This page looks to provide some more detail around the most common kinds of chargebacks and how best to prepare a defense against them. There will be some overlap in the kind of documentation we want to present for several chargeback reason codes, but it’s helpful to understand what the reason code means and how to prepare the best case.
Our chargeback email notification will always specify the reason the chargeback was filed. You can find some advice about the most common of these below.
Fraud/Unauthorised
There are many reason codes that include the words “fraud” or “unauthorised”, but we can challenge these all similarly. These reason codes also include things like “Card Reported Lost” or “Card Reported Stolen”. The cardholder is claiming that they did not authorise this transaction. With respect to the documentation we want, this means we want to prove that the cardholder did authorise or was present at the time of transaction.
Docs
- Receipts or invoices, particularly those that show the method of entry. If the venue has proof that the cardholder tapped, inserted or swiped their card, this will help our case.
- Signed documentation. Contracts or waivers signed by the cardholder at the time of transaction can help us prove they authorised the transaction.
- Check-in details. If the cardholder has checked in to the venue, we want to attach this as proof the transaction was legitimate.
Goods/Services Not Received
This category might include reason codes like “Merchandise Not Received”, “Goods/Services Refused” or “Non-receipt of merchandise”. The cardholder is claiming that they paid for a service that they did not receive. For these docs, we want to prove that the service was received by the cardholder.
Docs
- Contracts. Signed documentation that specifies the service helps our case.
- Check-in details. If the cardholder has checked in to the venue, we want to attach this as proof they attended the venue.
- Receipts and invoices. Itemised invoices showing the specific goods or services purchased by the cardholder.
- Reviews. If the venue knows that the cardholder has posted a public review of the business after attending, this can help our case.
- Correspondence with the customer. If you have been in contact with the customer and have emails or texts that prove the goods/services were delivered, we want to attach this.
Goods/Services Not As Described
This category includes reason codes like “Misrepresentation”, “Cardholder Dispute” and “Mismatch of requested and received goods”. Different to the above, the cardholder is claiming that they received the goods or services, but that they were not as previously described, and that they are dissatisfied with what they paid for. For our defense case, we want to prove that the goods/services provided match what is advertised.
Docs
- Contracts. Signed documentation that shows the specifics of what the cardholder agreed to.
- Item descriptions. On your website, if you have descriptions of the goods or services, we want to include this as proof that the description is clear.
- Reviews and correspondence. If you have public reviews or correspondence with the customer that shows they were happy with the goods/services, attaching this helps our case.
Cancelled
This category includes “Cancelled Recurring”, “Cancelled services”, “Expired services”. The cardholder claims they have attempted to cancel their recurring payment to the venue (likely a membership). For this case, we want to prove that the transaction/s that the cardholder is disputing were valid and were redeemed - or, that the cardholder has specified that they want to continue their membership.
Docs
- Check in details. If the cardholder has checked in or redeemed their membership for the timeframe they are disputing, we want to include this as proof the membership is ongoing and active.
- Correspondence. If the cardholder has been in contact with you regarding their ongoing membership, we want to include this to prove the membership or recurring payment is active.
Duplicate Transaction
This might look like “Multiple Presentment” or anything with the word duplicate in the reason code. The cardholder is claiming they were charged twice for one transaction. For this case, we want to prove that two distinctly different transactions occurred.
Docs
- Receipts. Timestamped receipts that show different items, or that the transactions happened at varying times, will help challenge this dispute.
- Payment information. If you can identify both booking numbers, or both payment tokens that the cardholder is claiming are duplicates, including both sets of payment information will help differentiate these charges.