Wat is overtuigend bewijs vo Zijn -chargebacks?

Chargeback compelling evidence is documentation that supports a merchant’s response to the specific allegation behind a disputed payment. It can include transaction, fulfillment, authorization, policy, and communication records, depending on the dispute condition.

The strongest packet connects a claim to verifiable facts. It helps the reviewer understand what happened and how your records address the disputed issue. Start with the chargeback reason code, then check the complaint and the transaction.

Build an Evidence Map for the Claim

Treat this table as an investigation checklist. The applicable network rules and processor request determine what must be submitted. A generic category label is not a substitute for reading the case.

Separate Facts From Assumptions

Stripe’s evidence guidance recommends concise, relevant, readable documentation and notes that customer correspondence does not verify identity. A message confirming receipt may support delivery, but it does not by itself establish who authorized the payment.

Use the same discipline with every record. A shipping label establishes that a label was created. A delivery scan supports delivery to the location recorded by the carrier. A login event records account activity. Explain what the evidence demonstrates without expanding it into a claim the record cannot support.

If you suspect friendly fraud, keep the response factual. Avoid accusing the customer of lying or describing every dispute as abuse. A genuine service failure should be investigated and resolved on its merits.

Understand Visa Compelling Evidence 3.0

Visa Compelling Evidence 3.0 is a defined framework for qualifying card-absent fraud cases. It is separate from the everyday use of “compelling evidence” to describe useful documentation.

The current Visa rules set specific prior-transaction, timing, and matching-data requirements. The applicable provisions include two qualifying prior transactions and matching identifiers. Requirements also carry effective dates, so ask your acquirer to validate eligibility for the actual dispute instead of assuming any repeat-customer history qualifies.

Keep the historical records connected to their original transactions. Do not reconstruct missing identifiers or assume that an undisputed order is sufficient proof by itself. For cases outside the framework, continue assessing the available evidence against the relevant dispute condition.

Use an Evidence Index That Makes Review Easier

Before assembling the response, create a short internal index. For every proposed attachment, record the source system, transaction or order ID, event date, and fact it supports.

• Remove records belonging to a different order or customer.
• Resolve differences between order totals, payment amounts, and partial credits.
• Identify which items were delivered when an order has multiple shipments.
• Keep the version of the relevant terms shown at purchase, rather than replacing it with today’s policy.
• Assign an owner to missing evidence and record whether it can be retrieved before the deadline.

These checks help distinguish a missing record from a weak defense. They also prevent a polished response from concealing inconsistent dates or an unexplained refund. Use a chargeback response letter to connect the selected exhibits into a concise timeline.

Format Documents for the Actual Submission Route

For merchants using Stripe, its published guidance recommends relevant policy excerpts, legible screenshots, chronological presentation, and explanations of attachments. It accepts PDF, JPEG, or PNG evidence and lists a combined 4.5 MB limit; verify current page limits and network-specific requirements before uploading.

Make the packet self-contained. Attach the relevant records rather than expecting the reviewer to browse your website or sign in to an external drive. When you include a screenshot, retain enough context to show which event or transaction it documents.

Review the final file at ordinary reading size. Check that text is legible and that a conversion to PDF has not cut off an address, date, or amount. Name the files so the case owner can distinguish a draft from the submitted version.

Handle Refunds and Withdrawal Requests Carefully

Reconcile prior refunds before responding. A full-value dispute on a partially refunded purchase needs a clear explanation of the credit and remaining amount. Follow the processor’s permitted response route instead of issuing a second refund without checking the existing case.

Stripe’s withdrawal guidance explains that a customer’s request to withdraw does not automatically complete the merchant’s response obligations. Continue following the case instructions and provide the required evidence on time.

For an account claim rather than a card dispute, use the PayPal response and appeal guide. Different processes should not share an assumed evidence checklist.

Submit, Confirm, and Learn From the Result

1. Confirm that each exhibit answers a relevant part of the complaint.
2. Check the permitted files and the actual response deadline.
3. Complete the submission and record its confirmation.
4. Monitor further requests or changes in case status.
5. Review which missing records or operational errors made the case harder to defend.

For the broader process after submission, see chargeback representment. Track recovery separately from whether a dispute was filed; a favorable outcome is not the same as preventing a case.

Veelgestelde vragen

Does Compelling Evidence Guarantee a Chargeback Win?

Compelling evidence supports your response, but it does not guarantee a win. The applicable rules, case facts, and decision maker’s assessment determine the outcome.

Is Customer Communication Always the Strongest Evidence?

Customer communication is useful when it addresses the allegation. It is not universally stronger than transaction, authentication, delivery, or refund records.

Is Visa CE 3.0 the Same as a Normal Evidence Packet?

Visa CE 3.0 is a specific eligibility framework. A normal evidence packet can support a dispute without qualifying under that framework.

Can I Submit a Link to My Refund Policy?

Submit the relevant policy evidence through the processor’s accepted fields or attachments. Do not rely on the reviewer following an external link.

What Should I Do When Evidence Is Missing?

Identify the missing record, assign an owner, and check whether it can be retrieved before the deadline. Do not invent facts to fill a gap.

Make Evidence Collection Part of Daily Operations

Chargeflow Automation helps collect and organize evidence from connected systems. Pair the automated workflow with a clear review process for missing or conflicting records so your team can respond consistently.