If you wish to defend a chargeback you've received, you need to send the appropriate request to [email protected]. Please see below more details about the scenarios when you can defend the chargeback.
If we do not receive any request from you within 10 business days from the date of the dispute, the case will be considered accepted.
Please note that for chargebacks with the reason 'Non-authorized/Fraudulent transaction,' where the payment was processed without 3D Secure (3DS), the chargeback will be accepted and cannot be disputed.
Scenario 1 - disputed transaction has been refunded
Description - merchant received a chargeback for the transaction that has been refunded.
Actions to be taken:
Make sure that the refund is related to the disputed transaction
Send a request to defend a chargeback to [email protected]
Mention the Dispute Reference in the subject of your e-mail
Add refund date and ARN to your request
Scenario 2 - Invalid dispute, supporting documents
Description - when the merchant believes the chargeback is invalid, they can defend it providing the necessary evidence, depending on the reason code for the chargeback.
Actions to be taken:
Prepare supporting document for chargeback defence depending on the chargeback Reason Code and name it with Dispute Reference number
Send a request to defend a chargeback to [email protected]
Mention the Dispute Reference in the subject of your e-mail and attach the supporting document in pdf or tiff format.
Supporting evidence can be:
A description of the goods or services purchased.
Screenshots showing the website URL, including: communication between you and the cardholder, website pages with full descriptions, use instructions, and the price of the products/services; Terms & Conditions (T&C) of the website; a page where the cardholder explicitly accepted the T&C; and a private client’s area page with the client’s name, details, contacts, order details, delivery address, delivery status, and order status.
Proof of delivery: a link to the transportation company's website with delivery tracking, screenshots of this page with tracking information, screenshots showing electronic delivery of digital goods/services, and a document signed by the cardholder confirming receipt of the goods or services.
Current availability of the purchased digital goods/services to the cardholder.
The cardholder's written confirmation of registration to receive electronic delivery of goods or services.
Evidence that the cardholder did not contact you regarding this transaction, or if they did, that the issue was resolved.
Copies of emails: a receipt sent to the cardholder's email post-purchase, an email to the cardholder with delivery details and order status, and correspondence with the cardholder.
ID, Passport, or any other identification documents of the cardholder/client.
Proof that a refund was previously issued, if applicable.
Confirmation that the service order or goods delivery was not canceled by the cardholder.
Any other relevant documents or information you consider necessary.
We may request additional documentation, depending on the nature of the dispute,
the documents provided, and the rules of the payment schemes.
Our dedicated chargeback support team is here to assist with any questions or concerns. Please don't hesitate to reach out to [email protected] at your earliest convenience.