---
id: help.disputes.evidence-by-reason
title: "What evidence to send, by reason"
canonical: https://docs.secureprocessing.app/help/disputes/what-evidence-to-send
description: "The dispute’s page says what your customer told their bank. Send the evidence that answers that reason, under the matching sections of ."
last_verified: 2026-11-02
---

# What evidence to send, by reason

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**.

Who can: Owner, Administrator, Support can add evidence in [Disputes](https://dashboard.secureprocessing.app/disputes).

## 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](https://docs.secureprocessing.app/help/disputes/send-your-evidence.md).

For developers: [Disputes](https://docs.secureprocessing.app/disputes.md)

## Related

- [Send your evidence before the deadline](https://docs.secureprocessing.app/help/disputes/send-your-evidence.md)
- [A customer disputed a payment: what to do now](https://docs.secureprocessing.app/help/disputes/what-to-do-now.md)
- [Accept a dispute](https://docs.secureprocessing.app/help/disputes/accept-a-dispute.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the dispute’s id and the reason on its page.