Fight & Recover Chargebacks

Win a Chargeback Dispute with Compelling Evidence

Compelling Evidence-Everything You Need to Win the Case

Not all disputes become chargebacks but when disputes do become chargebacks, knowing which compelling evidences to present can make or break your case.


In order to win your chargeback disputes and recover your lost revenues, you’ll need to present what’s called “compelling evidence” – proof that transactions are, indeed, valid and you, the merchant, fulfilled your end of the bargain.

What constitutes “compelling evidence” is industry specific.  Card networks have defined different standards for brick-and-mortar retail merchants, e-commerce merchants with tangible products, e-commerce merchants with digital goods, and travel/ticketing agencies.

Here’s what qualifies as compelling evidence for each unique line of business:

Retail

For retail merchants operating out of brick and mortar stores, chargebacks are often high in value – resulting from buyer’s remorse after the fact.  In order to dispute these chargebacks and recover your lost revenues, you’ll need to produce evidence that shows you physically verified the cardholder’s identity at the point-of-sale.  This evidence can include:

  • A scanned copy of the customer’s photo ID
  • An invoice
  • A transaction receipt
  • Your rebuttal letter

If you’re a retail merchant, your best bet for preventing chargebacks is to ask customers for a physical ID before processing their payment.  

Scan the ID and store a copy in case a future chargeback occurs.

Physical Goods

For e-commerce merchants selling and shipping tangible goods and products, the main goal is to produce evidence that proves the customer received the goods and may have even used them.  

The absolute best piece of evidence you can provide on these chargebacks is a signed proof of delivery.  

Here are just a few of the types of evidence you will want to provide your card network, if available:

  • Proof of delivery, ideally signed by the customer
  • Copies of any/all customer service communications
  • AVS & CVV match
  • Photos showing the customer using the product (on social media, etc.)
  • Your rebuttal letter

Fight & Recover Chargebacks - Get The GuideE-commerce merchants should always use Address Verification (AVS) and CVV match to prevent online credit card fraud.  This can go a long way in fighting future chargebacks – and preventing them in the first place.


Digital Goods & Subscriptions

E-commerce merchants that sell digital goods or subscriptions typically have the biggest challenge when it comes to producing compelling evidence – simply because it’s difficult to prove the product was actually delivered/received.  

If you operate in this industry, the best piece of evidence you can offer is an IP match, verifying that the customer’s IP address matches the address associated with the credit card used on the transaction.  

You may also be able to use that IP address to show they logged into your system to download or use a product.  All in all, potential evidence for digital goods merchants include:

  • AVS & CVV match
  • IP address match
  • GEO location
  • Copies of any emailed invoices
  • Copies of all customer service communications
  • Proof of usage, ideally with IP addresses
  • The terms and conditions the customer agreed to at the time of purchase
  • Your rebuttal letter

Travel

For travel agencies, ticketing merchants and hotels/vacation rentals, showing an AVS and CVV match is crucial with online transactions, while voice authorizations are the key for phone sales. 

Copies of check-in details and other communications can also be helpful pieces of evidence on ticketing and travel chargebacks.  In general, the best types of evidence in travel chargebacks include:

  • AVS & CVV match
  • Voice authorization
  • Copies of tickets and check-in confirmations
  • Confirmation of familial connections (often via social media, if family fraud is suspected)
  • The terms and conditions the customer agreed to at the time of purchase
  • Your rebuttal letter

Every Case is Different

It’s important to note that these are just general guidelines.  Every chargeback dispute is different and requires custom-fit evidence to prove your case.  Remember: every card network has different rules, regulations and processes, and following these is vital if you want to see success.  

In order to fight chargebacks and your recover lost revenue, you must first understand how chargebacks are filed and how the dispute process works.  Our newest guide, The Smart Way to Fight & Recover Chargebacks, will help you to fight and recover your chargebacks the "smart" way.

Download 'Why Chargebacks are No Longer a Cost of Doing Business' now.