Dispute a Chargeback

Description: Discover the keys to winning a chargeback dispute, emphasizing the significance of gathering and organizing solid evidence effectively.

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Three Step Approach

Chargebacks are a form of customer protection. They provide a way for customers to dispute a charge on their card. They are intended to be used in cases of fraud. However, sometimes, they are overused, so it's essential to understand how to win chargeback disputes. Winning a chargeback dispute usually comes down to sufficient evidence. If you, the merchant, can provide clear evidence that the charge was legitimate, your likelihood of winning a chargeback dispute is very high.

#1 Gather the Evidence

Here's a list of information you should include in your dispute form:

• the product description
• the product URL
• any links associated with that product
• the customer's name
• the IP address
• signatures
• billing addresses
• receipts (these could be scanned or screenshots)
• documentation of any communication that you've had with the customer (this could include emails, chats, audio recordings, etc.
• any other relevant information that you deem necessary

When dealing with physical products, it's also essential to include information related to shipping:

• your shipping address
• the date of delivery
• shipping documents
• signatures - proving that the product was delivered and received
• tracking numbers
• information about the carrier, e.g., FedEx, UPS, or DHL
• anything proving that the product was successfully delivered to the end customer

When dealing with offline services:

• the date of the service
• contracts
• any other documents

When dealing with digital products, you must prove that the customer used your product:

• collect server logs
• download history and so on

#2 Organize the Evidence

Once you’ve collected the evidence showing that the disputed charge is legitimate, the next step is to organize this evidence. Put everything together in a structured and easy-to-follow way, ideally in a single PDF document. While collecting and organizing evidence can seem daunting, if you partner with a reputable payments provider like Shift4, the process becomes much simpler! Shift4's chargeback representment form is simple to understand and guides you through the ideal structure
for all your evidence.

#3 Submit Your Chargeback Dispute

Once your evidence has been collected and organized, it's time to submit your chargeback dispute with Shift4. This process is very simple. All documents are submitted on your behalf via our representment form. In addition to the benefit of convenience, working with a best-in-class payment platform like Shift4 significantly increases your chances of winning chargeback disputes. Shift4 offers advanced features such as card authorization and capture, which are highly effective anti-fraud measures. Additionally, the implementation of 3D Secure transfers liability from the acquirer to the issuing bank, thereby enhancing the safety and security of your business operations.