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Winning a Chargeback Dispute: Documentation Guidelines

In order to dispute a non-fraudulent chargeback, you'll need to submit proof that the customer's claim is invalid. The more evidence you provide, the better your chances are of winning the dispute. 

Note: Even if the customer tells you that they are going to retract a chargeback dispute, we still recommend submitting evidence in case the customer fails to issue the retraction.

The documentation that is needed may differ depending on the chargeback reason. Below please find common chargeback reasons as well as the documentation typically needed to successfully win the dispute.

 

Merchandise Not Received

To win a dispute where the customer claims to have not received the product they ordered, you'll need to prove that the goods were shipped in a timely fashion; shipped to the correct shipping address; and received prior to the dispute. To that end, the following evidence is helpful:

  • Order Invoice, to prove shipping address
  • Name of Shipping Carrier
  • Order Tracking Number
  • Link to the order tracking page on the carrier's website.
  • Shipping receipt, to prove date of shipment.
  • Any correspondence you may have with the customer.

 

Product Not as Described or Defective

To win a dispute where the customer claims that the product is not as described or defective, you'll need to prove that the goods delivered were in fact what was described; that they were delivered in good condition; and that the customer didn't attempt a return. On top of that, you'll need to prove that the goods were shipped in a timely fashion to the correct shipping address, and received prior to the dispute. To that end, your chances of winning the dispute are best if you provide the following:

  • Order Invoice
  • Proof that what was delivered was what was described (website product descriptions, photographs of merchandise, etc.)
  • If the customer is claiming that you wouldn't allow them to return the defective item:
    • Proof that the customer read your return policy prior to purchase, including:
      • A recording of a phone call prior to purchase in which the return policy was explained.
      • Records that a customer explicitly acknowledged a return policy online (e.g. by a "click-to-accept" acknowledgment of terms and conditions).
      • Proof that your checkout flow contains your return policy or requires an explicit acknowledgment of terms & conditions.
    • Return Authorizations, if applicable
  • Proof that goods were delivered to the correct address, including:
    • Name of Shipping Carrier
    • Order Tracking Number
    • Link to the order tracking page on the carrier's website
    • Shipping Receipt
  • Any correspondence you may have with the customer
  • Documentation explaining why you disagree with the customer's claims

Refund not Received 

To win a dispute in which the customer claims that a refund that they were owed was not received, you'll need to prove that the refund was issued prior to the chargeback; that the goods were not returned; or that the goods were returned without appropriate authorization. Your chances of winning are highest if you can provide the following:

  • Proof that a refund in the amount of the chargeback was issued prior to the chargeback. A screenshot of the refund from your Bolt Merchant Dashboard is sufficient.
  • If a refund wasn't issued because you were awaiting a return from the customer, you'll need to send:
    • Order Invoice
    • Return Authorizations, if applicable
    • Proof that the order was not returned
    • Proof that goods were delivered to the correct address, including:
      • Name of Shipping Carrier
      • Order Tracking Number
      • Link to the order tracking page on the carrier's website
      • Shipping Receipt
    • Correspondence with the customer 
  • If the customer returned merchandise without authorization, you'll need:
    • Order Invoice
    • Proof that the customer read your return policy prior to purchase, including:
      • A recording of a phone call prior to purchase in which the return policy was explained.
      • Records that a customer explicitly acknowledged a return policy online (e.g. by a "click-to-accept" acknowledgment of terms and conditions).
    • Correspondence with the customer 
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