What documents do I provide for different types of chargebacks?

The following documentation is needed based on the chargeback type. Please keep in mind that there are size limitations on files, so you may want to submit screenshots if necessary. For instance, if you would like to submit your refund policy but the file size is too large, you can take a screenshot of the page with the cardholder’s signature.

Please note that WePay currently accepts JPG, JPEG, TIF, TIFF, PNG, and PDF files. For each chargeback, you can submit up to five files, with each file at 2 MB or smaller.

If you have multiple picture files which exceed the combined size limit, we recommend that you compress each individual file and upload again.

Credit not Processed

Credit Already Issued on Returned Merchandise or Service Cancellation

  • Documentation and date from when the credit was issued


Returned Merchandise or Service Cancellation Inconsistent with your Disclosed Return or Cancellation Policy

  • Documentation showing that the cardholder was aware of and agreed to your policy
    • Specifically, the cardholder’s signature must appear on a sales receipt or other document stating your return policy

Card Charged After Payment was Canceled

  • Signed contracts, agreements or terms of service
  • Refund policy
    • A screenshot displaying the policy as located on your website - please include the browser URL in the screenshot

Card Charged After Subscription was Canceled

  • Contract, Terms of Service and/or Refund Policy that states the terms of the subscription agreed to by the cardholder at the time of the transaction
    • Entire document must be made available to cardholder prior to checkout

Products not Delivered or Defective

 

  • A signed and paid-for invoice
  • If you already issued a credit, proof that the credit has been processed

 

Labor/Services not Delivered

  • Documentation proving that the cardholder is using the service or has accepted the job done without any issues. We recommend submitting:
    • Photographs
    • E-mail correspondence
    • Text correspondence
    • Signed contracts, agreements or terms of service
    • Other proof of service rendered

Shippable Merchandise not Delivered

  • Documentation showing the date, time, and location of delivery. Provide evidence that you delivered to the same physical address for which you received an address verification service (AVS) match of “Y” or “M”. We also recommend submitting:
    • Signed contracts, agreements or terms of service
    • Tracking numbers and/or delivery confirmation (sign into your carrier's website to supply full URL address information)
      • Copy of identification presented by the cardholder
      • Details of identification presented by the cardholder
    • Correspondence with the cardholder specific to the delivery (emails, texts)

Digital Product not Delivered

  • Documentation showing the description of the goods or services successfully downloaded, the date and time such goods or services were downloaded, and two or more of the following items:
    • Purchaser’s IP address and the device’s geographical location at the date and time of the transaction.
    • Device ID number and name
    • Purchaser’s name and email address linked to the customer profile on record with the merchant.
    • Proof that the merchant’s website or application was accessed by the cardholder for goods or services on or after the transaction date
    • Evidence that the device and card used in the disputed transaction were the same as in any previous, undisputed transactions
  • We also recommend submitting:
    • Signed contracts, agreements or terms of service
    • Proof of digital receipt to cardholder’s e-mail address
    • Correspondence with the cardholder (emails, texts)

Product/Service not as Described or Defective

  • Signed contracts, agreements or terms of service
  • Refund policy
    • A screenshot displaying the policy as located on your website - please include the browser URL in the screenshot
  • Itemized receipt
  • Proof of work, or detailed condition of product or service
  • Description of the item with an image of the item
    • The URL should be present if on a webpage while taking the screenshot
  • Available information on damage during shipment
  • Digital Services: Logins with the I.P. and access information
  • Correspondence with the cardholder (emails, texts)

Additional Chargeback Types

Charge not Recognized by Cardholder

  • Signed contracts, agreements or terms of service
  • Itemized Receipt
  • Correspondence with the cardholder (emails, texts)

Chargebacks Related to Donations

  • Correspondence with the cardholder (emails, texts)

Duplicate Billing

  • Separate receipts for each transaction
  • Proof that products/services from each transaction have been delivered

Recurring Transactions

  • Legally binding contract between the merchant and the cardholder
  • Proof the cardholder is using the merchandise or services.
  • Evidence of a previous, undisputed transaction
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