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.
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.