⏱ Upload evidence as early as possible
Please provide any supporting documents either within the window designated by your Automation Control or at minimum 5 days prior to the chargeback deadline to guarantee they are evaluated and added to your dispute response.
If a response has already been submitted, or if the deadline is within 24 hours, we may not be able to incorporate new evidence. Cases close to their deadline may be submitted based on the information already available.
To ensure your evidence is included, please upload files directly through the Chargeflow app.
Follow these steps to submit your evidence:
Log in to your Chargeflow account.
Navigate to the Disputes page and locate cases marked as "Optimize Dispute" or "Processing."
Select the specific case and go to the Take Action tab, then choose Upload Evidence.
Drag and drop your files into the upload area or click the button to browse your device.
For more information on the Optimize Dispute status, refer to: What is Optimize Dispute?
Evidence Upload Error
If your upload fails with an error, check the file name. Hash symbols (#) and other special characters in a file name can stop the upload from going through. To fix this:
Rename the file and remove the hash symbol and any other special characters.
Upload the renamed file again.
If the Error Continues After Renaming
Confirm that the file type and file size are within the accepted limits. File sizes should not exceed 5MB.
If the issue persists, contact Chargeflow Support.