Learn more about the reasons for disputed transactions, and how to respond to each

Each Dispute Category has different response requirements and recommendations to make it effective in addressing the root claim from the cardholder, so your first step is to review our response guidelines for the category of your dispute so you can collect the best set of evidence to counter the dispute claim.

General Evidence for all dispute categories

While each dispute reason requires specific types of evidence to show why the payment should stand, some types of evidence are universal for all dispute responses.
For each dispute you wish to challenge, you will need to submit the below general evidence as well as the specific evidence that relates to the category of the dispute.

Discrediting evidence

Providing evidence of one of the following has a high likelihood of proving a dispute invalid and overturning the chargeback:

Any documentation of the account owner withdrawing the dispute.
Proof that you already refunded the customer before they initiated the dispute (either via APRIL or using some other method).

Background evidence

Billing address provided by the customer
The name of the customer
The email address of the customer.
The IP address that the customer used when making the purchase.
A relevant document or contract showing the customer’s signature.
Any communication with the customer that you feel is relevant to your case (for example, emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service). If you have multiple items of this type, consolidate them into a single file.
Any receipt or message sent to the customer notifying them of the charge.
A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase.
Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly.

If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
- A screenshot of a text conversation
- A PDF of an email exchange
- A PDF of your written account of a phone conversation, including dates of contact

Compelling evidence for each dispute category

Each card network defines hundreds of codes representing very specific reasons for dispute claims, many of which overlap across the networks. APRIL maps each network code into one of eight categories, based on the general claim and the evidence you need to submit to effectively challenge that type of claim.

These Dispute Categories are:

Credit not processed
Duplicate
Fraudulent or Unrecognised transaction
Product/Service Unacceptable or Not As Described
Product/ Service not received
Subscription cancelled

Credit not processed

How to overturn it?

Explain and demonstrate one or more of the following:

You already issued the refund your customer is entitled to
The customer isn't entitled to a refund
The customer withdrew the dispute

Suggested evidence

General evidence as stated above
Specific as below:

For physical products, digital products or services, or offline services:

The language of your refund policy, as provided to the customer. This might be:
a. The text copies from your policy page
b. A screenshot of the policy on a receipt
c. A PDF of the applicable part of your business's terms and conditions
An explanation of how and where the applicable policy was provided to your customer prior to purchase, and how they accepted the terms and conditions.
Your explanation for why the customer isn’t entitled to a refund, or no further refund, if you already issued a partial refund.
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
a. Whether you already issued the refund the cardholder is entitled to
b. Whether or not the customer returned the merchandise in whole or in part. If they partially used the merchandise or returned it, or whether the dispute amount exceeds the value of the unused portion
c. Whether the cardholder withdrew the dispute

Duplicate

How overturn it?

Explain and demonstrate one or more of the following:

That each payment was for a separate product or service
You already issued a refund to your customer
The customer withdrew the dispute.

Suggested evidence

General evidence as stated above.
Specific as below:

Physical products, Digital products or services, and Offline services:

An explanation of the difference between the disputed payment and the one the customer believes it’s a duplicate of.
Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate. This should also include a separate shipping label or receipt for the other payment. If multiple products were shipped together, provide a packing list that shows each purchase.
A shipping label or receipt for the product the disputed payment is for.
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
a. Any and all information documenting that each payment was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the payments are for separate purchases of items or services.
b. Whether you already issued the refund the cardholder is entitled to
c. Whether the cardholder withdrew the dispute

Fraudulent / Unrecognised Transaction

This is the most common reason for a dispute and happens when a cardholder claims that they didn’t authorise the payment. This can happen if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the cardholder doesn’t recognise the payment as it appears on the billing statement from their card issuer.

This is a difficult dispute type to win because in many cases the reason for the dispute is correct. If you believe the payment was indeed fraud, the appropriate action is to either accept the dispute or decline to challenge it.

How to Overturn it?

Explain and demonstrate one or more of the following:

That the legitimate cardholder—or an authorised representative (such as an employee or family member)—did in fact make the payment
That the payment was successfully authenticated with 3D Secure and should therefore fall under liability shift
You already issued a refund to the cardholder
The customer withdrew the dispute or otherwise acknowledged they recognise the charge and filed the fraud dispute in error

Suggested evidence:

General evidence as stated above
Specific as below:

Physical products are tangible goods that were either purchased in a store or shipped to the recipient, so evidence often proves the customer is in possession of the item.

Any evidence showing that the cardholder is in possession of the goods, for example photographs, screenshots
Proof of delivery
a. Courier name
b. Date of shipment
c. Proof of shipment (shipping receipt or label showing the full shipping address)
d. Tracking number
e. Shipping address
f. If the signature on delivery or pickup was collected, provide a copy of the signature or a copy or details of the ID presented by the recipient
Evidence of one or more non-disputed transactions on the same card

Digital products or services are often virtual in nature and don’t have trackable shipping data, so focus on evidence of usage, login, or download.

Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after the payment was made. Ideally include IP addresses, corresponding timestamps, and any detailed recorded activity
Evidence of one or more non-disputed transactions on the same card

Offline services include purchases that are made in advance, such as event tickets and reservations, where evidence of a cancellation policy can be material.

Documentation showing that the service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear, human-readable format. This could include a copy of a signed contract, work order, or other forms of a written agreement.
Evidence that the service was signed for. If possible, you should provide:
a. Cardholder signature
b. A copy of identification presented by the cardholder
c. Details of identification presented by the cardholder
Evidence proving that the cardholder disputing the transaction received the service. This could include photographs, excerpts from internal systems, transactions related to the disputed transaction (such as add-ons and upgrades), or loyalty points earned or redeemed.

Product/Service Unacceptable or Not As Described

How to Overturn it?

Explain and demonstrate one or more of the following:

That the product or service was accurately represented prior to purchase
That the product wasn’t damaged or defective
You already issued a refund to your customer
The customer withdrew the dispute

Suggested evidence:

General evidence as stated above
Specific as below:

Physical products, Digital products or services, and Offline services:

A description of the product/service as you represented it to the customer, or images that display how you showed the product to the customer prior to purchase.
Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
The language of your refund policy and how you disclosed it to the customer prior to purchase. This might be:
a. The text copied from your policy page
b. A screenshot of the policy on a receipt
c. A PDF of the applicable part of your business’s terms and conditions
Depending on network and context, the issuer might or might not take this into consideration, but it can’t hurt your case and is generally worth including.
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
a. Whether or not the customer returned the product to you.
b. If the product or service was partially used or consumed, whether the dispute amount exceeds the value of the unused portion
c. Whether you already issued the refund the cardholder is entitled to
d. Whether you have already provided a replacement product
e. Whether the cardholder withdrew the dispute

Product/Service Not Received

How to Overturn it?

Explain and demonstrate one or more of the following:

The product was in fact delivered or isn’t expected to have been delivered yet (for example, the agreed-upon delivery date is still in the future)
You already issued a refund to the cardholder
The customer withdrew the dispute

Suggested evidence:

General evidence as stated above
Specific as below:

Physical products

Evidence proving that the cardholder disputing the transaction is in possession of the products.
Proof of delivery:
a. Courier name
b. Date of shipment
c. Proof of shipment (shipping receipt or label showing the full shipping address)
d. Tracking number
e. Shipping address - need to match a verified billing address or be the address of a business that’s connected to the cardholder in some way.
f. If the signature on delivery or pickup was collected, provide a copy of the signature or a copy or details of the ID presented by the recipient
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
a. Evidence that the agreed-upon delivery date hasn’t arrived yet
b. If the purchase was made up of multiple different shipments and some of them were delivered successfully, evidence that the dispute amount exceeds the value of the unreceived shipments
c. Evidence that delivery is being held by customs in the cardholder’s country
d. Whether you already issued the refund the cardholder is entitled to
e. Whether the cardholder withdrew the dispute

Digital products or services

Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after the payment was made. Ideally include IP addresses, corresponding timestamps, and any detailed recorded activity
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Device geographical location at the date and time of transaction
2. Device ID, number, and name (if applicable)
3. Evidence that the agreed-upon delivery date hasn’t arrived yet
4. If the purchase was made up of multiple different electronic deliveries and some of them were delivered successfully, evidence that the dispute amount exceeds the value of the unreceived items
5. Whether you already issued the refund the cardholder is entitled to
6. Whether the cardholder withdrew the dispute

Offline services

Evidence proving that the cardholder disputing the transaction received the service.
Some examples could be:
a. Evidence of additional, non-disputed transactions relating to the disputed transaction such as upgrades or food and beverage packages.
b. Records of communications with the customer indicating they received the service
c. Screenshots or PDF of records from booking systems
d. Photo evidence/ social media posts
Evidence that the service was signed for. If possible, you should provide:
a. Cardholder signature
b. A copy of identification presented by the cardholder
c. Details of identification presented by the cardholder
Documentation showing that the service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear, human-readable format.
This could include a copy of a signed contract, work order, consent forms, or other forms of a written agreement.

Subscription canceled

How to Overturn it?

Explain and demonstrate one or more of the following:

The subscription was still active, and that the customer was aware of, and did not follow, your cancellation procedure.
You already issued a refund to your customer
The customer withdrew the dispute

Suggested evidence

General evidence as stated above.
Specific as below:

Physical products, Digital products or services, and Offline services:

Your subscription cancellation policy, as shown to the customer.
An explanation of how and when the customer was shown your cancellation policy prior to purchase.
A justification for why the customer’s subscription was not canceled, or if it was canceled, why this particular payment is still valid.
The date on which the cardholder received or began receiving the purchased service in a clear, human-readable format.
Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.
A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
a. If the product/service was consumed prior to the billing (in cases where billing occurs regularly, but consumption of whatever is being billed for happens prior to the billing)
b. If the product/service was partially used, whether the dispute amount exceeds the value of the unused portion
c. If customer is mistaken about what the actual cancellation date was (for example, in cases where the cancellation was set for a future date)