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What additional evidence can an e-Commerce merchant provide to defend against chargebacks?

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:


  • 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


  • Charge the cardholder before you ship the goods to them

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