When contesting a card payment dispute, the documents you need to submit depend on the reason the cardholder gave when opening the dispute. Below you will find a breakdown of each dispute reason and what evidence gives you the best chance of winning.
Goods or services not received
The cardholder claims they did not receive what they ordered.
Submit:
Proof of delivery — signed delivery note or courier tracking showing successful delivery to the cardholder's address
Order confirmation sent to the customer
Invoice
For digital goods or services: access logs, download confirmation, IP address, login timestamps
For events or bookings: confirmation email sent to the customer and evidence the event took place
Goods or services not as described
The cardholder claims what they received did not match what was advertised.
Submit:
Screenshot of the product listing or description at the time of purchase
Proof that exactly what was ordered was delivered
Invoice and order confirmation
Your terms and conditions or return/refund policy — especially if the customer did not attempt a return before disputing
Unauthorised or fraudulent transaction
The cardholder claims they did not authorise this payment.
Submit:
Evidence that the order was placed by the cardholder or someone authorised at their billing address
Delivery confirmation to the cardholder's billing address
For digital goods: evidence the product was accessed from a device or IP linked to the cardholder
Refund not processed
The cardholder claims they were promised a refund that never arrived.
Submit:
Proof the refund has already been processed — refund confirmation and transaction record including date and amount
If no refund was due: your refund policy and an explanation of why the refund was declined
Duplicate transaction
The cardholder claims they were charged more than once for the same order.
Submit:
Evidence that the two transactions relate to separate, distinct orders — separate order confirmations, invoices, or delivery records for each
If one charge was already refunded: refund confirmation
Transaction after subscription cancellation
The cardholder claims they were charged after cancelling a subscription.
Submit:
Proof the cancellation request was received after the billing date of the disputed charge
Your cancellation policy, particularly any notice period requirements
Confirmation of when the cancellation was processed
Evidence the service was still active at the time of the charge — login or usage logs work well here
General tips
Always include a written summary explaining your side of the story — what was ordered, how it was fulfilled, and why the dispute is unjustified
The more complete your evidence, the better your chances. If you are unsure whether a document is relevant, include it anyway
Compile everything into one single PDF before submitting
For guidance on how to write your summary, read: Disputing a card payment — full guide.
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