Dispute Reasons & Evidence Collection

The type of evidence you should send to convince the consumer's bank to resolve a chargeback depends on the reason that the consumer gave for the chargeback. Catch will suggest evidence to collect in the email notification about the chargeback, but the relevant evidence will vary in each situation.

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Evidence Format

Please provide evidence as a PDF or image file (PNG or JPG).

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Evidence Content

Keep the content of your evidence as clear and concise as possible. It will be manually reviewed by a person at the cardholder's bank so clear and concise documents give you the best chance of winning the dispute.

A consumer might initiate a chargeback for one of the following reasons:

Product Not Received

The chargeback is marked as Product Not Received if the consumer believes that they did not receive all of the products or services they purchased.

In this case, you should submit evidence that proves that the consumer received the product or service on time, prior to the chargeback, and to the correct shipping address.

You should include the following documentation:

  • Shipping receipt with date of shipment
  • Proof of delivery or service fulfillment (e.g. carrier and tracking number or delivery receipt)
  • Any communications you have had with the consumer

Product Unacceptable

The chargeback is marked as Product Unacceptable if the consumer feels that the product was received but was defective, damaged, or not as described.

In this case, you should submit evidence that proves that the products delivered were in fact what was described, that they were in good condition, and that the consumer didn't attempt to return them. You should also submit evidence to that proves that the consumer received the product or service on time, prior to the chargeback, and to the correct shipping address.

You should include the following documentation:

  • Product details (photo, description, URL)
  • Return policy
  • Shipping receipt with date of shipment
  • Proof of delivery or service fulfillment (i.e. carrier and tracking number or delivery receipt)
  • Any communications you have had with the consumer

Cancellation or Return Not Processed

The chargeback is marked as Cancellation or Return Not Processed if the consumer informed you that the purchased product was returned or that the transaction with you was canceled, but you have not yet refunded or credited the consumer.

In this case, you should submit evidence that proves that the a refund or credit was issued prior to the chargeback, that the product was not returned, or that the product was not returned in accordance with your policies.

You should include the following documentation:

  • Return policy
  • An explanation of when and where the consumer was shown the return policy
  • Any communications you have had with the consumer

In addition, you should include the following documentation if you have refunded or credited the consumer:

  • Proof that a refund was processed

Or, you should include the following documentation if you have not refunded or credited the consumer:

  • An explanation of why the consumer was not entitled to a refund
  • Shipping receipt with date of shipment
  • Proof of delivery or service fulfillment (i.e. carrier and tracking number or delivery receipt)

Duplicate Charge

The chargeback is marked as Duplicate Charge if the consumer believes you charged them twice for the same product or service.

In this case, you should submit evidence that proves that the two charges were for separate products or services.

You should include the following documentation:

  • An explanation of the reason for the two charges
  • Receipts that show that the two charges were for separate products or services
  • Any communications you have had with the consumer
  • Consumer's order history
  • Shipping receipt with date of shipment for both orders
  • Proof of delivery or service fulfillment (i.e. carrier and tracking number or delivery receipt) for both orders

Incorrect Charge

The chargeback is marked as Incorrect Charge if the consumer believes you charged them incorrectly for the product or service.

In this case, you should submit evidence that proves that the consumer was charged for the correct amount.

You should include the following documentation:

  • Receipts that show the charge breakdown for the products or services (including any discounts, tax, shipping, etc.)
  • Any communications you have had with the consumer
  • Consumer's order history
  • Shipping receipt with date of shipment
  • Proof of delivery or service fulfillment (i.e. carrier and tracking number or delivery receipt)

Fraudulent (Covered by Catch)

Catch protects you against fraud by covering the cost of any fraudulent chargebacks, which can happen if the debit card was stolen.

Sometimes a consumer mistakenly files a fraudulent chargeback if they forgot about or don't recognize the purchase, or if a friend, spouse, or family member made the purchase. In this case, Catch may require evidence from you in order to dispute the chargeback. If you fail to provide the requested evidence on time, you will be liable for the cost of the chargeback.

The required evidence may include documentation such as:

  • Order details
  • Shipping receipt with date of shipment
  • Proof of delivery or service fulfillment (i.e. carrier and tracking number or delivery receipt)
  • Any communications you have had with the consumer
  • Consumer's order history