Compelling Evidence for Chargebacks
Different chargeback reason codes require different types of evidence. Common evidence types include:
|
Evidence Type |
Duplicate Transaction |
Product/Service Not Received |
Fraud |
Canceled/Returned |
Defective/Not as Described |
Refund Not Processed |
General |
Incorrect Amount |
Canceled Recurring |
|---|---|---|---|---|---|---|---|---|---|
| Rebuttal Letter | X | X | X | X | X | X | X | X | X |
| 3DS |
|
|
X |
|
|
|
X |
|
|
| Proof of Credit | X |
|
X |
|
|
X | X | X |
|
| Transaction History | X |
|
X |
|
|
|
X |
|
X |
| Invoice (signed by customer if possible) | X | X | X |
|
|
|
X | X |
|
| Proof of delivery (physical or digital goods) |
|
X | X | X |
|
|
X |
|
|
| Recurring Billing Agreement |
|
|
X |
|
|
|
X |
|
X |
| Photographic Evidence |
|
X | X |
|
|
|
X |
|
|
| Signed Purchase Order |
|
|
X |
|
|
|
X | X |
|
| Email or other historical customer communications | X | X | X | X | X |
|
X |
|
X |
| AVS Verification |
|
X |
|
|
|
|
X |
|
|
| Proof of Authorization |
|
|
|
|
|
|
|
X |
|
Compelling evidence definitions
Rebuttal Letter: A summary of your evidence package and how it addresses the selected reason code.
3DS Proof: Evidence that the transaction used 3D Secure authentication, including the ECI code. [Akute must decide whether 3D Secure is available in Akute Pay]
Proof of Credit: Screenshots showing a refund was issued, including timestamps and transaction IDs.
Transaction History: Records showing this patient has had multiple non-disputed transactions with you.
Invoice: Copies of invoices related to the transaction, ideally with a signature.
Proof of Delivery: Tracking details or delivery confirmation for physical goods, or email/login history for digital services.
Recurring Billing Agreement: Screenshots showing the cardholder agreed to recurring billing (from your checkout page, terms of service, or email notifications).
Photographic Evidence: Images showing the cardholder received the product or service.
Signed Purchase Order: A purchase order signed by the cardholder.
Customer Communications: Records of communication with the patient can disprove fraud or show you were willing to resolve the issue. You can also document that the patient never contacted you, disproving claims of owed credits or cancellations.
AVS Verification: Proof that you verified the billing address provided matched the card on file.
Proof of Authorization: Evidence showing the cardholder understood what they were being charged and the amount.