> ## Documentation Index > Fetch the complete documentation index at: https://docs.decisionly.com/llms.txt > Use this file to discover all available pages before exploring further. # Dispute Types > Understanding dispute categories and required evidence 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](/filing-timelines). For a breakdown of network-specific required fields and documentation, see [Filing Requirements](/filing-requirements). For a high-level overview of fraud vs. merchant disputes, see [What Are Disputes?](/guide#types-of-dispute). ## Available Dispute Types * [`fraud`](#fraud) - Cardholder didn't participate in the transaction * [`invalid_authorization`](#invalid-authorization) - Merchant didn't have valid authorization * [`product_not_received`](#product-not-received) - Merchandise never received * [`product_not_as_described`](#product-not-as-described) - Product was not as described or unacceptable * [`credit_not_processed`](#credit-not-processed) - Refund never received * [`subscription_canceled`](#subscription-canceled) - Recurring transaction canceled or never agreed to * [`duplicate_charge`](#duplicate-charge) - Charged multiple times or paid by other means * [`incorrect_amount`](#incorrect-amount) - Billed an incorrect amount * [`cash_not_received`](#cash-not-received) - ATM/POS funds not dispensed * [`canceled_or_returned`](#canceled-or-returned) - Services canceled or merchandise returned without credit * [`product_counterfeit`](#product-counterfeit) - Received counterfeit goods * [`other`](#other) - Doesn't fit other categories ## 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. ### 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` ### Recommended Evidence * 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` ## 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. ### Recommended Evidence * Clear description of the transaction and the invalid authorization(s): `issuer_evidence.issuer_explanation` ## Product Not Received Use the reason `product_not_received` if the cardholder never received the merchandise. ### Required for Visa * When the product was expected to be delivered: `issuer_evidence.delivery.expected_date` * Merchant contact date: `issuer_evidence.merchant_contact.date` ### Recommended Evidence * 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` ## Product Not As Described Use the reason `product_not_as_described` if the product was not as described or unacceptable. ### Required for Visa * Date merchandise/service was received: `issuer_evidence.delivery.date` * Merchant contact date: `issuer_evidence.merchant_contact.date` ### Recommended Evidence * 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` ## Credit Not Processed Use the reason `credit_not_processed` if the cardholder never received a refund. ### 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) ### Recommended Evidence * 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` ## Subscription Canceled Use the reason `subscription_canceled` if the cardholder is disputing a recurring transaction that they either canceled or never agreed to. ### Required for Visa * Cancellation date: `issuer_evidence.cancellation.date` * Merchant contact date: `issuer_evidence.merchant_contact.date` ### Recommended Evidence * 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` ## 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. ### Recommended Evidence * 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) ## 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. ### 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` ## 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. ## Canceled or Returned Use the reason `canceled_or_returned` if the cardholder canceled services or returned merchandise but was not credited. ### 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` ### Recommended Evidence * 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` ## Product Counterfeit Use the reason `product_counterfeit` if the cardholder received counterfeit goods that were presented as genuine. ### 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) ### Recommended Evidence * 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` ## Other Use the reason `other` if the dispute reason doesn't fit any of the other categories. ### 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` ## Standard Information ### 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` ### Recommended for All Cases * `cardholder.email` * `cardholder.type` * `dispute.raised_by` * `issuer_evidence.cardholder_explanation` * `transaction.card.issuer_id` * `transaction.issuer_id`