When uploading your documents, the goal is to have your cardholder's bank quickly understand what they are looking at and how it supports your claim. Wave will supply the payment details and a copy of the invoice associated with the chargeback. If you have filled out the merchant cover letter from your chargeback email, Wave will also supply a cover letter with the file descriptions based on the information you submit.
Create a merchant statement of events
Add notes to your documentation
Evidence limitations
- Each file must be 1 MB or smaller, and all documents must not exceed a total of 8 MB.
- All files must be in PDF format. If the file is a screenshot, the .jpg format is accepted.
- You can submit up to 15 pages of information in a package. While your email outlines 20 pages, the additional 5 pages include the cover page and invoice information to be submitted by Wave.
Evidence is not accepted as a video file, audio file, zip file, or shareable outside links such as Google Drive, or Dropbox. All documents must be in English.
Create a merchant statement of events
This written statement tells the credit card company what the situation is and why the dispute should be ruled in your favor. Include a brief explanation of the services or merchandise that the cardholder purchased from you as well as a sequence of events. Be specific with dates and the work progress.
Add notes to your documentation
Add notes, arrows, boxes, circles, and other attention-drawing marks on your evidence. This helps provide additional context to the reviewing agent about what they are looking at and where to focus their attention. Do not label evidence as an Exhibit.
Block out sensitive information, such as full credit card numbers, and leave only the last 4 digits of the number visible.
Keep information concise
- The dispute reason must be clear within the first 2-5 minutes of viewing your documentation package.
- Include the most relevant information and documents to support your dispute claim. Determine which documents to provide in Documents to support your chargeback dispute.
- Avoid jargon or evidence that someone outside your business will not understand.
- When you have multiple images as evidence, you can place up to 6 on a single page. Use a text editor such as Microsoft Word, or Google Docs to place the images, then convert the document to a PDF file.