How do I respond to a dispute or chargeback?
How do I respond to a dispute or chargeback?
How to respond to a disputed transaction
It's important to provide as much clear evidence as possible when responding to a dispute. In the case of a "fraudulent" card not present or ecommerce transaction that could include evidence of the following:
AVS (address verification match)
Billing/Shipping match
Proof of delivery
Emails with the cardholder
Cardholder signature on the pickup form
Details of cardholder identification
IP address and/or email address of purchaser
Description of goods/services sold
Proof that website was accessed for services after transaction date
Proof goods were downloaded
Signed order form
Evidence that transaction was completed by cardholder's family or household
