Abwicklung: Abonnement gekündigt

Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.

Physical

If it concerns a physical product, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer
• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
• notifications sent to the customer about an upcoming renewal or continuation of the subscription
• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the service was provided before the billing (if billing occurs regularly but the service elements are provided before billing)
• proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used
• proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
• proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)
• proof of an already processed refund
• proof of a provided replacement service
• proof of the cardholder withdrawing the dispute

Digital

If it concerns a digital product or service, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer
• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
• notifications sent to the customer about an upcoming renewal or continuation of the subscription
• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• controls set up for customers to prevent accidental auto-billing, regulate automated expenditures, and monitor their own usage
• proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)
• proof that the disputed payment amount exceeds the value of the unused portion if the product was only partially used
• proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
• proof that the transaction was an installment payment (some networks allow this dispute reason only for true recurring transactions, not for installment payments)
• proof of an already processed refund
• proof of a provided replacement product or service
• proof of the cardholder withdrawing the dispute

Offline

If it concerns an offline service, please submit the following evidence:

• subscription cancellation policy as displayed to the end customer
• explanation of where, how, and when your cancellation policy was shown to the customer before the purchase
• proof that the subscription was not canceled or, if it was, why the disputed payment is still valid
• date of service provision or commencement in a clear, readable format
• documentation showing that the cardholder received the service, including the corresponding date:
• copy of a signed contract
• copy of a signed work order
• other forms of written agreements
• notifications sent to the customer about an upcoming renewal or continuation of the subscription
• customer confirmation of continued use of the product or service after the date the subscription was claimed to be canceled (if available)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the service was provided before billing (if billing occurs regularly but the service elements are provided before billing)
• proof that the service was partially used, or that the disputed payment amount exceeds the value of the unused portion
• proof that the customer is mistaken about the actual cancellation date (e.g., if the cancellation was set for a future date)
• proof of an already processed refund
• proof of a provided replacement service
• proof of the cardholder withdrawing the dispute