When a customer files a chargeback, the evidence you submit can make or break your case. Each dispute reason has a specific set of documents and records that card networks consider relevant — submitting the right evidence increases your chances of a successful rebuttal significantly.
Why Evidence Matters in Chargeback Cases
Card networks follow strict guidelines when reviewing disputes. A chargeback isn't just a refund request — it's a formal process where you, as the merchant, must prove that the transaction was legitimate, fulfilled, or non-refundable. Submitting strong, relevant evidence directly tied to the dispute reason signals to the card network that you have a credible case. Weak or irrelevant documentation, on the other hand, is often dismissed outright. Think of your evidence as your argument in court — the more precise and on-point it is, the better your outcome.
Evidence by Dispute Reason
Below is a full list of acceptable evidence by dispute reason. Feel free to save this for reference when uploading your documents:
Fraud / Unauthorized Use
3D Secure, CVV/CVC, and AVS match records
Proof of delivery to the AVS-verified billing address
IP addresses, device IDs, and login timestamps
EMV chip and PIN validation records (in-person transactions)
Customer communication records (e.g., emails, chat logs, messages)
Not Received (Non-Receipt of Goods or Services)
Signed delivery receipts or carrier tracking confirmation
Delivery photos with GPS coordinates
Digital goods: access/download logs, IP addresses, email confirmations
Bookings: check-in/check-out records and booking location details
Customer communication records (e.g., emails, chat logs, messages)
Not as Described (Defective or Counterfeit Merchandise)
Product descriptions and photos showing the item matched the listing
Quality certifications or pre-shipment inspection records
Repair or replacement documentation
Counterfeit claims: certificates of authenticity and supplier invoices
Customer communication records (e.g., emails, chat logs, messages)
Cancelled Recurring Billing
Cancellation policy and proof of cardholder agreement at checkout
Usage logs showing continued use after the claimed cancellation date
Evidence the cancellation request was outside your permitted timeframe
Customer communication records (e.g., emails, chat logs, messages)
Duplicate Charge
Receipts confirming the charges were for separate purchases
Proof of an authorized recurring or installment agreement
Customer communication records (e.g., emails, chat logs, messages)
Credit Not Processed
Credit or reversal confirmation with date and amount
Records showing the item was never returned
Proof the cardholder violated your return or cancellation policy
Customer communication records (e.g., emails, chat logs, messages)
📋 Note on Our Automation Service
Our Automation service will automatically pull relevant information from your store's order data to support your case. For documents outside the order page — such as last-mile or multiple tracking numbers, booking details and shipping invoices — we recommend uploading these manually to ensure they are included in your dispute response.
💡Some of the tools you’re using might already connect with Chargeflow to handle evidence collection for you! Head over to our Integrations page to see if yours can be directly integrated. If you don’t spot yours yet, we’re here to help—just reach out to our friendly support team via chat or at support@chargeflow.io, and we'll see what we can do!
Ready to upload evidence for your disputes? Check out our How to Upload Evidence for Disputes article for the steps.