Chargebacks fall into one of seven categories. The evidence you submit varies between the different types of dispute.

Strong evidence improves your chances of success, but it doesn’t guarantee that you win a chargeback. Banks have the discretion to rule in the customer’s favor, even when you provide delivery confirmation or other compelling proof.

Tip

Customers might mistake authorization holds for duplicate charges. If this is the case, then explain that authorizations are temporary and don’t result in actual charges.

Credit not processed

A credit not processed dispute occurs when the customer expects a refund or credit that wasn’t issued or hasn’t appeared on their statement.

Review the following common scenarios for credit not processed disputes:

• You agreed to a refund, but it wasn’t processed.
• A return was received, but the credit wasn’t issued.
• The refund was issued, but hasn’t appeared yet due to a processing delay.

The following types of evidence demonstrate that the credit was issued or wasn’t required:

• Refund transaction record: If you issued the refund, then provide the transaction log with timestamps, amount, and confirmation number.
• Bank or processor statement: Demonstrate when the refund was processed and that it matches the disputed charge.
• Your refund policy: Include the terms the customer agreed to at checkout, highlighting relevant conditions.
• Customer communications: Any emails or messages where you explained the refund status or policy.
• Return tracking: If the dispute involves a return, then provide evidence of whether you received the returned item.

If you owe your customer a refund, then you can issue a refund from your BettaMax Account. You might lose the chargeback, but issuing the refund demonstrates good customer service and can prevent future disputes.

Duplicate charge

A duplicate charge dispute occurs when the customer claims they were charged multiple times for the same purchase, or that they already paid using a different method.

Review the following common scenarios for duplicate charges:

• A technical glitch caused duplicate processing.
• The customer receives a pending authorization and a final charge that aren’t actually duplicates.
• The customer paid with another method and was also charged to their card.

The following types of evidence demonstrate that only one charge was processed:

• Transaction logs: Demonstrate that only one charge was processed, or that multiple charges were processed for separate orders.
• Order details comparison: If the charges are similar, then highlight differences such as order numbers, timestamps, and items. You can view the transaction timestamps on the order’s timeline.
• Pre-authorization explanation: If one charge was actually a temporary hold that cleared, then explain this with timestamps.
• Receipts for each transaction: Demonstrate that each charge corresponds to a different purchase.
• Refund confirmation: If a duplicate charge did occur and you already refunded it, then provide proof.

Fraudulent transaction

A fraudulent transaction dispute occurs when the customer claims they didn’t authorize or participate in the transaction.

Review the following common scenarios for fraudulent transaction disputes:

• A stolen card was used for an online purchase.
• The customer doesn’t recognize the charge on their statement.
• A family member made the purchase without the cardholder’s knowledge.

The following types of evidence demonstrate that the cardholder authorized the transaction:

• AVS and CVV verification: Demonstrate that the billing address and security code matched the card on file.
• Device and IP data: Demonstrate that the transaction came from a device or location consistent with the customer’s previous orders.
• 3D Secure authentication: If the customer completed additional verification such as a one-time code, then provide this record.
• Order history: Provide records of previous successful orders from the same customer, email, or shipping address.
• Delivery confirmation: Proof that the order was shipped to and received at the customer’s verified address.
• Customer communications: Any messages from the customer acknowledging the order, such as confirmation emails opened or support inquiries about the order.

Fraud disputes can be resolved when you can demonstrate the legitimate cardholder placed the order. The strongest evidence includes matching addresses, consistent device or location data, and delivery confirmation to the billing address.

Product not received

A product not received dispute occurs when the customer claims they never received what they paid for.

Review the following common scenarios for product not received disputes:

• The tracking information confirms delivery, but the customer says they didn’t get it.
• The shipment is delayed or lost in transit.
• A digital product wasn’t accessible.
• A service wasn’t rendered.

The evidence you need to submit varies depending on what type of product or service you provide.

Tip

For high-value orders, you can require signature confirmation at delivery. This significantly strengthens your position in product not received disputes.

Product unacceptable

A product unacceptable dispute occurs when the customer claims the product or service is defective, damaged, or significantly different from the information on your store.

Review the following common scenarios for product unacceptable disputes:

• The item arrives damaged or broken.
• The product doesn’t match the listing description.
• Service quality doesn’t meet expectations.
• The customer claims the product is counterfeit.

The following types of evidence demonstrate that the product met the described specifications:

• Product listing at time of purchase: Screenshots or archived versions showing exactly what you advertised.
• Order and fulfillment records: Records of what the customer ordered, what you shipped, and when you shipped the order.
• Pre-shipment photos: Images of the item before shipping, including packaging and any serial numbers.
• Quality control records: Inspection logs or testing results, if applicable.
• Customer communications: Any messages where the customer described the issue, and your responses offering resolution.
• Return policy and process: Your terms for returns and exchanges, showing the customer agreed to them.
• Support ticket history: Record of any troubleshooting or resolution attempts.

Customers are expected to contact you before filing a dispute. If they went straight to their bank without giving you a chance to resolve the issue, then include evidence that they never reached out, and emphasize that you have a clear resolution process to manage this type of dispute.

Subscription canceled

A subscription canceled dispute occurs when the customer claims they were charged after canceling a subscription or recurring payment.

Review the following common scenarios for subscription canceled disputes:

• The customer thought they canceled, but didn’t complete the process.
• The charge processed before the cancelation took effect.
• The customer forgot about a free trial that converted to paid.
• The cancelation request wasn’t received or processed correctly.

The following types of evidence demonstrate that the subscription was active when charged:

• Subscription agreement: Terms the customer accepted, including billing cycle and auto-renewal.
• Cancelation policy: Your terms for how and when customers must cancel to avoid charges.
• Cancelation records: If no cancelation request exists in your system, then provide evidence of this.
• Usage logs: Evidence that the customer continued using the service after the disputed charge date.
• Billing notifications: Renewal reminders or payment receipts sent before the charge.
• Customer communications: Any messages about the subscription, especially if they asked about cancelation but didn’t follow through.

If the customer canceled their subscription or recurring payment, then review your records. If they follow your cancelation process and are still charged, then consider issuing a refund.

General

A general dispute occurs when the customer disputes the transaction amount, claims a processing error, or raises an issue that doesn’t fit other categories.

Review the following common scenarios for general disputes:

• The charged amount differs from what the customer expects.
• Currency conversion results in an unexpected total.
• Additional fees such as tax, shipping, or tips that the customer doesn’t anticipate.
• The transaction is processed as the wrong type, such as debit instead of credit.

The following types of evidence demonstrate that the charged amount was correct:

• Itemized receipt: Clear breakdown of base price, taxes, fees, tips, and any other charges.
• Checkout confirmation: Screenshot or record of the final amount displayed before payment.
• Pricing policy: Your terms for taxes, fees, currency conversion, or gratuities.
• Exchange rate documentation: For international transactions, provide the rate used at time of processing.
• Customer communications: Any pre-purchase messages confirming the price or explaining additional charges.
• System logs: Transaction records showing the amount authorized and charged.