Currently, audio and video files (for example .mp4) cannot be uploaded as evidence. Accepted file types are PDF, JPG/JPEG, PNG, GIF, Word (.doc/.docx), Excel (.xls/.xlsx), PowerPoint (.ppt/.pptx), CSV and JSON.
That said, the content from those recordings can still strengthen your dispute. Here's how to convert them into accepted formats:
Call recordings → Submit a written transcript as a PDF
Product videos → Include screenshots with a written description in a PDF
Tips for making a transcript credible
To improve the chances of a transcript being accepted, make sure it includes:
The date and time of the call
Customer name and agent name or ID
Key statements relevant to the dispute (e.g., the customer confirming receipt or agreeing to a resolution)
Your business name or letterhead
Banks don't require a notarized or third-party-certified transcript — they're looking for evidence that creates reasonable doubt about the cardholder's claim. A clear, well-formatted transcript paired with a strong rebuttal letter is typically sufficient.