase:

• Proof the transaction was correctly posted as a credit

13. Visa Compelling Evidence 3.0

Applies to Visa reason code 10.4 – Other Fraud (Card-Absent Environment)

To meet this standard, prove a link between the cardholder and the person receiving the product/service.

Required:

• Two prior transactions (non-disputed, same cardholder, settled 120–365 days before dispute)
  Each must include:
• Acquirer Reference Number (ARN)
• Transaction date and amount
• Two of the following core data elements must match (one must be IP address or device ID):
• User ID (login ID, email, customer ID)
• IP address
• Shipping address
• Device ID

Optional Evidence:

• Social media proving use of product/service
• Email communication confirming receipt
• Any additional relevant proof

Final Note

Providing detailed and relevant documentation increases your chances of winning a dispute, but it does not guarantee success.