Dispute Evidence Submission Requirements
Defense Requirements
Learn which documents to provide to defend different types of disputes.
The requirements for defending against disputes vary depending on the reason for the dispute. For all types of dispute, you must provide documents with details of transactions to help you build a strong case to challenge the dispute.
Note: Meeting the defense requirements does not guarantee that you will win.
General Requirements
When you defend a dispute, you have to upload one or more defense documents. The number of required defense documents differs per dispute type. Make sure that your defense documents do not contain sensitive data. The Merchant Acquier will refuse defense material that contains data such as copies of passports, social security numbers, tax records, unrelated legal documents, Primary Account Numbers (PAN), and sensitive authentication data.
Accepted file formats:
JPG
10 MB
TIFF
10 MB
2 MB
Additional restrictions:
Diners and Discover: maximum file size is 3 MB
Mastercard: maximum 19 pages per chargeback defense document
Fraud – Card Absent Transaction
The cardholder claims that they did not authorize or participate in the transaction. You should demonstrate that the cardholder did legitimately purchase the service or merchandise.
Without 3D Secure liability shift, it is difficult to challenge the dispute. Defense documents should only be supplied if all requirements have been met.
Merchandise
Copy of invoice
Email conversation with cardholder
DHL-signed proof of delivery, and AVS match
Record of previous non-disputed payments
Courier's GPS location proving delivery of the product
Digital Goods
Confirmation email
Description of the digital goods and the date and time they were purchased and downloaded
Record of previous non-disputed payments
Evidence that the cardholder has accessed and successfully verified the profile or account before the transaction date
Cardholder's IP address and the geographical location of the device at the time of the transaction
Device ID and, if available, the name of the device
Cardholder's name and email address linked to customer profile or account
Services
Documentation proving you provided the service to the cardholder (confirmation email, copy of invoice)
Date the cardholder began use of the service
Evidence that the cardholder used the service before
Record of previous non-disputed payments
Fraud – Card Present Transaction
The cardholder claims that they did not authorize or participate in the transaction in a card-present environment.
Merchandise / Digital Goods / Services
Copy of a (signed) transaction receipt
Duplicate Processing / Paid by Other Means
The cardholder claims that a single transaction was processed more than once.
Merchandise / Digital Goods / Services
Copy of invoice of two separate orders
Documentation to prove that no other form of payment was used
Services Not Provided / Merchandise Not Received
The cardholder claims that merchandise or services that they ordered were not received or not received on time.
Merchandise
Description of the goods
DHL-signed proof of delivery, and AVS match
Communication where the cardholder confirms possession of the goods
Explanation why shipment was delayed
Digital Goods
Confirmation email
Description of the digital goods and the date and time they were purchased and downloaded
Record of previous non-disputed payments
Services
Confirmation email
Proof that the cardholder received the service at the agreed date and time
Communication with the cardholder after the payment
Canceled Merchandise / Services
The cardholder's bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder's statement.
Merchandise / Digital Goods
Copy of invoice / confirmation email
Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy
Proof that the cardholder initially received the merchandise, and did not return the merchandise
Proof that the cardholder has not contacted you to solve the issue
Services
Copy of invoice / confirmation email
Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy
Proof that the cardholder has not contacted you to cancel the service
Canceled Recurring Transaction
A recurring transaction was processed after it was canceled or after the cardholder's account was closed.
Merchandise
Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy
Proof that the cardholder did not return the merchandise
Proof that notice of upcoming billing was sent to the cardholder 10 days before the transaction
Digital Goods
Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy
Proof that notice of upcoming billing was sent to the cardholder 10 days before the transaction
Services
Proof that the services were used between the billing date and the cancellation date
The cardholder requested cancellation for a different date and services were provided until this date
Proof that the cardholder is still interested in the service
Goods Not as Described / Defective
The cardholder claims the goods were not as described or disputes the quality of the merchandise or services.
Merchandise
Proof that the cardholder has not contacted you to solve the issue or returned the merchandise
Evidence to prove that the merchandise was as described or was not damaged or defective
If the merchandise was replaced/repaired, provide a DHL-signed proof of delivery
Email communication with the cardholder
Digital Goods
Proof that the cardholder has not contacted you to solve the issue
Evidence to prove that the merchandise was as described or was not damaged or defective
Services
Proof that the cardholder has not contacted you to solve the issue
Evidence to prove that the service was as described
Counterfeit Merchandise
The merchandise was identified as counterfeit by the customer or a third party, such as a customs agency.
Merchandise / Digital Goods / Services
Copy of invoice
Neutral third-party opinion
Certificate of authenticity
Misrepresentation of the Purchased Good and/or Service
The cardholder claims that the terms of sale (Terms and Conditions) were misrepresented.
Merchandise / Digital Goods / Services
Proof that your Terms and Conditions were clearly communicated before the transaction was processed
Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to payment)
Credit Not Processed
The cardholder claims that you agreed to issue a refund but it was not processed, or that you didn't process a credit when the cardholder canceled or returned merchandise, canceled services, or canceled a guaranteed reservation.
Merchandise / Digital Goods / Services
Evidence that a credit or reversal that you issued was not addressed by the issuer
Evidence that the cardholder did not return nor attempted to return the merchandise
Evidence that the cardholder's return does not comply with your written policies
Mastercard 4853 – Cardholder Dispute
The Mastercard dispute reason code 4853 is raised when a cardholder contacts their issuer claiming one of the following reasons applies:
Services not provided / Merchandise not received
Canceled recurring transaction
Goods not as described / Defective
Counterfeit merchandise
Credit not processed
Addendum dispute or "no-show" hotel charge was billed
Purchase transaction did not complete
Credit posted as a purchase
Because Mastercard aggregates these eight dispute reasons into a single reason code, no additional information about the underlying reason is available when a 4853 dispute is raised.
We recommend identifying which dispute reason(s) might be applicable and providing as much proof as possible to ensure the defense is valid. For the first five reasons listed above, refer to the corresponding sections on this page.
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