Dispute requirements depend on the reason for the dispute. You must always provide documents that show transaction details to support your case.
Meeting these requirements does not guarantee that you will win the dispute.
General Requirements
When defending a dispute:
- Upload one or more defense documents (number varies by dispute type).
- Do not include sensitive data like:
- Passports or Social Security numbers
- Tax records
- Unrelated legal documents
- Primary Account Numbers (PAN)
- Sensitive authentication data
Accepted File Formats
- JPG – Max size: 10 MB
- TIFF – Max size: 10 MB
- PDF – Max size: 2 MB
Special Rules
- Diners and Discover: Max file size 3 MB
- Mastercard: Max 19 pages per document
- Klarna: Only PDF accepted
- Mexico domestic disputes: Max file size 800 KB
- STAR: JPG/TIFF max 5 MB
- RFI: Max 4 pages
Dispute Types and Required Documents
Fraud – Card Not Present
Cardholder claims they didn’t authorize the payment.
If 3D Secure was not used, it’s difficult to win without strong evidence.
Provide (as applicable):
- Invoice copy
- Emails with cardholder
- Proof of delivery (e.g., DHL signed)
- Previous non-disputed payments
- GPS delivery proof (for merchandise)
- For digital goods: confirmation email, description, access logs, IP/device info
- For services: proof service was provided and used
Duplicate Processing / Paid by Other Means
Cardholder claims they were charged twice.
Provide:
- Invoices for both transactions
- Proof no other payment method was used
Services Not Provided / Merchandise Not Received
Cardholder says goods or services were not received or delayed.
Provide:
- Description of goods/services
- Proof of delivery or service completion
- Communication confirming receipt or explaining delays
Canceled Merchandise / Services
Cardholder says they canceled but didn’t get a refund.
Provide:
- Invoice or confirmation email
- Proof of your cancellation policy and that it was not followed
- Evidence that goods/services were received and not returned
- Proof no contact was made to cancel
Canceled Recurring Transaction
Recurring charge after cancellation.
Provide:
- Proof cardholder accepted your cancellation policy
- Notice sent 10 days before billing
- Evidence services were used before or after cancellation
Goods Not as Described / Defective
Cardholder claims product or service quality issues.
Provide:
- Proof cardholder didn’t return or contact you
- Evidence goods/services were as described
- Replacement or repair proof (if applicable)
Counterfeit Merchandise
Cardholder or authority claims items were fake.
Provide:
- Invoice
- Third-party opinion or authenticity certificate
Misrepresentation of Goods/Services
Cardholder claims Terms and Conditions were unclear.
Provide:
- Proof Terms and Conditions were shown before payment
- Proof cardholder accepted them (e.g., checkout screenshot)
Credit Not Processed
Cardholder claims refund was not issued.
Provide:
- Proof refund was processed or credit was not required
- Evidence merchandise was not returned
- Proof return didn’t follow your policy