Filing a chargeback can be a useful way to dispute unauthorized charges or get a refund when a merchant will not provide one. However, chargebacks are not guaranteed and you will need solid evidence to support your claim in order to have the best chance of your bank siding with you. Here are some tips on what documentation and proof you will need when filing a chargeback.
Proof of purchase
One of the first pieces of evidence you will need is proof that you made the purchase in question. This helps prove that it is actually your money at stake and not fraudulent activity by a third party. Proof of purchase can include:
- Receipt from the merchant showing the date, amount, and what was purchased
- Credit card or bank statement showing the transaction
- Email receipt or confirmation from the merchant after making the purchase
- Shipping confirmation if it was an online purchase that had something physically mailed
Having documentation that clearly shows the details of the transaction in question helps back up your claim that it was a legitimate purchase. Make sure the proof of purchase shows relevant transaction details like the date, merchant name, amount, and what goods or services were paid for.
Proof of return or cancellation
For chargeback claims involving a return, cancellation, or non-delivery of goods or services, you will need evidence showing you cancelled or attempted to return or cancel the transaction. Helpful documentation includes:
- Return shipping receipt if physically returning merchandise
- Written confirmation of a cancellation if it was a service, subscription, or digital purchase
- Emails or messages showing you contacted the merchant requesting to return or cancel within required timeframes
- Proof that the merchant received the return but has not yet issued a refund
Showing clear proof that you tried to cancel or return items or services in accordance with the merchant’s policies can help demonstrate you are owed a refund that has not been provided.
Documentation of unsatisfactory goods or services
For claims involving issues with defective, damaged, or unsatisfactory purchases, providing evidence of the issues can make a difference. Important documentation includes:
- Photos or video of any damage to merchandise
- Screenshots showing errors, bugs, or other problems with digital goods or services
- Written documentation from a service provider about issues or defects
- Records of any attempts to contact the merchant about problems or requests for refund
- Copies of warranties or advertisements showing what was promised versus what was received
Hard evidence proving the goods or services did not live up to expectations or advertised promises can help show the purchase was fundamentally unsatisfactory. Documentation from a neutral third party can be especially persuasive.
Proof of effort to resolve directly
Before filing a chargeback, it is usually required that you make a good faith effort to resolve the issue directly with the merchant. Provide documentation of your efforts such as:
- Emails or records of phone calls showing you contacted the merchant
- Screenshots of any live chat or messaging transcripts if available
- Copies of any correspondence showing the merchant’s response and position
- Records of being unable to contact the merchant if applicable
Showing that you made an effort and the merchant was unhelpful or unwilling to address the issue can demonstrate the chargeback is a last resort after other options failed.
Receipts for replacement purchases
If you had to purchase replacement items elsewhere after unsatisfactory goods or services, include receipts showing the new purchases. This helps prove the original purchase amount is owed to cover replacement costs. Keep any receipts for:
- Purchases of the same or similar items from another merchant
- Costs of services to repair or replace defective or damaged goods
- Any related expenses like rush shipping to obtain replacements urgently
Documenting that you had to take the financial loss of repurchasing demonstrates the direct impact of the unsatisfactory goods or services.
Evidence charge is fraudulent or incorrect
If claiming the charge is unauthorized, fraudulent, or simply incorrect, providing solid proof can help get the charge dismissed. Useful evidence of fraud or error includes:
- Highlighting charges during a period your card was lost or stolen
- Showing account, shipping, or IP details for fraudulent charges don’t match your own
- Proving you did not make or authorize the transaction
- Documents showing the amount is simply incorrect or vastly different than expected
The stronger the evidence indicating the charge was fraudulent or mistaken, the more likely you are to win a chargeback dispute.
Communications with the merchant
Include any relevant communications you had with the merchant such as:
- Emails, messages, letters (including your own notes of phone calls)
- Social media complaints or feedback you left
- Ads or terms of service showing expected policies, delivery times, or features
- Requests for refunds or cancellation
- Merchant responses or explanations
Communications that indicate customer service issues, confusion over policies, or unfulfilled promises can help demonstrate the merchant is at fault.
Evidence chargeback request is timely
Most card issuers have time limits on when chargebacks can be filed, often between 60-120 days from the transaction or delivery date. Include evidence showing:
- You are filing within the allowable timeframe
- Key dates of transactions, delivery attempts, returns, merchant contacts, etc.
Proving the request is timely prevents denial based on expiration of chargeback rights.
Research chargeback requirements
Before submitting a chargeback request, research your card issuer’s specific dispute and documentation requirements which may include:
- Mandatory complaint letters to the merchant
- Standard dispute form submissions
- Notarized paperwork or affidavits
- Specific types of documentation
Having all required elements ensures your claim cannot be rejected based on procedural issues or insufficient documentation.
Format documents clearly
Make sure you provide important documents in an easy to review format. Tips include:
- Organizing records chronologically or categorically
- Providing a summary of key issues upfront
- Highlighting or calling out relevant passages in communications
- Including only documentation related to the transaction in question
Well-formatted records help highlight the most vital evidence and prevent confusion when reviewing your case.
Keep thorough records
Maintain comprehensive records any time you have an issue with a merchant involving:
- Saving all receipts, warranties, advertisements, manuals, or instructions
- Documenting all attempts to return items or cancel services
- Noting dates of deliveries, conversations, emails, and other important details
- Keeping photos or video of any problems with merchandise
- Recording names of customer service representatives
Thorough documentation habits make it much easier to dispute a charge and have the necessary proof readily available.
Summary
Winning a chargeback dispute requires submitting compelling evidence to the card issuer that the charge is unauthorized, the merchant is non-responsive, or the goods and services were unsatisfactory. Take time to gather relevant records that support your claim, demonstrate your efforts to resolve the issues, and prove the merchant is at fault. With solid documentation and a timely claim, you can feel confident presenting your case.