What to Submit as Evidence for innRoad Payment Disputes

Created by Alex Savchuk, Modified on Fri, Mar 15 at 6:53 PM by Alex Savchuk

Dispute Categories

When a payment is disputed by a cardholder, their card issuer assigns one of the following categories to best describe the reason for it. This is displayed in the Dashboard when viewing a dispute and as a value for the reason attribute of a Dispute object.

Credit not processed
Duplicate
Fraudulent
Product not received
Product unacceptable
Unrecognized
General - This is an uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed.

Follow the recommendations when responding to disputes and providing evidence. The recommendations depend on the dispute reason and what was purchased (physical product, digital product or service, or offline service). You should also include general evidence when responding to any kind of dispute. Including as much relevant information as possible in a response increases the likelihood that the dispute is found in your favor.

Compelling evidence for Visa disputes

Visa has more stringent requirements on the evidence required to overturn disputes with a reason of fraudulent or product not received. You must provide at least one piece of compelling evidence—proof that the cardholder participated in the transaction, received any goods or services, or benefited from the transaction—with any dispute response. Certain types of compelling evidence are comprised of multiple pieces of information (e.g., a customer’s IP address and the location of their device at the time of purchase). If you don’t submit all required compelling evidence, you can’t overturn a dispute.
Look for evidence labeled as Compelling Evidence within these dispute categories. It’s also recommended that you collect and submit compelling evidence regardless of the card brand being used.

General evidence for all dispute categories

Including as much relevant information as possible when you submit a response increases the likelihood that the dispute is found in your favor. When responding to any type of dispute, make sure you include the following evidence (if available).

Evidence	Parameter
The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible.	billing_address
The name of the customer. This field is automatically filled when possible.	customer_name
The email address of the customer. This field is automatically filled when possible.	customer_email_address
The IP address that the customer used when making the purchase. This field is automatically filled when possible, and is expanded to include geographical data before we send your evidence to the customer’s credit card company.	customer_purchase_ip
A relevant document or contract showing the customer’s signature.	customer_signature
Any communication with the customer that you feel is relevant to your case (e.g., emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service).	customer_communication
Any receipt or message sent to the customer notifying them of the charge. This field is automatically filled with a Stripe generated email receipt if any such receipt was sent.	receipt
A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase.	product_de

Dispute category types – Credit Not Processed

The customer claims that the purchased product was returned or the transaction was otherwise canceled, but you haven’t yet provided a refund or credit.

Required to overturn dispute: Demonstrate that you’ve issued a refund to your customer through other means or that they aren’t entitled to one. You can’t issue one while a payment is being disputed. If you believe that they were entitled to a refund that you didn’t provide, you can accept the dispute.

How to respond: The first thing you should do is contact your customer. If you understand what their complaint is, you might be able to explain the misunderstanding or resolve it. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

In addition to the following evidence, your submission should include correspondence with the cardholder saying they would withdraw the dispute, and a written statement from their card issuer confirming that the dispute has been withdrawn.

Description	Parameter
Your refund policy, as shown or provided to the customer.	refund_policy
An explanation of how and when the customer was shown or provided your refund policy prior to purchase.	refund_policy_disclosure
Your explanation for why the customer is not entitled to a refund.	refund_refusal_explanation

How to prevent it: Have a clear return policy and make it easy to find. For customers requesting a replacement or refund, make sure to honor your returns or refund policy promptly.

Dispute category types – Duplicate

The customer claims they were charged multiple times for the same product or service.

Required to overturn dispute: Demonstrate that each payment was for a separate product or service.

How to respond: Determine if your customer was incorrectly charged multiple times. If they were not, collect any and all information documenting that each payment was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer you should be sure to address any concerns they had in your evidence.

If they were duplicate payments, you should accept the dispute. You can’t issue a refund while a payment is being disputed. If there have been two or more separate payments, you should get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

Description	Parameter
The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.	`duplicate_charge_id`
An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.	`duplicate_charge_explanation`
Documentation for the prior payment that can uniquely identify it, such as a separate receipt or service documentation. This document should be paired with a similar document from the disputed payment that proves the two are separate.	`duplicate_charge_documentation`
A copy of a service agreement or documentation for the disputed payment.	`service_documentation`

If a disputed charge is categorized as a duplicate but no duplicate charge exists, there is no way to provide a duplicate charge ID when prompted to supply evidence in the Dashboard. In such cases, you can select All Fields from the gear menu and provide alternate evidence that is applicable to the dispute in question.

How to prevent it: If a customer’s card is charged more than once accidentally, you should correct the duplicates immediately and get in touch with your customer. Sending detailed receipts that explain each payment also help prevent this type of dispute in the future.

Dispute category types – Fraudulent

This is the most common reason for a dispute and happens when a cardholder claims that they didn’t authorize the payment. This can happen if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the cardholder doesn’t recognize the payment as it appears on the billing statement from their card issuer.

Required to overturn dispute: Provide adequate payment and order details so that a legitimate customer recognizes it, or proves to the card issuer that their cardholder authorized the transaction.

How to respond: Contact your customer first. Sometimes customers forget about payments they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute isn’t sufficient evidence.

It might be more efficient—and provide a better customer experience—to accept an accidental dispute and charge the customer again, if appropriate. Even when a dispute is withdrawn, it usually takes approximately 75 days to be finalized. Remember, it doesn’t matter to the card networks whether you win or lose a dispute; what matters is how many disputes a business receives, regardless of how many disputes are won.

If you believe the payment was actually made using a stolen credit card, you must accept the dispute. The credit card networks place liability for accepting fraudulent payments with you, the business. However, if you believe the dispute is invalid, you can attempt to prove this by submitting the appropriate evidence.

Description	Parameter
Evidence (e.g., photographs or emails) to prove a link between the person receiving products and the cardholder, or proving that the cardholder disputing the transaction is using the service. Compelling Evidence	`customer_communication`
Evidence that the person who signed for the products was authorized to sign for—or is known by—the cardholder. Compelling Evidence	`customer_signature`
Documentation showing proof that a service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear human-readable format. This could include a copy of a signed contract, work order, or other form of written agreement. For passenger transportation or services or travel and expense transactions, evidence that the service was provided and any of the following: Proof that the ticket was received at the cardholder’s billing address Evidence of payments related to the disputed payment, such as seat upgrades, extra baggage, and purchases made on board the passenger transport Details of loyalty program rewards earned or redeemed, including address and phone number, that establish a link to the cardholder Evidence that other payments related to the original payment, like upgrades, were not disputed Compelling Evidence	`service_date` `service_documentation`
Use this for any of the following: A signed order form for products purchased by mail or phone order Evidence that the transaction was completed by a member of the cardholder’s family or household Evidence of one or more non-disputed payments for the same products For recurring payments, evidence of a legally binding contract held between your business and the cardholder, that the cardholder is using the products, and of any previous payments not disputed Compelling Evidence	`uncategorized_file` `uncategorized_text`

How to prevent it: This is a difficult dispute type to win so make sure to have clear communication with your customer and measures in place to avoid fraudulent payments. For instance:

Make sure your statement descriptor is easily recognizable to your customers and reflects the URL they would associate with their purchase
Send receipts upon payment so your customers can recall what they paid for
If you ship physical products, consider shipping only to addresses that match a verified billing address or reaching out to the customer before shipping to a different addresses

Dispute category type - Product Not Received

The customer claims they did not receive the products or services purchased.

Required to overturn dispute: Prove that the customer received a physical product or offline service, or used a digital product or online service. This must have occurred prior to the date the dispute was initiated.

How to respond: The first thing you should do is contact your customer. Understanding why they filed the dispute will be important for helping make sure your customer gets the product and will give you critical information to prevent this from happening to others.

evidence you can submit for:

Description	Parameter
Evidence (e.g., photographs or emails) to prove a link between the person receiving products and the cardholder, or proving that the cardholder disputing the transaction is using the service. Compelling Evidence	customer_communication
Evidence that the person who signed for the products was authorized to sign for—or is known by—the cardholder. Compelling Evidence	customer_signature
Documentation showing proof that a service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear human-readable format. This could include a copy of a signed contract, work order, or other form of written agreement. For passenger transportation or services or travel and expense transactions, evidence that the service was provided and any of the following: Proof that the ticket was received at the cardholder’s billing address Evidence of payments related to the disputed payment, such as seat upgrades, extra baggage, and purchases made on board the passenger transport Details of loyalty program rewards earned or redeemed, including address and phone number, that establish a link to the cardholder Evidence that other payments related to the original payment, like upgrades, were not disputed Compelling Evidence	service_date service_documentation
Use this for any of the following: A signed order form for products purchased by mail or phone order Evidence that the transaction was completed by a member of the cardholder’s family or household Evidence of one or more non-disputed payments for the same products For recurring payments, evidence of a legally binding contract held between your business and the cardholder, that the cardholder is using the products, and of any previous payments not disputed If in the Europe region, evidence that the cardholder has been compensated for the value of the merchandise or services through another method Compelling Evidence	uncategorized_file uncategorized_text

How to prevent it: maintain access logs or documentation that tie use back to the customer.

Dispute category type – Product Unacceptable

The product or service was received but was defective, damaged, or not as described.
Required to overturn dispute: Demonstrate that the product or service was delivered as described at the time of purchase.

How to respond: If the product or service is as described, provide specific information (invoice, contract, etc.) to refute the cardholder’s claims. Quality disputes are where the customer does not agree with the condition of merchandise or service received (quality of a hotel room). There might be instances where you need to obtain a neutral third-party opinion to help corroborate your claim against the cardholder. Provide as much specific information and documentation as possible to refute the cardholder’s claims. It’s recommended that you address each point that the cardholder has made.

If the customer hasn’t yet returned the product or canceled the service, provide specific information to that effect. If you have processed a credit or reversal for this transaction, provide evidence of this which includes the amount and date processed.

If the customer no longer disputes the transaction, provide a letter or email from the cardholder stating that they’re no longer in dispute.

Description	Parameter
The date on which the cardholder received or began receiving the purchased service in a clear human-readable format.	service_date
Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.	service_documentation

If your customer made no attempt to return the product or cancel the service, or if you provided a replacement product or service, make sure to mention that as well.

How to prevent it: Ensure that the description of products or services shown in advertisements, online, and transaction receipts, or used in telephone order-taking scripts are accurate, complete, and not misleading.

Dispute category type – Unrecognized

The customer doesn’t recognize the payment appearing on their card statement.

Required to overturn dispute: As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the payment.

How to respond: First, try to get in touch with your customer. Sometimes people forget about payments they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute is not sufficient evidence.

It might be more efficient—and provide a better customer experience—to accept an accidental dispute and charge the customer again, if appropriate. Even when a dispute is withdrawn, it usually takes approximately 75 days to be finalized. Remember, it doesn’t matter to the card networks whether you win or lose a dispute; what matters is how many disputes a business receives, regardless of how many disputes are won.

Description	Parameter
The date on which the cardholder received or began receiving the purchased service in a clear human-readable format.	service_date
Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.	service_documentation

How to prevent it: Make sure your statement descriptor is easily recognizable to your customers (and reflects the URL they would associate with their purchase) so they can tell who charged them. If you aren’t sending email receipts already, consider sending them to customers to help them remember their purchases.