If you’ve received a credit card chargeback, Wave will contact you by email to notify you and provide details of your case, including the reason for the chargeback. The specific dispute reason is important because it helps you plan the documentation you need to counter the cardholder’s claim. The cardholder’s bank will then make a decision based on the available information.
Once you submit the documentation to Wave, our Disputes Resolution Team will work on the case, and submit the required information to the bank on your behalf. To submit your documents to Wave, use the link in the chargeback notification email, or reply to the email.
If you did not receive the email, open Mave, Wave’s automated chatbot, and type chargeback. Mave will help collect any relevant details and direct you to the appropriate support. Learn how to open Mave in Get support with Wave. Learn more about chargeback timelines.
Common dispute reasons
These are the most common reasons why cardholders dispute credit card payments made to business owners who process payments through Wave. For each reason code, we have included recommended documents you can use to respond to the chargeback. If you don’t have some of the documentation listed in this article, consider including them in your regular business practices going forward.
Fraud/No Cardholder Authorization
Merchandise/Services Not Received
Incorrect Amount/Point of Interaction Error
What to do if the cardholder recognizes the charge or disputed it in error
Fraud/No Cardholder Authorization
This reason code is also used if the cardholder alerts their bank to their card being compromised. Some banks will dispute all transactions on the dates that the cardholder indicates their card was compromised.
This sometimes includes legitimate transactions that the cardholder authorized. If you’ve confirmed with your customer the chargeback was made in error, learn What to do if the cardholder recognizes the charge or disputed it in error.
To win this type of chargeback, the evidence needs to demonstrate that it was the true cardholder who authorized the transaction, and that they were aware of the charge.
Documentation required:
Proof of the true cardholder being a participant in the purchase.
For example:
- Communication from an email address and/or text messages confirmed to be associated with the true cardholder. When providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification.
- Pictures or screenshots of the true cardholder participating in the purchase
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information. - Signed credit card authorization form from the cardholder.
Merchandise/Services Not Received
This means that the cardholder paid for a product or service, and they did not receive what they agreed to.
To win this type of chargeback, the evidence must demonstrate that the cardholder is now in possession of the products or services.
Documentation required:
For example:
- Pictures or screenshots of the cardholder making the purchase.
- Before and after pictures of services being provided.
- Shipping and tracking information with proof of delivery.
- Written communication where the cardholder acknowledges that they have received the goods or services.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information.
Defective/Not as Described
This means the cardholder received something that was not to the quality that they expected, it was broken, or did not work.
To win this type of chargeback, the evidence needs to demonstrate that the cardholder paid for and received exactly what they should have expected.
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information.
Proof that the cardholder received the goods or services, and images of the final product or service just before it was provided to them.
For example:
- Images of the final product or service before giving it to the cardholder.
These images should prove that the condition of the product or service is excellent and adheres to the description of the product at the time of purchase. - Pictures or screenshots of the cardholder participating in the purchase, and/or using the products or services.
- Pictures, emails, posts on social media, or text messages from a phone number confirmed to be registered to the cardholder. When providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification.
- Written communication or a signed document where the cardholder acknowledges that they have received the goods or services, and are satisfied with it.
- If the purchase is for a digital product and/or service, then proof of the product being delivered and accessed by the cardholder and/or proof of the product and/or service being sent and made available to the cardholder.
- Images of in-progress drafts or versions.
If you are working on a project with a lot of changing requirements coming from the client, make sure to take screenshots of the progressing work. Send these screenshots by email to the cardholder (during the working process), to confirm the changes that need to be made. Include images of the completed changes as well. This helps to document the work completed, in case the cardholder revokes your access to the product or service when they dispute the transaction.
Canceled Recurring Payment
This is when a cardholder claims they have canceled services or authorization to charge their card but are still being charged on that card.
It is important that if a cardholder requests to cancel the service or authorization for you to charge their card, you should comply with their request unless you receive a new authorization from them.
To dispute this type of chargeback, the evidence needs to demonstrate that the cardholder was aware of the cancellation policy and violated it for the recurring payment, and/or that they continued to benefit from or use the product or service after the claimed date of cancellation. An example would be if they are disputing a transaction for the 1st of the month but did not cancel until the 15th of the month.
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information. Proof of the date of authorization cancellation, and your actions regarding this cancellation. - Written communication showing the proof of the cardholder’s cancellation request, and your response to it.
If providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification.
If the cardholder canceled their recurring payments with you, then you must provide new authorization from the cardholder.
Proof of continued use of the product or service after the claimed cancellation date.
For example, evidence that your website or app was accessed by the cardholder for purchase or services on or after the claimed cancellation date.
Incorrect Amount/Point of Interaction Error
This is when a cardholder has claimed that an incorrect amount was charged.
To win this type of chargeback, the evidence needs to demonstrate that the cardholder knew how much they would be charged, and approved that amount. It is important to also provide proof that the amount charged was the correct amount.
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information.
This is particularly important to include if the cost of the purchase changed between the signing of the contract and the payment. The cardholder would have needed to acknowledge the new price and confirm it. If providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification.
Proof that the cardholder has not attempted to return the product or service. Evidence must show that the cardholder has benefitted from the transaction.
Canceled Merchandise/Services
This means the cardholder didn’t want the product or service but still received it, benefited from it, and/or was charged for it.
To win this type of chargeback, the evidence needs to demonstrate that the cardholder did not reasonably cancel their product or service before it was provided to them and that the customer was aware of, and agreed to, your cancellation policy and procedure(s).
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log or certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information. - Proof of the date of cancellation, and your actions regarding this cancellation.
Written communication showing the proof of the cardholder’s cancellation request, and your response to it. If providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification.
For example:
- Evidence that your website or app was accessed by the cardholder for purchase or services on or after the claimed cancellation date.
Proof of the service attempting to be provided, and the cardholder’s refusal, if they refused.
For example:
- Pictures, emails, posts on social media or text messages from a phone number confirmed to be registered to the cardholder.
For example:
- Pictures, emails, posts on social media, or text messages from a phone number confirmed to be registered to the cardholder, proof of delivery.
When providing screenshots of text messages, be sure to remove the cardholder’s name and ensure their phone number is visible for verification. - Shipping and tracking information.
- If the purchase is for a digital product or service, then proof of the product being delivered and accessed by the cardholder and/or proof of the product being sent and made available to the cardholder through email communication, IP logs, access logs, download logs, etc.
Duplicate Payment
This is when the cardholder has claimed that they have been charged twice for the same service and/or product.
To win this type of chargeback, the evidence must demonstrate that the amount the cardholder was charged was the correct amount and that the cardholder was aware of it. It is crucial to include the invoice or receipt of the payment that is claimed to be the duplicate, and explain why these payments are both different and valid.
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log or certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information.
The invoice or receipt for the other payment that appears to be a duplicate of the one that the customer disputes.
Proof of the cardholder receiving both the products or services.
For example:
- Any written communication where the cardholder acknowledges the multiple payments and approves them or otherwise indicates that they are expected.
Credit Not Processed
This is when the cardholder has claimed they were promised a refund or credit and it was not provided to them.
To win this type of chargeback, the evidence needs to demonstrate that a refund has been issued to the true cardholder, or that they are not entitled to a refund.
Documentation required:
Signed documentation with a clear description of the services or products that the cardholder is purchasing, refund policy, cancellation policy, and a clear description of the price. This documentation needs to be signed by the cardholder before the payment.
For example:
- Signed and dated contract
If the document is digitally signed, then a signature log/certificate is required to be included as part of the submitted document. This certificate should include access records, IP logs, timestamps, and other verifiable information. If you are unfamiliar with a signature certificate, please contact the Support team from the digital signature software that you use. If they do not include a signature certificate then it is advised to use a different software.
Wave does not recommend issuing a refund outside of the original method that was paid. However, if you have issued a refund outside of Wave, we will do our best to help you prove to the bank that the true cardholder received those funds and is not eligible for further money back.
Learn to Refund a customer payment.
If the refund was issued outside of Wave, you will need to provide the following:
- Screenshots of the refund
- A signature and acknowledgement from the cardholder stating that they received the refund
- Details showing that it was the true cardholder that received the refund
What to do if the cardholder recognizes the charge or disputed it in error
Have your customer call their bank to drop the dispute and request a letter of affirmation to confirm the dispute has been dropped.
If a letter of affirmation is not available from your customer’s bank, provide a written letter signed by the cardholder stating the dispute has been dropped, and include their photo ID.
Send this letter to Wave by replying to the chargeback notification email you received. If you did not receive the notification email, open Mave, Wave’s automated chatbot, and type chargeback. Mave will help collect any relevant details and direct you to the appropriate support. Learn how to open Mave in Get support with Wave.
Sometimes the cardholder does not recognize the merchant’s business name that appears on their statement, which can result in a chargeback. Make sure your billing descriptor is properly reflected on your cardholder's credit card statement. It should appear as WAVE - *YOUR BUSINESS NAME.