Putting together your chargeback documents

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

The goal of your documentation package is to have the reviewer at your cardholder's bank quickly understand what they are looking at and how it supports your claim. We supply payment details and a copy of the invoice associated to the payment being disputed. We also generate a cover letter with file descriptions for the dispute package based on the information that you submit. By following the tips below, you can ensure that the information you are submitting is the best it can be to fight your chargeback.

Evidence Limitations

  • All of your documents must not exceed a total of 8 MB in size.
  • We can submit up to 20 pages to the cardholder’s bank on your behalf.
Aim to provide a maximum of 14-18 pages of evidence so that we can include the cover letter and invoice information.

What is not permitted in the chargeback package?

  1. Banks do not accept videos. If you want to include a video, take screenshots of key scenes and put them into a PDF. Add notes to the PDF to explain where the screenshots are from and why these scenes are important.
  2. Banks do not accept audio files. If you want to include a recording of a call or an audio file, generate a transcript of the audio file. Only include key parts of the conversation with time stamps to show the bank.
  3. Banks do not accept outside links. If you have a piece of evidence that is online, such as a website that you created for a customer, or a picture from the cardholder’s social media page, take a screenshot and include a timestamp of when you took the picture. Using your computer’s built-in calendar and clock can help establish the time in your screenshot. You can also add the link to the page that you took the screenshot from for record purposes, but the reviewing agent will not be able to click on the link itself.
  4. Banks do not accept documentation in languages other than English. Please ensure that all of your evidence is in English, or include a translation of the information in the evidence.
Please do not send us a link to a file sharing service (Google Drive, Dropbox, iCloud) requesting that we download more evidence. For privacy and security reasons we are unable to access these links.

Creating a merchant statement of events

It is important to provide the cardholder’s bank a written statement of events. You can use this statement to tell the credit card company what the situation is and why the dispute should be ruled in your favor. Included in this should be a brief explanation of the services/merchandise that the cardholder purchased from you.

An example of a statement of events:

Summary
Sally hired my company to create 15 custom plant pots in early October and she requested that I deliver them to her home. She paid the full amount before I started the work and when I completed the pots I delivered them to her home. Upon receiving them she smashed one in front of me and demanded a refund. I declined the refund and left the remaining 14 pots at her house.

Timeline
October 1, 2020 - Sally contacted me via email through my website’s commission request page. She specified that she wanted 15 plant pots custom sculpted into the shape of frogs. She also asked for me to deliver them to her home and she gave me her address.

October 2, 2020 - I sent Sally a hand-drawn design and she approved it. She then paid the Wave invoice that I sent to her. On custom products I do not offer refunds and require payment in full. This refund policy is listed on my invoice and she accepted those terms before she submitted the payment.

October 23, 2020 - I notified Sally through email that the pots were ready and I asked when she would be available for delivery. She replied the same day and told me I could drop them off the following day.

October 24, 2020 - I arrived at Sally’s home with the plant pots and brought them to her door. She smashed one of them telling me that they were supposed to be shaped like panda bears and she demanded a refund. As she had approved the hand-drawn design and the pots are non-refundable, I declined the refund and explained the reasoning. I left the remaining 14 pots with her.

Adding notes to your documentation

It is important to 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.

Make sure to block out sensitive information, such as full credit card numbers. If you need to include this info, only leave the last 4 digits of the number visible.

Adding notes, highlights, arrows, and boxes to your PDFs will vary depending on the type of device that you use. If your device does not have a built in PDF editing tool, check out a free option available online.

Converting files into PDFs

When you have multiple images such as email screenshots, web page screenshots, pictures of work being finished, text messages, etc. you can put multiple images on one PDF page.

Some tips to help you when arranging your files for PDF conversion:

  • You can assemble multiple images onto a text editor such as Microsoft Word or Google Docs. Reduce the size of the images so that you can fit more than one picture on a page at a time and ensure that the image is large enough that it is clearly legible. Once you have the layout the way you want it, you can then save the file as a PDF.
  • For text message screenshots or similar sized communications, a maximum of 6 images per page is recommended. If you try to include more than 6 images, the text may become difficult to read.
  • To give yourself more room on a Microsoft Word or Google Doc file, you can reduce the size of your margins. Make sure to leave a small margin so that if the documents need to be printed or faxed at any point, you won’t have important information cut off.
  • If you need to take a picture of something on your laptop, computer, or phone, make sure that you take a screenshot from the device itself. The image will come out clearer this way.

There are different ways you can take a screenshot which depend on the device that you are using.

  1. For a MAC computer, you can take a screenshot using Command + Shift + 4 and selecting the area you want to capture.
  2. For a Windows computer, you can use the Print Screen button or the built in snipping (snip & select) tool.

 

No matter what you are including, make sure that the final version is legible, clear, and focuses on the areas that you want to highlight.

Reducing the size of your PDFs

When your PDF file exceeds the 1MB upload size, you can decrease the size without losing important information. Make sure that when you are trying to reduce the file size you are saving each new version as a different name so that you don’t overwrite your original high-quality PDF.

There are different ways that you can reduce the size of your PDF file. Some examples include a PDF compressor tool, splitting it into multiple exhibits or deleting pages.

 

Key points to remember:

  • If you don’t think that your reasoning is clear within 2-5 minutes of looking at your documentation package, go back and tweak your notes to pare it down further.
  • Only include the most relevant information. When including your contract, the most important pages are often the first page, the signature page, an online signature log if the signature is digital, the pages that include payment details, refund and cancellation policies, and/or the services/merchandise being provided. Ensure that the most relevant pages are included with the reason code.
  • You are the subject matter expert for your business and the dispute agent at the cardholder’s bank is not familiar with how you run it. Try to avoid jargon or evidence that someone else will not understand. If you need to include something that may not be easily recognized, add notes and brief explanations of what the reviewer is looking at, what the document is showing, and where they should be paying attention.

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