The chargeback notification email contains the reason for the chargeback that your customer provided to their bank. To successfully dispute the claim, you must address the reason for the chargeback. More information about what each reason means and common supporting documentation is included below.
Common chargeback reason codes
Accepted documents for a chargeback dispute
Common chargeback reason codes
If a chargeback has been initiated in error or has been canceled by the customer, read What to do if your customer drops a chargeback.
Canceled payment, merchandise, or service
This reason code is used when the cardholder has decided they no longer want to participate in or receive an ongoing service or merchandise.
The documents must demonstrate that the cardholder did not 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 procedures.
If a payment was canceled, the documents must demonstrate the cancellation policy
was violated, or the cardholder continued to benefit from or use the product or service
after cancelation.
Credit not processed
This reason code is used when the cardholder has claimed they were promised a refund or credit and it was not provided to them.
The documents must demonstrate that a refund has been issued to the true cardholder, and/or that they are not entitled to a refund.
Issuing a refund outside of Wave can lead to issues with the cardholder’s bank verifying that funds were returned. To help prevent refunds from being disputed, you should issue refunds to the original method of tender. Learn how to refund credit cards you’ve processed in Wave in Refund a customer payment.
Defective/Not as described
This reason code is used when the cardholder received a product or service that differed from the purchase agreement, including quality discrepancies.
The documents must demonstrate that the cardholder paid for and received exactly what they expected.
Duplicate payment
This reason code is used when the cardholder has claimed that they have been charged twice for the same service or product.
The documents must demonstrate the cardholder was charged the correct amount and that the cardholder was aware of the charge. Include the invoice or receipt of the payment that is claimed to be the duplicate, and explain why each payment is valid.
Fraud/No cardholder authorization
This reason code is used when the cardholder does not recognize the charge or if their card has been compromised.
The documents must demonstrate that it was the cardholder who authorized the transaction and that they were aware of the charge. You may include providing proof of prior transactions with your business to support disputing claims of this type.
Incorrect amount/Point of interaction error
This reason code is used when a cardholder has claimed that an incorrect amount
was charged.
The documents must demonstrate that the cardholder knew how much they would be charged and approved that amount. Provide proof that the amount charged was the
correct amount.
Merchandise/Services not received
This reason code is used when the cardholder paid for a product or service and did not receive what they agreed to.
The documents must demonstrate that the cardholder is now in possession of the product or service.
Accepted documents for a chargeback dispute
For help with preparing your documents for upload, read Put together your chargeback documents.
- A statement explaining your side of the story, addressing the cardholder’s claims, and providing clarification on what occurred.
- Communication from an email address or text messages that are confirmed to be associated with the true cardholder.
When providing screenshots of text messages, remove the cardholder’s name and ensure their phone number is visible.
- Signed documentation with a clear description of the services or products that the cardholder is purchasing, acknowledgment of your refund or cancellation policy, as well as a clear description of the price.
- Signed and dated contracts. If the document is digitally signed, a signature log or certificate is required. This should include access records, IP logs, timestamps, and other verifiable information.
- Signed credit card authorization forms from the cardholder.
- Before and after product photos.
- Shipping and tracking information with proof of delivery.
- Photos of the customer purchasing or using the product or service.
- Photos of work in progress and proof of communication with the customer regarding each draft or stage of work.
- Images of the final product in expected condition.
- Written communication acknowledging customer satisfaction.
- Proof of continued use of the product or service after the claimed cancellation date.
- Proof that the cardholder has not attempted to refund the product or service and continues to benefit from it.
- Images or signed documentation to prove a refund was received by the true cardholder.