Winning dispute challenges requires compelling evidence

Success begins with customer service. This remains true even when a customer disputes a charge. The first step in challenging a dispute should be resolving the issue or reason the customer filed the dispute in the first place.

Now you’re ready to collect compelling evidence that will be submitted with the dispute documentation you received via fax or mail. Compelling evidence is information or documentation in response to a dispute that attempts to prove the cardholder received goods or services or otherwise benefited from a payment transaction.

Acceptable compelling evidence must be specific based on the reason for the dispute. If you’re unclear of the reason for the dispute, refer to the reason code provided in your dispute documentation. For a list of reason codes and descriptions, refer to the “what is a reason code” tab on the FAQ page.

Acceptable compelling evidence can differ by card brand and industry. Here are some examples of acceptable compelling evidence:

• A clear, legible copy of the sales receipt or order form
• A copy of your Return Policy, with links or examples of placement that prove it is easily visible.
• Descriptions and photos of the product in question.
• Proof the customer picked up a purchase at your location. For example, a signature on the pick-up form.
• Evidence of a prior purchase that the customer did not dispute.
• Order forms, especially those outlining special requests your customer may have made.
• Proof the purchase was made by a member of the customer’s family or household. Evidence of another payment on the same card that was undisputed. For example, evidence, such as a transaction receipt, demonstrating the cardholder’s card was used in a transaction the week before and was not disputed.
• Evidence of the cardholder’s identification and signed copy of the receipt, contract or invoice that links the identification presented by the cardholder. For example, a signed contract and the cardholder’s identification information showing the cardholder agreed to pay for the disputed transaction.

Industry-specific examples of compelling evidence include: