When a chargeback is raised, the cardholder's bank assigns a reason code that explains why. The reason code shapes what evidence you need to provide to defend the dispute successfully.
This article covers the most common reason categories and the kinds of evidence that help support your case. Your chargeback notification will always include the specific reason it was filed.
For information on submitting a defence in Venue Manager, see Manage chargebacks with ROLLER Payments.
Fraud or unauthorised transactions
Reason codes in this category include variations of "fraud," "unauthorised," "card reported lost," and "card reported stolen." The cardholder is claiming they did not authorise the transaction.
To defend this, you need to show that the cardholder authorised the transaction or was present when it took place.
Evidence to gather:
- Receipts or invoices — particularly those showing the method of entry (tap, insert, or swipe), if available.
- Signed documentation — contracts or waivers signed by the cardholder at the time of the transaction.
- Check-in details — proof the cardholder attended the venue, supporting that the transaction was legitimate.
Goods or services not received
Reason codes in this category include "merchandise not received," "goods/services refused," and "non-receipt of merchandise." The cardholder is claiming they paid for something they didn't receive.
To defend this, you need to show that the cardholder received the goods or services they paid for.
Evidence to gather:
- Signed contracts — documentation specifying the service that was provided.
- Check-in details — proof the cardholder attended the venue.
- Itemised receipts and invoices — showing the specific goods or services purchased.
- Public reviews — if you can identify a review the cardholder posted after attending, this helps demonstrate they received the service.
- Customer correspondence — emails or messages confirming the goods or services were delivered.
Goods or services not as described
Reason codes in this category include "misrepresentation," "cardholder dispute," and "mismatch of requested and received goods." The cardholder is claiming they received the goods or services but they weren't as advertised.
To defend this, you need to show that what was provided matches what was offered.
Evidence to gather:
- Signed contracts — documentation showing the specifics of what the cardholder agreed to.
- Item descriptions — screenshots or copies of the descriptions on your website at the time of purchase.
- Public reviews and correspondence — showing the cardholder was satisfied with the goods or services.
Cancelled or recurring payments
Reason codes in this category include "cancelled recurring," "cancelled services," and "expired services." The cardholder is claiming they tried to cancel a recurring payment — typically a membership — and were charged anyway.
To defend this, you need to show that the disputed transactions were valid and that the membership or recurring payment was active during that period.
Evidence to gather:
- Check-in details — proof the cardholder used or redeemed their membership during the disputed period.
- Customer correspondence — communication showing the cardholder confirmed they wanted to continue the membership, or where no cancellation was requested.
Duplicate transactions
Reason codes in this category include "multiple presentment" or anything referring to duplicate charges. The cardholder is claiming they were charged twice for the same transaction.
To defend this, you need to show that the two transactions were genuinely separate.
Evidence to gather:
- Timestamped receipts — showing the transactions occurred at different times or covered different items.
- Payment details — booking numbers or payment references for both transactions, demonstrating they're distinct.
Common evidence to keep on hand
Several types of evidence are useful across multiple chargeback categories. Keeping the following readily available will speed up your response:
- Booking confirmation emails
- Itemised receipts and invoices
- Check-in records
- Signed waivers or contracts
- Customer correspondence (emails, SMS, chat logs)
- Your published terms and conditions and refund policy
For a full list of supporting evidence and how to submit it, see Manage chargebacks with ROLLER Payments.
Reduce chargebacks before they happen
Many chargebacks can be avoided through good operational practices. See Tips for preventing chargebacks for guidance.