Send your evidence before the deadline
Short answer
Open the dispute, fill in what you have under Your evidence, and press Submit evidence. Submitting is final, so add everything first.Add your evidence
- Open Disputes in the dashboard and choose the dispute.
- Under Your evidence, fill in the sections that apply. Each section saves on its own, so you can come back to it.
- Attach files, such as a receipt or your messages with the customer.
- When everything is there, press Submit evidence.
Nothing is required. Add whatever argues your case, because more is better than less.
What helps most
| The customer says | What to send |
|---|---|
| The goods or service never arrived | Delivery details and tracking, or proof the service was provided |
| The card was used without permission | The exchange where they acknowledged the order, and their details |
| What arrived was not as described | What you sold, your receipt, and your messages with them |
Send only what is true and about this payment. Never include a full card number.
After you submit
- Your evidence is frozen. You cannot add to it, because the bundle the bank reads has to match what your page shows.
- The bank does not have it yet. A person at Secure Processing forwards it. The status changes to With the bank.
- We email you when the bank answers. How long that takes is up to the bank, and we cannot give you a date.
Why the deadline matters
After the deadline the bank can decide without your evidence. We send reminders three days before the deadline and again the day before, so leave time to find what you need.