Abwicklung: Nicht erkannt

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:

• emails, photos, and other documents that establish a connection between the product recipient and the cardholder, or that prove the disputing cardholder is in possession of the products
• proof that the person who signed for the products was authorized to sign on behalf of the cardholder or is known to the cardholder
• the following documents and information, if the products were picked up at a physical location:
• signature of the cardholder on the pickup form
• copy of the identification provided by the cardholder
• details of the identification provided by the cardholder
• delivery address (must match the AVS-verified billing address or be an address associated with a business related to the legitimate cardholder)
• copy of the shipping receipt or shipping label, or other proof that the product was sent to the same address provided by the cardholder at the time of order
• delivery date in a clear, visual format (this date must be before the dispute date)
• name of the delivery service (list multiple delivery services separated by commas)
• tracking number of the delivery service (list multiple tracking numbers separated by commas)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• signed order form for products ordered via phone or email
• proof that the transaction was conducted by a household or family member of the cardholder
• proof of one or more undisputed payments on the same credit card
• proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
• proof that the CVC value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification
• proof of a valid contract between the cardholder and your business, that the cardholder uses the product, and that no previous payment was disputed (this point applies to recurring payments)
• proof of an already processed refund
• proof of the cardholder withdrawing the dispute

Digital

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

• IP address of the customer at the time of order
• name and email address of the customer
• activity/server logs proving that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• geographic location of the device during the date/time of the transaction
• ID, number, and if applicable, name of the device
• proof that the transaction was conducted by a household or family member of the cardholder
• proof of one or more undisputed payments on the same credit card
• proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
• proof that the CVC value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification
• proof of an already processed refund
• proof of the cardholder withdrawing the dispute

Offline

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

• emails, photos, or other documents proving a connection between the person using the service and the cardholder, or showing that the disputing cardholder has used or is still using the service
• proof that the person who signed for the service was authorized to sign for the cardholder or was known to them, such as:
• signature of the cardholder on the pickup form
• copy of the ID provided by the cardholder
• details of the ID provided by the cardholder
• copy of a contract, work order, or other written agreement in a readable format showing that the service was provided to the cardholder, including the date the cardholder received or began using the service
• for personal transportation or travel and expense transactions: Proof that the service was provided, including one of the following details:
• proof of ticket receipt at the cardholder's billing address
• proof of payments related to the disputed payment (e.g., for extra baggage or upgrades)
• address, phone number, and other details of received/redeemed rewards from loyalty programs connecting to the cardholder
• proof that other payments related to the original transaction were not disputed
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• signed order form for products ordered by phone or email
• proof that the transaction was conducted by a household or family member of the cardholder
• proof of one or more undisputed payments on the same credit card
• proof that payments with the same card were disputed as fraudulent before the issuer authorized these transactions
• proof that the CVC value was provided at the time of purchase, but the issuer did not verify it or authorized the charge despite failed verification
• proof that a valid contract exists between the cardholder and your company, that the cardholder is using the product, and that no previous payments were disputed (this point applies to recurring payments)
• proof of an already processed refund
• proof of the cardholder withdrawing the dispute