Submit Chargeback Evidence Form with Hytix Payment

Modified on Thu, Nov 7 at 6:05 AM

The chargeback process involves responding promptly upon receiving a chargeback email notification. Efficiently prepare a response in time and communicate with the buyer/bank to resolve the matter.

DISPUTE CATEGORY TYPES AND GUIDELINES FOR RESPONDING.

1) Dispute Type: Credit Not Processed

Explanation: The customer claims they’re entitled to a full or partial refund because they returned the purchased product or didn’t fully use it, or the transaction was otherwise canceled or not fully fulfilled, but you haven’t yet provided a refund or credit.

Recommended Evidence:

cancellation_policy and refund_policy: The language of the applicable cancellation or refund policy, as provided to the customer. This might be:
1. The text copied from your policy page.
2. A screenshot of the policy on a receipt.
3. A PDF of the applicable part of your business’s terms and conditions.
cancellation_policy_disclosure and refund_policy_disclosure: An explanation of how and where you provided the applicable policy to your customer prior to purchase.
cancellation_rebuttal and refund_refusal_explanation: Your explanation for why the customer isn’t entitled to a cancellation or refund.
customer_communication: Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly. If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
1. A screenshot of a text conversation.
2. A PDF of an email exchange.
3. A PDF of your written account of a phone conversation, including dates of contact.
Additional Information:Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Whether you already issued the refund the cardholder is entitled to.
2. Whether or not the customer used the digital product or service in whole or in part. If they partially used it, or whether the dispute amount exceeds the value of the unused portion.
3. Whether the cardholder withdrew the dispute.

2) Dispute Type: Duplicate

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

Recommended Evidence:

duplicate_charge_id: The charge ID for the previous payment that appears to be a duplicate of the disputed one. If no duplicate charge exists, you can’t 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.
duplicate_charge_explanation: An explanation of the difference between the disputed payment and the one the customer believes it’s a duplicate of.
duplicate_charge_documentation: Documentation for the prior payment that can uniquely identify it, such as a separate receipt. Pair this document with a similar document from the disputed payment that proves the two are separate. Also include a separate shipping label or receipt for the other payment. If multiple products shipped together, provide a packing list that shows each purchase.
customer_communication: Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly. If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
1. A screenshot of a text conversation.
2. A PDF of an email exchange.
3. A PDF of your written account of a phone conversation, including dates of contact.
Additional Information:Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Any 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. Make sure each receipt clearly indicates that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer, be sure to address any concerns they had in your evidence.
2. Whether you already issued the refund the cardholder is entitled to.
3. Whether the cardholder withdrew the dispute.

3) Dispute Type: Fraudulent

Explanation: This is the most common reason for a dispute and happens when a cardholder claims that they didn’t authorise the payment. The cardholder might have made an error and failed to recognise a legitimate charge on their credit card statement, or they might have genuinely been a victim of someone using their card fraudulently. This is a difficult dispute type to win because in many cases the reason for the dispute is correct. If you believe the payment was indeed fraud, the appropriate action is to either accept the dispute or decline to challenge it.

Recommended Evidence:

access_activity_log: Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after they made the payment. This should ideally include IP addresses, corresponding timestamps, and any detailed recorded activity.
Additional Information:Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Device geographical location at the date and time of transaction
2. Device ID, number, and name (if applicable)
3. Evidence that the transaction was completed by a member of the cardholder’s family or household
4. Evidence of one or more non-disputed payments on the same card
5. Evidence that payments on the same card had been disputed as fraud prior to the issuer authorizing this transaction
6. Evidence that the card’s CVC value was presented at purchase, but the issuer either authorized the charge despite the check failing (cvc_check value of fail), or didn’t verify it in the first place (cvc_check value of unchecked)
7. Whether you already issued the refund the cardholder is entitled to
8. Whether the cardholder withdrew the dispute
Explain and demonstrate one or more of the following:
1. That the legitimate cardholder—or an authorized representative (such as an employee or family member)—did in fact make the payment
2. That the payment was successfully authenticated with 3D Secure and should therefore fall under liability shift (Stripe provides the Electronic Commerce Indicator (ECI) automatically for you)
3. You already issued a refund to the cardholder
4. The customer withdrew the dispute or otherwise acknowledged they recognise the charge and filed the fraud dispute in error

4) Dispute Type: Product Not Received

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

Recommended Evidence:

access_activity_log: The Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after the payment was made. Ideally include IP addresses, corresponding timestamps, and any detailed recorded activity.
customer_communication: Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly. If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
1. A screenshot of a text conversation.
2. A PDF of an email exchange.
3. A PDF of your written account of a phone conversation, including dates of contact.
Additional Information: Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Device geographical location at the date and time of transaction.
2. Device ID, number, and name (if applicable).
3. Evidence that the agreed-upon delivery date hasn’t arrived yet.
4. If the purchase was made up of multiple different electronic deliveries and some of them were delivered successfully, evidence that the disputed amount exceeds the value of the unreceived items.
5. Whether you have already issued the refund to which the cardholder is entitled.
6. Whether the cardholder withdraw the dispute.

5) Dispute Type: Product Unacceptable

Explanation: The customer received the product/ service but claims it was defective or damaged in some way, or was not described or represented in an accurate manner prior to purchase.

Recommended Evidence:

product_description: A description of the digital product or service as it was represented to the customer, or images that display how the customer was shown the product prior to purchase.
cancellation_policy_disclosure and refund_policy_disclosure: An explanation of how and where you provided the applicable policy to your customer prior to purchase.
cancellation_rebuttal and refund_refusal_explanation: Your explanation for why the customer isn’t entitled to a cancellation or refund.
customer_communication: Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly. If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
1. A screenshot of a text conversation.
2. A PDF of an email exchange.
3. A PDF of your written account of a phone conversation, including dates of contact.
access_activity_log: Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
refund_policy and refund_policy_disclosure: The language of your refund policy and how you disclosed it to the customer prior to purchase. This might be:
1. The text copied from your policy page.
2. A screenshot of the policy on a receipt.
3. A PDF of the applicable part of your business’s terms and conditions.
4. Depending on the network and context, the issuer might or might not take this into consideration, but it can’t hurt your case and is generally worth including.
Additional Information: Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Whether you already issued the refund the cardholder is entitled to.
2. Whether or not the customer used the digital product or service in whole or in part. If they partially used it, or whether the dispute amount exceeds the value of the unused portion.
3. Whether the cardholder withdrew the dispute.

6) Dispute Type: Subscription Canceled

Explanation: The customer claims that you continued to charge them after a subscription was canceled.

Recommended Evidence:

cancellation_policy: Your cancellation policy, as shown to the customer.
cancellation_policy_disclosure: An explanation of how and when the customer was shown your cancellation policy prior to purchase.
cancellation_rebuttal: A justification for why the customer’s subscription wasn’t canceled, or if it was canceled, why this particular payment is still valid.
customer_communication: A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgment from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
Additional Information: Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. What controls do you have in place for customers to regulate automated spending, monitor their own usage, and prevent inadvertent automated billing.
2. If the digital product or service was consumed prior to the billing (in cases where billing occurs regularly, but consumption of whatever is being billed for happens prior to the billing).
3. If the product was partially used, whether the dispute amount exceeds the value of the unused portion.
4. If the customer is mistaken about what the actual cancellation date was (for example, in cases where the cancellation was set for a future date).
5. If the payment was actually an installment payment (some networks permit this dispute reason code only for genuinely recurring transactions, not installments of a single payment).
6. Whether you already issued the refund the cardholder is entitled to.
7. Whether you already provided a replacement product or service.
8. Whether the cardholder withdrew the dispute.

7) Dispute Type: Unrecognized

Explanation: The customer doesn’t recognize the payment appearing on their card statement. This is effectively indistinguishable from the Fraudulent reason.

Recommended Evidence:

access_activity_log: Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after making the payment. Ideally include IP addresses, corresponding timestamps, and any detailed recorded activity.
cancellation_policy_disclosure and refund_policy_disclosure: An explanation of how and where you provided the applicable policy to your customer prior to purchase.
cancellation_rebuttal and refund_refusal_explanation: Your explanation for why the customer isn’t entitled to a cancellation or refund.
customer_communication: Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly. If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
1. A screenshot of a text conversation.
2. A PDF of an email exchange.
3. A PDF of your written account of a phone conversation, including dates of contact.
Additional Information: Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
1. Device geographical location at the date and time of transaction.
2. Device ID, number, and name (if applicable).
3. Evidence that the transaction was completed by a member of the cardholder’s family or household.
4. Evidence of one or more non-disputed payments on the same card.
5. Evidence that payments on the same card had been disputed as fraud prior to the issuer authorizing this transaction.
6. Evidence that the card’s CVC value was presented at purchase, but the issuer either authorized the charge despite the check failing (cvc_check value of fail) or didn’t verify it in the first place (cvc_check value of unchecked).
7. Whether you have already issued the refund to which the cardholder is entitled.
8. Whether the cardholder withdraws the dispute.

The dispute form is pre-filled with available information required to fight a chargeback and will be auto filled by the due date. However, we highly recommend that you review the chargeback type and provide more detailed descriptions with all evidence to strengthen your case and increase your chances of winning the chargeback.

How to Fight Chargeback with Hytix Payments: Fight Chargeback with Hytix Payments