What evidence do I need for a chargeback?

Fighting Fraud: The Evidence You Need for a Successful Chargeback

Disputing a credit or debit card transaction can feel daunting, but having the right evidence significantly increases your chances of a successful chargeback. While the specific requirements may vary slightly depending on your card issuer and the reason for the dispute, building a strong case requires a methodical approach to evidence gathering. This article outlines the key pieces of evidence you should aim to collect.

1. Proof of Non-Receipt or Defective Goods:

This is arguably the most crucial element for most chargeback disputes. Simply stating you didn’t receive the goods isn’t enough. You need concrete proof. The gold standard is a delivery confirmation showing the package never arrived at your address. This should ideally include a signature or a clear photograph of the package at the purported delivery location. If a signature was required but not obtained, this is a significant point in your favor.

For defective goods, gather compelling photographic evidence showcasing the defect. Multiple angles and close-ups are beneficial. Videos can be even stronger evidence, demonstrating the malfunction clearly. Keep detailed notes regarding the defect, including when it was discovered and any attempts you made to resolve the issue with the seller.

2. Documentation of Communication:

Every interaction with the merchant is valuable evidence. This includes:

• Email correspondence: Preserve all emails, including those requesting refunds or explanations.
• Order confirmation numbers: This links your payment to the specific transaction.
• Chat logs: Screenshots of online chat sessions with customer service representatives are admissible evidence.
• Phone call notes: Maintain detailed written records of any phone conversations, noting the date, time, representative’s name (if available), and the essence of the conversation.

These documents demonstrate your efforts to resolve the issue amicably before resorting to a chargeback.

3. Transaction Details and Security Measures:

While not always directly impacting the outcome, these details add context and credibility:

• AVS/CVV match records: If your Address Verification System (AVS) and Card Verification Value (CVV) didn’t match, this suggests unauthorized access and strengthens your claim. Obtain this information from your bank statement or online banking portal.
• Transaction date and time: Pinpoint the exact time of the transaction to assist in the investigation.
• Merchant information: Include the merchant’s name, address, and website URL.

4. Supporting Evidence from External Sources:

Sometimes, external sources can significantly bolster your case:

• Social media posts: If the merchant boasts about excellent service but failed to deliver, screenshots of their social media claims can be useful.
• Online reviews: Negative reviews from other customers experiencing similar issues provide corroborating evidence. However, use this judiciously; focus on reviews related to the same product or service you purchased.
• Photographic proof of product use: If you’re disputing a digital product or service and you’ve used it, providing photographic evidence of usage might complicate your claim. Focus on proving the product is defective, not that you used it.

Important Considerations:

• Timeliness: Act quickly. Most card issuers have strict deadlines for filing a chargeback.
• Clarity and Organization: Present your evidence in a clear, concise, and well-organized manner.
• Accuracy: Ensure all information is accurate and verifiable.

By diligently collecting and presenting this evidence, you significantly improve your chances of a successful chargeback and reclaim your funds. Remember, proactive evidence gathering is key to a successful dispute.