A customer can dispute a payment for different reasons. They might claim the transaction was fraudulent or unrecognized, a recurring payment was cancelled, or a product or service was not received or matched its description.
They might also claim that a requested refund was not issued or that they were charged twice. If you believe a dispute was raised incorrectly, you can challenge it by extending the evidence package.
The evidence to provide depends on the Guide
Explore chargeback reason codes across Visa, Mastercard, Amex, and Discover to navigate disputes and build prevention strategies.
reason codes
.
Build evidence package
When a chargeback arrives, Chargebackhit builds an evidence package automatically from all available provider data, including payment history, customer details, refund records, and subscription information when available. The dispute then enters an enrichment window, during which the representment status shows Waiting for enrichment .
During the enrichment window, you can review and extend the package in the HUB or through the update dispute evidence API . Agree the length of the enrichment window with your Chargebackhit account manager. Once the package is finalized, it locks and submits automatically to the provider.
The enrichment workflow and representment statuses are part of the Guide
Automate compelling evidence submission to card issuers, challenge invalid disputes, and recover revenue through representment workflows.
dispute representment
process.
Submit evidence
Submit structured data as fields on the
update dispute evidence
API
. Upload supporting documents through evidence_enrichment, grouped by evidence category, with up to three files per category, each up to 512 KB, and an annotation for every file. You can also upload files with proofs directly in the HUB’s Guide
Monitor and manage payment disputes from active integrations, tracking dispute statuses, response deadlines, and representment outcomes.
Disputes
section.
Best practices
- Prioritize
antifraud, subscription, andapplication_logsevidence. These show the most effect on the outcome. - Provide as much evidence as possible. For each dispute reason below, include the evidence listed for that reason.
- Annotate every file with one sentence describing what it proves, for example, “FedEx confirmation, signed at the billing address, March 12.” Annotations appear in the rebuttal the evidence engine writes.
- Submit within the enrichment window.
Evidence by dispute reason
Each dispute reason has specific reason codes and evidence requirements. Use the reason codes below to identify the dispute reason, then include the listed evidence categories in the package.
Fraudulent transaction
10.44837F29UA02Relevant evidence
| Evidence category | Description |
|---|---|
antifraud | Risk score, IP checks, device fingerprint, AVS, and CVV results. |
application_logs | Logins, IP and device history, and usage after the purchase. |
proof_of_delivery | For physical goods. |
invoice or receipts | A copy with a clear description of the purchase, tying the order to the cardholder. |
proof_of_communication | Order confirmation, emails, or support conversations with the customer around the purchase. |
Cancelled recurring payment
13.24841C28APRelevant evidence
| Evidence category | Description |
|---|---|
subscription and product | Subscription status with dates (started, cancelled, expired) and a product description with the billing period, showing the charge preceded cancellation. This evidence is required to fight subscription reason codes. |
proof_of_communication | Signup confirmation, terms acceptance, renewal reminders, and the cancellation policy. |
invoice | A copy for the disputed billing period, showing the subscription plan and charge date. |
Product or service not received
13.14855C08RGRelevant evidence
| Evidence category | Description |
|---|---|
proof_of_delivery | Carrier confirmation with address, or access and usage logs for digital goods. |
application_logs | Shows the service was consumed. |
invoice | A copy with the description of the goods or services and the expected delivery date or address. |
proof_of_communication | Order and shipping confirmations sent to the customer, or communication where the customer confirms receipt. |
Not as described or defective
13.34853C31/C32RMRelevant evidence
| Evidence category | Description |
|---|---|
proof_of_communication | Communication with the customer, or proof that the customer did not contact you to resolve the problem before disputing. |
invoice and receipts | A copy of the purchase record. |
Credit not processed
13.64860C02RN2Relevant evidence
| Evidence category | Description |
|---|---|
receipts | Credit confirmation showing the refund was issued. |
proof_of_communication | About the agreed refund. |
Duplicate processing
12.64834P08DPRelevant evidence
| Evidence category | Description |
|---|---|
invoice and receipts | Showing two distinct orders. |
proof_of_communication | Communication with the customer about the two orders, or agreements made after the payment. |
Authorization-related dispute
11.34808A02ATRelevant evidence
application_logs– system logs or authorization reports confirming the timing of the transaction in relation to the authorization validity period.
Incorrect amount
12.54831P05AWRelevant evidence
| Evidence category | Description |
|---|---|
invoice or receipts | Showing the agreed amount matches the charged amount. |
proof_of_communication | Where the customer agreed to the amount, or was advised of and agreed to additional or delayed charges. Alternatively, proof that the customer did not contact you to resolve the problem before disputing. |
Processing error
12.24834P22INRelevant evidence
| Evidence category | Description |
|---|---|
invoice or receipts | A copy of the original document showing the correct amount was charged. |
application_logs | System logs showing the transaction details and that the amount was not modified. |
proof_of_communication | Communication with the customer about the transaction. |
Practical checklist
Keep the following considerations in mind when preparing a dispute response:
- Prioritize
antifraud, subscription, andapplication_logsevidence. These show the most effect on the outcome. - For every recurring charge, submit subscription status and dates along with the product description.
- Include all evidence listed for the applicable dispute reason above. Upload files through the HUB or the API, and annotate each one.
- Submit within the enrichment window. Once the package is finalized, it locks and submits automatically to the provider.