Chargebacks Evidence Guide (Managed/MOR Only)

A list of evidence needed to dispute chargebacks for Managed merchants (MOR).

1. Shippable Products (Physical Goods)

Common Chargeback Reasons & Codes:

Chargeback Reason	Visa	MasterCard	Amex	Discover
Fraud (Unauthorized Transaction)	10.1-10.5	4837, 4863	FRAUD, NOAUTH	UA01, UA02
Merchandise Not Received	13.1	4855	RNF	RM
Product Not as Described/Defective	13.3, 13.4	4853	SNAD	RG
No Authorization	11.3	4808

Required Evidence:

• Proof of Delivery: Tracking number, signed receipt, or delivery confirmation.
• Proof of Purchase: Invoice, order details, and payment confirmation.
• Product Description & Policies: Screenshots of product details and refund policies at checkout.
• Customer Correspondence: Emails, chat logs confirming receipt or inquiries.
• Authorization Proof: AVS/CVV match, transaction logs, or signed receipts (for 11.3, 4808 disputes).

Additional Information for Dispute:

(Should be included in the comment section or in a separate uploaded document)

• Provide a clear and concise explanation of why the chargeback is invalid.
• Detail the items purchased, including the quantity and description.
• Include any relevant refund requests or customer complaints, if applicable.

2. Services (Memberships, Subscriptions, Appointments, etc.)

Common Chargeback Reasons & Codes:

Chargeback Reason	Visa	MasterCard	Amex	Discover
Fraud (Unauthorized Transaction)	10.1-10.5	4837, 4863	FRAUD, NOAUTH	UA01, UA02
Service Not Provided	13.1	4853	RNF	RM
Recurring Billing Dispute	13.2	4841	CRED, P2	AP
Credit Not Processed	13.6	4860	CRED	RN
No Authorization	11.3	4808

Required Evidence:

• Proof of Service Rendered: Signed contracts, work logs, or service completion receipts.
• Customer Agreement: Terms of service, email confirmations, or signed documentation.
• Communication Records: Emails or messages confirming satisfaction or prior complaints.
• Refund and Cancellation Policies: Screenshots showing clear refund policies before purchase.
• Subscription Proof: Transaction history and usage logs to show ongoing service access.

Additional Information for Dispute:

(Should be included in the comment section or in a separate uploaded document)

• Clearly explain the service provided and why the chargeback is invalid.
• Attach proof demonstrating customer consent and service completion.
• Show evidence of customer use (logins, timestamps, service completion).
• Highlight prior refund requests and whether they were processed.

3. Learning Centers (Online Courses, Coaching, Webinars, etc.)

Common Chargeback Reasons & Codes:

Chargeback Reason	Visa	MasterCard	Amex	Discover
Fraud (Unauthorized Transaction)	10.1-10.5	4837, 4863	FRAUD, NOAUTH	UA01, UA02
Service Not Provided	13.1	4853	RNF	RM
Product Not as Described	13.3, 13.4	4853	SNAD	RG
Recurring Billing Dispute	13.2	4841	CRED, P2	AP
No Authorization	11.3	4808

Required Evidence:

• Proof of Enrollment & Access: Login records, timestamps, or course completion records.
• Attendance Records: Summary of registered hours vs. attended hours.
• Signed Agreement: Customer’s signed acknowledgment of the service terms.
• Invoice: Proof of payment and transaction details.
• Refund Policy: Clear terms and conditions agreed upon before purchase.
• Customer Interaction: Emails, chat logs, or forum discussions showing engagement.
• Content Usage Logs: Download records or video watch history (if applicable).

Additional Information for Dispute:

(Should be included in the comment section or in a separate uploaded document)

• Summarize why the chargeback is invalid.
• Highlight student participation (logins, coursework submitted).
• Provide evidence of refund policy acknowledgment and prior refund requests (if applicable).

General Tips for Chargeback Disputes

• Always respond before the deadline (Due Date) set by the payment processor.
• Keep your response thorough but concise—focus on key evidence.
• Maintain detailed transaction records to prevent disputes.

By following this structured approach, merchants can increase their chances of winning chargeback disputes and protect their business from unnecessary losses.