Submit Evidence
Check the details required by the Issuing Bank for Dispute Representment.
The process of submitting various evidence documents to banks and gateways for contesting a dispute is called Dispute Representment. If you want to contest the dispute and show the transaction was legitimate, you will have to submit supporting evidence documents. Know more about
Each payment processing network has multiple dispute reason codes. Dispute reason codes denote why a dispute was raised by the customer in the first place and are assigned by the bank itself when the dispute is raised.
Reason codes are segregated based on networks and are further categorised into either:
- Customer Disputes: Customer claims goods/services are not received, defective or transaction not recognised.
- Fraud: Customer claims unauthorised transaction or card used without their knowledge.
- Authorisation Error: Transaction processed without proper authorisation or with declined/expired approval.
- Processing Error: You made technical mistakes like wrong amount, duplicate charge or incorrect details.
Here is a list of suggested evidence documents you need to submit for every dispute reason code to increase your chances of winning the dispute.
- Reason Description: The business failed to process the credit after the customer cancelled or returned the goods or services.
- Suggested Documents:
- Proof of refund generation
- Bank statement showing refund amount which should match the payment amount
- Customer communication showing refund confirmation
- Refund policies
- Reason Description: The business delivered a product or service that significantly differed from what they advertised or described.
- Suggested Documents:
- Product description/image screenshots
- Proof of product/service delivery
- Customer communication showcasing dissatisfaction
- Return policies
- Reason Description: The business failed to deliver the product or service to the customer despite receiving payment for the purchase.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The customer paid for the order but did not receive the product/service because the business failed to deliver the goods/service.
- Suggested Documents:
- Delivery confirmation with signature
- Tracking information
- Service completion records
- Digital delivery logs
- Customer acknowledgement
- Reason Description: The business charged the customer for the subscription in a subsequent billing cycle, despite the customer having already cancelled the recurring billing.
- Suggested Documents:
- Cancellation policy
- No cancellation request received
- Continued usage logs
- Terms of service
- Cancellation window proof
- Reason Description: The customer received a damaged or defective item (or a service of poor quality), as the product significantly differed from the description.
- Suggested Documents:
- Product description/images
- Quality control records
- No return received
- Customer did not contact for resolution
- Terms and conditions
- Reason Description: The business delivered fake or counterfeit goods to the customer; the product was an imitation or unauthorised reproduction of a branded item.
- Suggested Documents:
- Authenticity certificates
- Supplier verification
- Brand authorisation
- Product source documentation
- Quality guarantees
- Reason Description: The business misrepresented the terms of the sale by making false claims about the product's features or the sales conditions.
- Suggested Documents:
- Accurate marketing materials
- Clear terms display
- Customer acknowledgement
- No misleading claims proof
- Contract terms
- Reason Description: The business failed to process the promised refund or credit to the customer's account.
- Suggested Documents:
- Refund processing proof
- Credit timestamp
- Return not received
- Refund policy compliance
- Transaction reversal records
- Reason Description: The business charged the customer for the order even though the customer had cancelled it before shipment or service delivery.
- Suggested Documents:
- No cancellation received
- Cancellation policy terms
- Order already processed/shipped
- Cancellation window missed
- Terms agreement
- Reason Description: The card network rejected the Original Credit Transaction (OCT) that the business submitted for the refund or payout.
- Suggested Documents:
- Valid account verification
- Compliance with OCT rules
- Alternative refund method
- Transaction approval records
- Reason Description: The business charged the customer for the subscription or digital goods despite the customer having already cancelled the recurring billing or service.
- Suggested Documents:
- Cancellation policy
- No cancellation received
- Service usage after date
- Terms of service
- Digital access logs
- Reason Description: The business violated the agreed terms or payment schedule of the instalment plan.
- Suggested Documents:
- Installment agreement
- Payment schedule
- Terms compliance
- Customer consent
- Billing records
- Reason Description: This general dispute covers quality issues where the customer did not receive the goods or service, or the product was defective or misrepresented.
- Suggested Documents:
- Depends on specific dispute - delivery proof, quality records, product description, return policy, customer communication
- Reason Description: The dispute is valid, but the details do not fit any of the specific reason code categories.
- Suggested Documents:
- Varies by dispute type - general proof of valid transaction/delivery/service/authorisation/customer agreement
- Reason Description: The business failed to process the credit after the customer cancelled or returned the goods and services.
- Suggested Documents:
- Proof of refund generation
- Bank statement showing refund amount which should match the payment amount
- Customer communication showing refund confirmation
- Refund policies
- Reason Description: The business delivered goods or services that significantly differed from the description or were defective.
- Suggested Documents:
- Product description/image screenshots
- Proof of product delivery
- Customer communication showcasing dissatisfaction
- Return policies
- Reason Description: The business failed to provide or deliver the goods or services that the customer purchased.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The business submitted illegible documents in response to the retrieval request.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The acquiring partner failed to fulfil the retrieval request within the timeframe or responded with a non-fulfillment message.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The business submitted invalid documents in response to the retrieval request.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The business failed to process the promised credit or refund to the customer's account.
- Suggested Documents:
- Credit issuance proof
- Refund date/amount
- Return not received
- Policy compliance
- Processing confirmation
- Reason Description: Customer returned product or refused service. Goods were sent back or service was rejected but no refund issued.
- Suggested Documents:
- Return not received
- Refusal not documented
- Restocking completed
- Return policy terms
- Delivery confirmation
- Reason Description: The customer returned the product or refused the service, but the business failed to issue the corresponding refund.
- Suggested Documents:
- No cancellation received
- Cancellation policy
- Already shipped/provided
- Cancellation deadline passed
- Terms proof
- Reason Description: The business failed to deliver the product or service to the customer, despite having already received payment for the purchase.
- Suggested Documents:
- Delivery confirmation
- Tracking proof
- Service completion
- Digital delivery logs
- Customer signature
- Reason Description: The business charged the American Express card despite the customer having already settled the transaction using a different payment method.
- Suggested Documents:
- Single payment proof
- No alternative payment
- Payment reconciliation
- Customer communication
- Order records
- Reason Description: The business charged the customer a no-show fee after the customer failed to appear for the hotel or rental car reservation.
- Suggested Documents:
- No-show policy disclosure
- Cancellation window
- Policy agreement
- Reservation confirmation
- Terms acceptance
- Reason Description: The business continued the recurring billing and charged the customer for the subscription, despite the customer having cancelled the service.
- Suggested Documents:
- No cancellation received
- Cancellation policy
- Continued usage
- Service access logs
- Terms of service
- Reason Description: Quality/description issues. Product or service significantly different from what was advertised or described.
- Suggested Documents:
- Accurate description
- Photos/specifications
- Quality standards met
- No complaint received
- Terms compliance
- Reason Description: The business delivered a product or service that significantly differed from what they advertised or described.
- Suggested Documents:
- Quality control records
- No damage claim
- Shipping insurance
- Packaging adequacy
- No return received
- Reason Description: The business previously agreed to the chargeback and authorised the reversal of this transaction.
- Suggested Documents:
- No prior agreement
- Chargeback authorisation invalid
- Documentation of dispute
- No consent given
- Reason Description: The customer is disputing the damage charges that the rental company applied to the vehicle.
- Suggested Documents:
- Damage documentation
- Pre-rental inspection
- Photos with timestamp
- Rental agreement
- Insurance coverage
- Reason Description: The business has failed to respond to the customer's queries following the transaction.
- Suggested Documents:
- Proof of service/goods delivery to the customer's address in committed timeline
- Invoicing details showing transaction amount and date-time
- Customer communications over email (not WhatsApp)
- Reason Description: The customer's account was debited, but the system failed to send confirmation of the transaction.
- Suggested Documents:
- Service/Product invoice in case payment was captured successfully
- Internal logs to prove the payment failed and no money was credited hence no service/goods were provided
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The customer paid for the order, but the business never provided the goods or services.
- Suggested Documents:
- Proof of service/product delivery
- Customer interaction showcasing product/service related enquiries
- Terms & Conditions showcasing refund & fulfillment policies
- Reason Description: The business promised a refund but did not process the credit to the customer's account.
- Suggested Documents:
- Proof of refund generation
- Bank statement showing refund amount which should match the payment amount
- Customer communication showing refund confirmation
- Refund policies
- Reason Description: This dispute does not fit into any of the existing, specific categories.
- Suggested Documents:
- Proof of service/goods delivery to the customer's address in committed timeline
- Invoicing details showing transaction amount and date-time
- Customer communications over email (not WhatsApp)
- Refund details in case you have already generated a successful refund to the customer
If you contest, the documents are sent to the issuing bank. The issuing bank reviews the case and provides a verdict within 15 to 30 days. If you lose the dispute, the amount in the dispute is deducted from your account and is credited back to the customer's account.
If you win the dispute, no amount will be deducted from your balance.
- for additional help with disputes.
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