Help Center Chargebacks

What additional information can a recurring billing or service-based merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks? article, recurring billing or service-based merchants can also provide the additional information as listed here.

Evidence of cardholder actions

If applicable, you should provide evidence of the following:

  • Signed contract which states the terms under which the cardholder may cancel the service
    • Cardholder did not provide proof that they canceled under the terms laid out in the contract
  • For recurring transactions:
    • Cardholder is using the merchandise or services
    • Cardholder canceled within the same month as billing, and partial services were rendered
    • Cardholder did not attempt to cancel the services
    • Transaction date occurred before the cancelation date, or the cancelation occurred on the same day as the transaction

Evidence of your actions

If applicable, you should provide evidence of the following:

For recurring transactions:

  • Legally binding contract between you and the cardholder
  • A previous, undisputed transaction
  • You issued credit before the chargeback—if the cardholder did cancel the service
  • Rebuttal stating:
    • Cardholder canceled in the middle or at the end of a billing cycle
    • You bill in arrears, after services are rendered
    • Transaction date occurred before the cancelation date, or the cancelation occurred on the same day as the transaction

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