When you contest a chargeback (representment), you submit evidence to the card network that demonstrates the transaction was legitimate. The evidence required depends on the reason code.
Evidence by Reason Code Category
Dispute Category | Recommended Evidence |
|---|---|
Fraud (customer claims they didn't authorize it) | Signed authorization, device fingerprint, IP address, 3DS authentication data |
Item not received | Proof of delivery (tracking, signature), customer communication |
Not as described | Product photos, terms and conditions, communication with customer |
Duplicate charge | Documentation showing charges are for separate transactions |
Cancelled subscription | Cancellation policy shown at signup, evidence customer did not cancel |
Credit not processed | Proof the refund was already issued |
Accepted File Formats
PDF
PNG
JPEG
CSV
How to Submit Evidence
Navigate to the dispute in your dashboard
Click Submit Evidence
Upload your documents (categorized by type)
Add any explanatory notes
Submit before the representment deadline
Tips for a Strong Evidence Package
Be concise and organized — label each document clearly
Include customer communication — emails or messages showing the customer received the product or agreed to the charge
Match evidence to the reason code — irrelevant documents weaken your case
Submit early — don't wait until the day before the deadline
Evidence submission and outcome tracking are available in the Disputes section of your dashboard.