When businesses fight against a chargeback, it’s called a dispute. To win a chargeback dispute, businesses need expertise in several areas and a considerable amount of time and resources.
Central to making a case against a chargeback is having the right documentation – evidence that the customer actually made the purchase. This can include business records, such as sales receipts, order forms and tracking numbers. Depending on the industry and type of product or service, businesses may need additional data, like:
- Correspondence between the customer and the merchant’s customer service department
- AVS and CVV match from the customer’s credit card
- Geolocation
- Saved email invoices
- Saved transcripts/screenshots of all customer service communications
- Proof the customer logged in, downloaded, viewed and used a digital order (using IP address)
- Evidence the customer accepted the merchant’s service, return and refund policies
- Documentation showing the customer was notified about any upcoming recurring purchases
- Screenshots of a customer’s public social media account that shows the disputed goods being used
Businesses also need to know dispute deadlines:
- Visa gives businesses 30 days.
- PayPal has a 10-day window for businesses.
- Mastercard allows for 45 days.
- American Express gives businesses only 20 days.
- Discover has a window of 20 days.
Related Sources
Understanding Credit Card Chargeback Reason Codes
Digital Wallet Chargeback Policies Have Changed: What You Need to Know
What Merchants Should Know for Successful Chargeback Reversals
Evidence You’ll Need to Dispute a Chargeback
How Retailers Can Prevent & Fight Debit Card Chargebacks
Understanding Visa Chargeback Time Limits
5 Mistakes Merchants Make When Disputing Chargebacks
3 Ways Social Media Can Help You Fight Chargebacks