Part 7: Compelling Evidence for Chargeback Responses
Now that you have learned about the chargeback process in Part 6, the final step is to learn what kind of evidence you should be sending to fight a chargeback to put together a compelling case.
In every Chargeback Management Guide from the card networks, it is stated that “compelling evidence” must be supplied at various points in the process. Just like how every network’s chargeback process is slightly different, every network has slightly different criteria for what makes evidence compelling enough to give a favorable ruling to a merchant. One thing common across all networks is that compelling evidence must include some form of documentation i.e. receipt, transaction history, contract, etc. It is not enough to simply state “Jimmy was a repeat customer.” You, as the merchant, must provide Jimmy’s transaction history from your records for anyone to accept this evidence. Make sure to consult the card network’s Chargeback Management Guidelines when you receive a chargeback, so you can verify what evidence is required and how it needs presented. Below are links to the major card networks’ Chargeback Management Guidelines.
MasterCard Chargeback Guidelines
VISA Chargeback Guidelines
American Express Chargeback Guidelines
Discover Chargeback Guidelines