New: Our Gmail integration is live. It automatically finds relevant customer emails and adds them to your dispute evidence, automatically. Learn more here.
Customer Communication is compelling evidence that there was communication between the merchant and the customer, and it can indicate goodwill on the merchant's part to avoid a dispute.
For this evidence you can include the following:
Screenshots of emails proving that they received the product or service
Screenshots demonstrating the customer’s use of or satisfaction with the product or service.
Screenshots of chat conversations with the customer.
Screenshots of emails exchanged with the customer.
Transcripts of phone calls with the customer.
Any other communication channel with the customer.
Most of the time, the customer will not contact you before initiating a dispute, so there may not be any customer service notes in these cases. In such cases, and if a customer initiates a dispute, you should contact them promptly (by email or chat) to obtain a resolution or get other insights that can positively affect the response to the bank.
You can upload up to five files that meet the following requirements:
The supported file formats are PDF, JPEG, JPG, and PNG.
File sizes should not exceed 1MB.