Note:

Find out more about the chargeback process with our dedicated guide and learn how to prevent chargebacks during remote payments and take secure payments.

Fraud - Card absent transaction

This is when a cardholder denies authorising or partaking in a transaction. For example, alleging their card was stolen or duplicated. To defend against such a dispute, you must prove that the cardholder knowingly and legitimately took part in the transaction.

Contest fraud (card absent transaction) chargebacks

  • A copy of the invoice

  • An email conversation with the cardholder

  • Signed proof of delivery

  • Evidence of past non-disputed transactions with the client

  • Email confirmation

  • A description of the goods, including the date and time they were purchased and downloaded

  • Evidence of previous undisputed payments from the same client.

  • Proof of service such as a confirmation email or invoice

  • An email conversation with the cardholder featuring their name, address and email

  • A record of the cardholder’s past use of the service and history of undisputed payments

Duplicate processing

This is the claim that a single transaction was processed multiple times. In other words, the customer believes they paid two or more times for the same item or service.

Contest duplicate processing chargebacks

  • Copies of invoice of two separate orders paid via Sumup.

Service not provided/Merchandise not received

This is exactly what it sounds like. The cardholder makes the claim that the merchandise or service they paid for was not received either within the agreed time limit or at all.

Contest service not provided/merchandise not received chargebacks

  • A description of the goods

  • Signed proof of delivery

  • Any communication in which the cardholder confirms receipt or possession of the goods

  • Any explanation why the shipment was delayed

  • Email confirmation

  • A description of the goods, including the date and time they were purchased and downloaded.

  • Evidence of past undisputed payments from the same client.

  • Email confirmation

  • Copy of the contract and any other documentation of the initial agreement between the cardholder and yourself

  • Evidence that the services were received at the agreed time and date

  • Any communication with the cardholder after payment was received

Cancelled recurring transaction

The cardholder claims they were charged after their subscription or account was closed.

Contest cancelled recurring transaction chargebacks

  • Evidence the cardholder was made aware of your cancellation or return policy and didn’t cancel in accordance with that policy

  • Proof the cardholder was notified of upcoming billing 10 days before the transaction

  • Any communication with the cardholder proving the validity of the transaction

Goods not as described/defective

This refers to when a cardholder questions the quality of the product or service they’ve received or believes the description was misleading or deceptive.

Contest goods not as described/defective chargebacks

  • Proof that the item was not returned by the cardholder nor did they contact you addressing the issue

  • Evidence that the goods sold were neither damaged nor defective

  • Signed proof of delivery for any replaced or repaired items provided

  • Communication with the cardholder regarding the transaction

  • Proof there’s been no contact from the cardholder attempting to resolve the issue

  • Evidence the goods were as described and neither damaged nor defective

  • Communication with the cardholder regarding the transaction

  • Proof the cardholder has not contacted you seeking to resolve the issue

  • Evidence that the services provided were as described

  • Communication with the cardholder regarding the transaction

Counterfeit merchandise

The customer or a third party has identified the goods as counterfeit.

Contest counterfeit merchandise chargebacks

  • A copy of the invoice

  • Provision of a neutral, third-party opinion asserting the merchandise’s legitimacy

  • A certificate of authenticity

Credit not processed and cancelled merchandise/services

The cardholder claims they didn’t receive an agreed-upon refund for returned or cancelled items or services.

Contest credit not processed or cancelled merchandise chargebacks

  • Proof that the cardholder either didn’t return the item or made no attempt to do so

  • Any evidence showing the cardholder’s return or cancellation is not in accordance with the written return or cancellation policy

  • Evidence that a refund has taken place

  • Proof that the cardholder hasn’t contacted you to resolve the issue