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Evidence Collection System
Customer Communication as Evidence
Customer Communication as Evidence
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Written by Avia Chen
Updated over a week ago

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:

  1. The supported file formats are PDF, JPEG, JPG, and PNG.

  2. File sizes should not exceed 1MB.

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