Guide to Challenging a Dispute

General Submission Guidance

• Provide clear, accurate and legible evidence
• Including images and communications if applicable (at least 10 pt. font).
• If documentation is not in English, please provide English translation
• Provide written terms and conditions of payment arrangement(s) which were accepted by the customer prior to or during the payment
• All documentation should be relevant and concise (to the point)
• Include proof of the customer’s authorization

Recommended Evidence to Share

• Evidence on how the customer was CIP-verified (Identity Verification)
  • Customer’s name, DOB, phone number, billing address, email address, etc.
• Evidence of Relationship
  • Loan Agreement, Affidavit, Authorization form, Bail bond paperwork, etc.
  • Copy of all parties (including co-signers) on the loan agreement and references listed.
  • A relevant document or contract showing the customer’s signature/authorization.
• Evidence of Customer Communications
  • Written communications are preferred, but notations based on verbal conversations is also useful.
  • SMS notifications and text messages can be submitted.
  • Any communication with the customer that you feel is relevant to your case (e.g., emails proving that they received or agreed to the use of the product or service).
  • Any receipt(s) or messages sent to the customer notifying them of the charge.
• Evidence of disputed card transactions
  • Has the card been used to make previous payments, but NOT disputed?
  • Documentation of non-disputed transaction receipts.
• Card Present or No Card Present transaction
  • Was the card used in person at any brick-and-mortar locations before or after the dispute was made

For more information, read “A Simple Guide to Challenging (and Winning) Chargeback Disputes“.