Customer communication is powerful dispute evidence. It shows the bank that you engaged with your customer in good faith — and can make a significant difference in winning a chargeback.
What counts as customer communication?
Email exchanges with the customer (confirmation, delivery, support)
Chat or messaging conversations
Screenshots showing the customer received, used, or was satisfied with their order
Phone call transcripts
Tip: Many customers dispute charges without reaching out first. If a chargeback comes in with no prior contact, reach out to the customer right away — their response could strengthen your case.
Uploading Files Manually
If you're adding files manually, keep these requirements in mind:
Formats: PDF, JPG/JPEG, PNG, GIF, Word (.doc/.docx), Excel (.xls/.xlsx), PowerPoint (.ppt/.pptx), CSV and JSON
Max file size: Each file must be 5MB or smaller (compress large PDFs or take a screenshot of the relevant page instead)
Max files: Up to 5
File name: Make sure the file name ends with its type, e.g. .pdf or .jpg
Visit How to Upload Evidence for Disputes for detailed instructions.
💡 Pro Tip: When uploading image-based evidence, make sure the file is clear and easy to read. Crop out any unnecessary areas so the relevant information is front and center — blurry or cluttered images may be harder for reviewers to interpret and could weaken your case.