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Different types of disputes require different evidence. This page describes what’s needed for each dispute type. For network-specific timing rules, see Filing Timelines. For a breakdown of network-specific required fields and documentation, see Filing Requirements. For a high-level overview of fraud vs. merchant disputes, see What Are Disputes?.

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Available Dispute Types

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Fraud

Use the reason fraud if the cardholder does not recognize the transaction and asserts that they didn’t participate in it. Before filing a fraud dispute you must cancel the affected card.

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Required Evidence

  • Card status: issuer_evidence.card.is_active (must be false, indicating the card was canceled)
  • Fraud reporting for network fraud and loss database (at least one must be true):
    • Whether fraud was already reported: issuer_evidence.fraud.was_reported
    • Whether to submit a fraud report when filing: issuer_evidence.fraud.submit_report
  • Whether the cardholder currently has possession: issuer_evidence.card.cardholder_has_possession
  • The card’s possession status at the time of the transaction: issuer_evidence.card.possession_at_transaction
  • The date the card was lost or stolen if applicable: issuer_evidence.card.lost_date

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Invalid Authorization

Use the reason invalid_authorization if the merchant didn’t have a valid authorization for the transaction. Not used for fraud cases where the cardholder didn’t authorize the transaction.
  • Clear description of the transaction and the invalid authorization(s): issuer_evidence.issuer_explanation

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Product Not Received

Use the reason product_not_received if the cardholder never received the merchandise.

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Required for Visa

  • When the product was expected to be delivered: issuer_evidence.delivery.expected_date
  • Merchant contact date: issuer_evidence.merchant_contact.date
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Product information (type of good or service): issuer_evidence.product.type

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Product Not As Described

Use the reason product_not_as_described if the product was not as described or unacceptable.

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Required for Visa

  • Date merchandise/service was received: issuer_evidence.delivery.date
  • Merchant contact date: issuer_evidence.merchant_contact.date
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Information about return or cancellation:
    • Return was attempted: issuer_evidence.return.was_attempted
    • Return date: issuer_evidence.return.date
    • Return was successful: issuer_evidence.return.was_successful
    • Return shipping: issuer_evidence.return.shipping.carrier, issuer_evidence.return.shipping.tracking_number
    • Cancellation date: issuer_evidence.cancellation.date
    • Cancellation description: issuer_evidence.cancellation.description

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Credit Not Processed

Use the reason credit_not_processed if the cardholder never received a refund.

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Required for Visa

  • Date of refund promise or credit voucher: issuer_evidence.refund.promise_date
  • A file with category refund_promise (credit transaction receipt, voided transaction receipt, or other proof of credit due)
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact date: issuer_evidence.merchant_contact.date
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Details of return attempt or cancellation:
    • Return was attempted: issuer_evidence.return.was_attempted
    • Return date: issuer_evidence.return.date
    • Return was successful: issuer_evidence.return.was_successful
    • Cancellation date: issuer_evidence.cancellation.date
  • Refund details:
    • Refund was promised: issuer_evidence.refund.was_promised
    • Promise date: issuer_evidence.refund.promise_date
    • Refund description: issuer_evidence.refund.description

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Subscription Canceled

Use the reason subscription_canceled if the cardholder is disputing a recurring transaction that they either canceled or never agreed to.

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Required for Visa

  • Cancellation date: issuer_evidence.cancellation.date
  • Merchant contact date: issuer_evidence.merchant_contact.date
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Details of the cancellation:
    • Cancellation ID: issuer_evidence.cancellation.id
    • Cancellation date: issuer_evidence.cancellation.date
    • Cancellation description: issuer_evidence.cancellation.description

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Duplicate Charge

Use the reason duplicate_charge if there was a processing error that charged the cardholder more than once, or if the cardholder paid by another means and was also charged on their card.
  • Details of the prior, valid transaction: issuer_evidence.prior_transaction
    • ARN: issuer_evidence.prior_transaction.arn
    • Date: issuer_evidence.prior_transaction.date
    • Amount: issuer_evidence.prior_transaction.amount
    • Currency: issuer_evidence.prior_transaction.currency
  • For payment by other means cases: documentation of the non-credit card payment method: issuer_evidence.documentation (such as a bank statement, cleared check, or cash receipt)

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Incorrect Amount

Use the reason incorrect_amount if the cardholder was billed an incorrect amount. Only the difference between the correct amount and the charged amount can be disputed.

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Required Evidence

  • Transaction receipt with the correct amount: issuer_evidence.documentation (category: transaction_receipt)
  • Correct amount: issuer_evidence.amount_correction.amount
  • Correct currency: issuer_evidence.amount_correction.currency

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Cash Not Received

Use the reason cash_not_received if some or all of the funds debited from the cardholder’s account were not dispensed by an ATM or point of sale terminal.

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Canceled or Returned

Use the reason canceled_or_returned if the cardholder canceled services or returned merchandise but was not credited.

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Required for Visa

  • Date received or expected: issuer_evidence.delivery.date or issuer_evidence.delivery.expected_date
  • Merchant contact date: issuer_evidence.merchant_contact.date
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Information about the cancellation or return:
    • Cancellation ID: issuer_evidence.cancellation.id
    • Cancellation date: issuer_evidence.cancellation.date
    • Cancellation description: issuer_evidence.cancellation.description
    • Return was attempted: issuer_evidence.return.was_attempted
    • Return date: issuer_evidence.return.date
    • Return was successful: issuer_evidence.return.was_successful
    • Return shipping: issuer_evidence.return.shipping.carrier, issuer_evidence.return.shipping.tracking_number
    • Return description: issuer_evidence.return.description

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Product Counterfeit

Use the reason product_counterfeit if the cardholder received counterfeit goods that were presented as genuine.

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Required for Visa

  • Date counterfeit merchandise was received: issuer_evidence.delivery.date
  • A file with category counterfeit_evidence (e.g. photo of counterfeit item, third-party verification)
  • Details of the resolution attempt with the merchant:
    • Contact was attempted: issuer_evidence.merchant_contact.was_attempted
    • Contact date: issuer_evidence.merchant_contact.date
    • Contact was successful: issuer_evidence.merchant_contact.was_successful
    • Contact description: issuer_evidence.merchant_contact.description
  • Product type: issuer_evidence.product.type
  • Product description: issuer_evidence.product.description
  • Product condition: issuer_evidence.product.condition

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Other

Use the reason other if the dispute reason doesn’t fit any of the other categories.

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Required Evidence

At least one of the following is required:
  • Issuer explanation describing why the dispute is being filed: issuer_evidence.issuer_explanation
  • Cardholder explanation with the cardholder’s statement about the issue: issuer_evidence.cardholder_explanation

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Standard Information

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Required for All Cases

  • cardholder.issuer_id
  • cardholder.name
  • dispute.amount
  • dispute.currency
  • dispute.date
  • dispute.reason
  • merchant.name
  • transaction.amount
  • transaction.arn
  • transaction.card.expiry_month
  • transaction.card.expiry_year
  • transaction.card.last4
  • transaction.card.network
  • transaction.currency
  • transaction.date
  • cardholder.email
  • cardholder.type
  • dispute.raised_by
  • issuer_evidence.cardholder_explanation
  • transaction.card.issuer_id
  • transaction.issuer_id