What evidence to send, by reason
Short answer
The dispute’s page says what your customer told their bank. Send the evidence that answers that reason, under the matching sections of Your evidence.In this article
By what they say
| The page says | What to send | Where |
|---|---|---|
| They say the card was used without permission | The messages where they arranged or acknowledged the order, their name, email and any record that they used what they bought | The customer |
| They do not recognise the charge | The same, plus what the charge was for, so they can recognise it | The customer, What they bought |
| They say the goods or service never arrived | Tracking and proof of delivery, or proof the service was provided | Delivery, What they bought |
| They say what arrived was not what was described | What you sold and how it was described, the receipt, and your messages about it | What they bought |
| They say they were charged twice | The other payment, and why the two are separate purchases | Duplicate charge |
| A refund they were promised never arrived | The refund, if you made one, or why you did not | Cancellation and refunds |
| They say they had cancelled | Your cancellation policy, how it was shown to them, and why it does not apply | Cancellation and refunds |
For any other reason, write your side under Anything else, and attach what supports it.
What makes evidence strong
- It is about this payment, with dates that match.
- It comes from the time of the sale, such as the receipt and messages, rather than written afterwards.
- A message where your customer acknowledged the order is often the strongest single item.
Never include a full card number. Then send it before the deadline.