Compelling Evidence

“Compelling evidence” for disputes includes any documentation that proves a customer authorized the transaction and received the goods or services as agreed. This evidence varies by product and dispute reason but commonly includes:

• Proof of delivery: This can include shipment tracking information, delivery confirmation, or signed receipts from the customer acknowledging receipt of the goods or services.
• Customer communication: Any correspondence or communication with the customer that demonstrates their satisfaction with the transaction, such as emails, chat logs, or support tickets.
• Transaction records: Detailed records of the transaction, including invoices, receipts, order forms, or any other relevant documentation that clearly shows the purchase was authorized and completed by the customer.
• Product or service descriptions: Descriptions or specifications of the product or service offered, including pricing, features, terms, and conditions, to establish that the customer was aware of what they were purchasing.
• Contracts or agreements: If applicable, contracts or agreements between the merchant and the customer that outline the terms of the transaction, refund policies, or any other relevant terms and conditions.
• Proof of identity: In cases where identity verification is crucial, providing evidence that verifies the customer’s identity, such as government-issued identification documents or authentication records.
  If a single card has multiple disputed payments, the bank will require separate submission packets for each payment.