In addition to the actions described in What is a chargeback?, you can also provide the following evidence:
Evidence of the cardholder’s actions
- Evidence that the cardholder used in a previous transaction that they didn’t dispute, for example:
- IP address
- Email address
- Physical address
- Telephone number
- Transaction history if the cardholder is registered online, for example:
- Type of device they used to checkout
- IP address
- Time and date of purchase
- Evidence of the cardholder accessing your website after the transaction date
- Evidence that the cardholder’s email address they used at the time of the purchase matches the email address they used to receive digital goods
- A pickup form with the cardholder’s signature and a copy of their identification
- A release form or waiver that the cardholder signed that allows you to deliver packages to the cardholder’s address without requiring a signature, and an unsigned Proof of Delivery (POD)
- Evidence that the cardholder agreed to accept the goods or services as provided
- Evidence that the cardholder has the goods or is using the service, for example, photographs or emails
Evidence of your actions
- Written correspondence between you and the cardholder, which may include:
- Letters
- Emails
- Photographs
- Faxes
- Invoice or Proof of Delivery (POD) that shows you shipped the goods before cancellation and the cardholder hasn’t returned them
- Evidence that you shipped the goods to a positive AVS address and you obtained Proof of Delivery (POD)
- A signed POD for domestic only deliveries
- Evidence of shipping and delivery of any replacement goods
- Explanation of why the transaction dates, your merchant name, or your merchant location is different to what the cardholder thought it would be
What can I do to help prevent chargebacks?
In addition to the best practices described in How can I avoid chargebacks?, we recommend you follow these best practices:
Do:
- Clearly indicate the expected delivery date on the receipt or invoice
- Contact the cardholder in writing if you delay delivery or cancel the goods or service
- Provide a valid customer service number or a URL address
- Provide goods or services as you described to the cardholder
- If the cardholder receives defective goods or they do not receive the goods as you described, immediately resolve the issue at first contact
- Use an AVS to confirm that the billing and shipping address match
Don’t
- Charge the cardholder before you ship the goods to them
Let us know if this answered your question. If not, please let us know why!
Tags: chargeback process, dispute, defend chargeback, proof, e-commerce, avoid chargebacks, avs