Compelling Evidence

By September 17, 2018Industry Terms

Compelling evidence is certain documents that a merchant can submit with a chargeback response to prove the validity of the original transaction or otherwise contradict the chargeback.

Each chargeback is accompanied by a reason code. This reason code determines which forms of compelling evidence will be accepted by the card network.

Examples of compelling evidence include, but are not limited to:

  • Email conversations with the customer
  • Delivery confirmation
  • Contracts

If merchants don’t have the necessary compelling evidence, they won’t be able to fight the chargeback. Therefore, it is important to collect as much information as possible throughout the customer journey so compelling evidence will be available if a chargeback is issued. Compelling evidence should be efficiently organized in the merchant’s CRM or order management system so it can be easily accessed when needed.

VISA: Detailed List of Acceptable Compelling Evidence

For the majority of chargeback reason codes, the card networks have fairly generic expectations for compelling evidence. For example, the network might simply ask for documents–any documents–that prove a certain action was taken. However, for two reason codes, Visa has very specific requirements.

Reason Code 10.4 - Other Fraud - Card-Absent Environment

  • A signed order form for mail or phone orders.
  • Documents that prove the IP address, email address, physical address, and telephone number had been used in a previous, undisputed purchase
  • Documents that prove the cardholder previously made one or more undisputed purchases of the same merchandise or services
  • Documents that prove the same device and card associated with the dispute were used in a previous, undisputed purchase
  • Documents that prove the purchase was made by a member of the cardholder’s household or family
  • Documents that prove the initial purchase made to create a wallet included Verified by Visa but subsequent transactions from the wallet that did not include Verified by Visa contained all the other wallet-related transaction data (only applicable in the European region)
  • Documents that list the name provided on the purchased itinerary on the flight manifest for a departed flight (only applicable to European members)
  • Photographs or emails that prove a link between the person receiving the merchandise or services and the cardholder
  • Photographs or emails that prove the cardholder is in possession of the merchandise or using the services
  • Cardholder signature on a pick-up form or photocopy of the cardholder’s ID to prove the cardholder collected merchandise at the merchant’s location after a card-absent transaction
  • Documents that prove delivery and time of delivery for items sent to the same physical address that yielded a Y or M match with AVS (signature confirmation is not required)
  • Proof the shopper’s profile had been accessed and successfully verified by the merchant before the purchase was made.
  • Documents that prove the cardholder accessed the merchant’s website on or after the transaction date
  • Documents that prove the cardholder was working for the company at the address where merchandise was delivered at the time of the delivery
  • Documents that record pertinent information for recurring transactions including all of the following:
    • A legally-binding contract between the cardholder and merchant
    • Proof the cardholder has used the merchandise or service
    • Proof of a previously non-disputed purchase
  • Documents that record pertinent information about the sale of digital goods, including a written description of the merchandise or services downloaded and the date and time of download. Documentation must also include two or more of the following:
    • Shopper’s IP address and the device’s geographical location at the date and time of purchase
    • Device identification number and name of device if available
    • Shopper’s name and email address
  • Documents that record pertinent information about a transaction for passenger transportation including proof the service was provided. Documentation must also include one or more of the following:
    • Proof the ticket was received at the cardholder’s billing address,
    • Proof the ticket or boarding pass was scanned at the gate
    • Proof that frequent flyer miles were earned or redeemed as part of the transaction
    • Proof the cardholder made additional purchases tied to the original transaction, such as seat upgrades, extra baggage, on-board purchases, etc.
  • Documents that record pertinent information about a T&E transaction including proof the service was provided. Documentation must also include one or more of the following:
    • Proof that loyalty program rewards were earned or redeemed as part of the transaction
    • Proof the cardholder made additional purchases tied to the original transaction (such as service upgrades) and didn’t dispute them

Reason Code 13.1 - Merchandise/Services Not Received

  • Photographs or emails that prove a link between the person receiving the merchandise or services and the cardholder
  • Photographs or emails that prove the cardholder is in possession of the merchandise or using the services
  • Cardholder signature on a pick-up form or photocopy of the cardholder’s ID to prove the cardholder collected merchandise at the merchant’s location after a card-absent transaction
  • Documents that prove delivery and time of delivery for items sent to the same physical address that yielded a Y or M match with AVS (signature confirmation is not required)
  • Proof the shopper’s profile had been accessed and successfully verified by the merchant before the purchase was made.
  • Documents that prove the cardholder accessed the merchant’s website on or after the transaction date
  • Documents that prove the same device and card associated with the dispute were used in a previous transaction that wasn’t disputed.
  • Documents that prove the cardholder was working for the company at the address where merchandise was delivered at the time of the delivery
  • Documents that record pertinent information about the sale of digital goods, including a written description of the merchandise or services downloaded and the date and time of download. Documentation must also include two or more of the following:
    • Shopper’s IP address and the device’s geographical location at the date and time of purchase
    • Device identification number and name of device if available
    • Shopper’s name and email address
  • Documents that record pertinent information about a transaction for passenger transportation including proof the service was provided. Documentation must also include one or more of the following:
    • Proof the ticket was received at the cardholder’s billing address,
    • Proof the ticket or boarding pass was scanned at the gate
    • Proof that frequent flyer miles were earned or redeemed as part of the transaction
    • Proof the cardholder made additional purchases tied to the original transaction, such as seat upgrades, extra baggage, on-board purchases, etc.
  • Documents that record pertinent information about a T&E transaction including proof the service was provided. Documentation must also include one or more of the following:
    • Proof that loyalty program rewards were earned or redeemed as part of the transaction
    • Proof the cardholder made additional purchases tied to the original transaction (such as service upgrades) and didn’t dispute them

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