Submitting your chargeback documents

Put your documents together with the tips below so we can submit a thorough case on your behalf.

We are gradually rolling out a new chargeback documentation upload feature to our business owners. If the chargeback notification email you received has a link to an upload page as shown in the image below, please proceed to the Documentation Upload Page section. If there is no link provided within the email, please proceed to the Documentation Email Submission section.

Email showing the chargeback portal button

Documentation Email Submission

Please prepare the requested documentation using our guides on chargeback reason codes and how to put your documents together. Respond directly to the email with your documentation.

Wave's Disputes team will send you a notification when the documentation has been successfully submitted to the cardholder’s bank or if there are any additional questions regarding the documentation provided.

Documentation Upload Page

Now that you have prepared your documentation, you can upload it to our chargeback portal so that we can forward it to the cardholder’s bank for review.

Email showing the chargeback portal button

Steps to upload:

  1. Ensure that you are logged into your Wave account.
  2. In the chargeback email, click the link to upload documentation.
  3. You will be redirected to the upload page which has details of the chargeback (amount, last date to upload, cardholder name, invoice number etc.). You have 8 fields to upload relevant documentation.
  4. When you are finished uploading your documentation, click the “submit documentation” button and we will send your package to the cardholder's bank.

Wave sends you a notification when the documentation has been successfully submitted or if we have any additional questions regarding the documentation provided.

The only supported upload format is PDF. If you need help converting your documents to PDF files, check out the converting files to PDF section in our putting documents together guide.

Please ensure that uploaded documents do not contain photos of credit cards or authorization forms with complete credit card numbers. You can redact the card numbers and display only the last 4 digits if this information is required.

Was this article helpful?
0 out of 2 found this helpful