In addition to the actions described in How can I defend myself against chargebacks?, e-Commerce merchants can also provide the following additional information:
Evidence of cardholder actions
If applicable, you should provide evidence of the following:
- Transaction was completed by a member of the cardholder’s household
- Transaction used data that the cardholder used in a previously undisputed transaction, for example, the cardholder used one of the following:
– IP address
– Email address
– Physical address
– Telephone number
- Transaction history for registered online users, for example, provide the following:
– Device type
– IP address
– Time and date of purchase
- Cardholder accessed your website after the transaction date
- For digital delivery, provide the following:
– The cardholder’s email address used at the time of purchase matches the email address used to deliver digital goods
- For site-to-store delivery, card not present, provide the following:
– Cardholder signature on the pick-up form
– Copy of cardholder identification
- Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
- Cardholder agreed to accept the merchandise or services as provided
- Direct connection between the cardholder and the person who received the merchandise or services, for example, provide the following:
– Photographs
– Emails
- Cardholder disputing the transaction has the merchandise or is using the service, for example, provide the following:
– Photographs
– Emails
Evidence of your actions
If applicable, you should provide evidence of the following:
- Verified by Visa was used
- Written correspondence between you and the cardholder, including the following:
– Letters
– Emails
– Photographs
– Faxes
– Any other written correspondence
- Invoice or Proof of Delivery (POD) showing that merchandise was shipped before cancellation and has not been returned
- You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
– Domestic only—signed POD may be required to assist with resolving the chargeback
- Delivery, or evidence that the goods or services were delivered as directed by the customer
- Shipping and delivery of any replacement merchandise
- Explanation of any differences when transaction dates, merchant name, or merchant location differ
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Tags: dispute, defend chargeback, provide evidence, transaction documentation, internet, e-commerce, proof