This guide outlines common dispute categories, their descriptions, and the evidence types recommended to support your responses.
Credit not processed
Description
A cardholder claims they were due a refund or credit that was not issued or processed correctly.
This often occurs when a refund was promised but not completed, or when a return/cancellation was processed but the credit does not appear on the statement within a reasonable time.
Recommended evidence
Proof of refund issuance: Refund transaction logs, timestamps, and confirmation numbers
Bank or processor statements showing refund issuance that matches the disputed charge
Customer communications confirming refund promises or denials
Return and refund policies demonstrating agreed terms and compliance
Delivery confirmation (for returns): Tracking or processing proof
Canceled merchandise or services
Description
The cardholder claims they canceled goods or services but were still charged.
This can occur with subscriptions not properly canceled, unprocessed refunds, or misunderstandings about cancellation terms.
Recommended evidence
Cancellation policy with proof of customer agreement at checkout
Cancellation request logs, or confirmation that none exist
Usage or access logs showing continued use after the alleged cancellation
Refund confirmation with transaction date and ID
Customer communications about non-refundable terms or alternative resolutions
Duplicate processing
Description
A single transaction was allegedly processed more than once using the same card, date, and amount.
Recommended evidence
System logs confirming only one completed transaction
Transaction confirmations and authorization codes
Customer communications clarifying the situation
Terms and conditions accepted during purchase
CVV and AVS verification results
Paid by other means
Description
The cardholder claims they were charged for a purchase already paid by another method (cash, check, different card, store credit, or PayPal).
Recommended evidence
Payment logs confirming no alternate payment received
Refund records if a duplicate charge occurred
Pre-authorization details proving one charge was temporary
Receipts showing the actual payment method
Split payment documentation where applicable
Customer communications explaining the charge
Timestamp comparisons showing the hold vs. final charge
Transaction matching records from system logs
Card-present environment
Description
The cardholder denies authorizing an in-person transaction.
May result from stolen or counterfeit cards, unauthorized use, or skimming.
Recommended evidence
EMV chip and PIN data showing cardholder participation
Signed receipts for signature comparison
Surveillance footage or timestamped stills
POS and merchant logs with card type, entry method, and authorization data
Customer communications showing prior acknowledgment or follow-up
Card-not-present environment
Description
The cardholder denies authorizing a transaction completed online, by phone, or through an app.
These usually involve stolen card data, account takeovers, or unauthorized recurring charges.
Recommended evidence
AVS and CVV match results
Device or IP address data showing familiar or recurring use
Order and transaction history proving legitimate past activity
Customer communications regarding the purchase
Proof of terms acceptance for digital goods or subscriptions
Incorrect transaction code
Description
A debit was processed instead of a credit (or vice versa), or an incorrect reversal occurred.
Recommended evidence
Transaction logs showing intended vs. actual processing
Merchant or system records describing the error
Documentation of correction attempts
System error reports if available
Customer communications acknowledging the issue
Incorrect amount
Description
The cardholder disputes an amount that differs from the expected or agreed total due to pricing, tax, or currency discrepancies.
Recommended evidence
Itemized order confirmations and receipts
POS logs showing pricing and calculation accuracy
Customer communications confirming correct pricing
System logs confirming proper recording
Product not received
Description
The cardholder claims they never received goods or services by the expected date.
Recommended evidence
Shipment and delivery proof (tracking, signed receipt)
Login or download logs for digital goods
Service completion records (work orders, check-ins)
Customer communications regarding delivery status
Refund and fulfillment policies displayed at checkout
Not as described or defective merchandise or services
Description
The cardholder claims goods or services were not as described, defective, or failed to meet expectations.
Recommended evidence
Marketing or listing materials from the time of sale
Order and fulfillment records with timestamps
Usage logs for digital goods
Customer communications showing resolution attempts
Return and refund policy proof
Technical support logs if applicable
Counterfeit merchandise
Description
The cardholder claims the received goods were counterfeit or misrepresented.
Recommended evidence
Original marketing and product listing showing authenticity
Supplier or certification documentation (invoices, certificates)
Order, shipping, and delivery records
Customer communications discussing authenticity concerns
Return policy or authenticity guarantee proof
Misrepresentation
Description
The cardholder claims the product or service did not match the promised description, quality, or features.
Recommended evidence
Marketing materials and product listings
Order and fulfillment records
Usage logs for digital goods or services
Customer communications addressing quality or features
Return/refund policy and acceptance confirmation
Technical support logs if available
Subscription canceled
Description
The cardholder claims they were charged after canceling a subscription or recurring payment.
Recommended evidence
Proof of customer agreement to subscription and cancellation policies
System logs showing when (or if) cancellation occurred
Usage logs proving continued access after cancellation
Shipping records for goods sent prior to cancellation
Customer communications about billing or refund terms
Refund transaction records where applicable
Tips
- Organize evidence chronologically — clear documentation improves your chances of winning a dispute.
- Always include refund or communication logs when available — these often resolve cases without escalation.
- Save copies of all transaction, communication, and policy confirmations for at least 180 days after settlement.