Chargebacks

What additional information can an e-commerce merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks?, e-commerce merchants can also provide the additional information as listed here.

Evidence of cardholder actions

If applicable, you should provide evidence of the following:

  • Transaction was completed by a member of the cardholder’s household
  • Transaction used data that had been used in a previously undisputed transaction, for example:
    • IP address
    • Email address
    • Physical address
    • Telephone number
  • Transaction history for registered online users including, for example,
    • Device type
    • IP address
    • Time and date of purchase
  • Cardholder accessed your website after the transaction date
  • Digital delivery:
    • The cardholder’s email address used at the time of purchase matches the email address used to deliver digital goods
  • Site-to-store delivery, card not present:
    • Cardholder signature on the pick-up form
    • Copy of cardholder identification
  • Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
  • Cardholder agreed to accept the merchandise or services as provided
  • Direct connection between the cardholder and the person who received the merchandise or services, for example:
    • Photographs
    • Emails
  • Cardholder disputing the transaction has the merchandise or is using the service, for example:
    • Photographs
    • Emails

Evidence of your actions

If applicable, you should provide evidence of the following:

  • Verified by Visa was used
  • Written correspondence between you and the cardholder, including:
    • Letters
    • Emails
    • Photographs
    • Faxes
    • Any other written correspondence
  • Invoice or Proof of Delivery (POD) showing that merchandise was shipped before cancellation and has not been returned
  • You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
    • Domestic only—signed POD may be required to assist with resolving the chargeback
  • Delivery, or evidence that the goods or services were delivered as directed by the customer
  • Shipping and delivery of any replacement merchandise
  • Explanation of any differences when transaction dates, merchant name, or merchant location differ

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