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“.
