The following documents need to be submitted depending on the nature of your business:

1.Non-physical Products & IT Support Services

2.Physical Product -If a physical product was shipped

3.For Travel or any booking-related services




Non-physical Products & IT Support Services

1.Cover  Letter:     A  summary  of the   provided  documents  pertaining   to  the  disputed transaction

2.Proof of Delivery of Service or Digital Products Document should contain the following :

          a. Any  server   or  activity  logs   showing  proof  that cardholder has  accessed merchant’s website requesting for service  or  to   provide  IT  Support.   This includes  IP  address,   corresponding  time  stamps, cardholder’s email ID and registered name 

          b. Logs  that the cardholder has  downloaded   the  purchased  digital   product

or software

3.Full    Description of   the purchased services  containing  merchant’s   terms  and conditions, refunds and cancellation policy

4.Email communication between merchant and card holder about the service

5.Signed  Service  Agreement   /  Contract digitally  signed   using  DocuSign  or   other similar software

6.Copy of valid ID of the cardholder, if any..

Note: Recorded calls will not be honored while representing chargebacks. All the above mentioned documents are mandatory.





Physical Product -If a physical product was shipped:

1.Cover  Letter:  A   summary of  the  provided   documents  pertaining  to   the  disputed transaction

2.Proof of Product Delivery 

          a. Shipment receipt containing shipment details: destination address, name of recipient as declared in the order or invoice details 

          b. Tracking number or transit details

3.Product   description    with   specification   of    the   purchased   goods    or   products containing the merchant’s terms and conditions, refunds and cancellation policy

4.Email communication between merchant and card holder about the product

5.Copy of valid ID of the cardholder, if any...

Note: Recorded calls will not be honored while representing chargebacks. All the above mentioned documents are mandatory.




For Travel or any booking-related services:

1.Cover  Letter:   A  summary  of  the  provided   documents  pertaining  to  the disputed transaction.

2.Proof of Booking or Service Fulfillment : 

          a. E-tickets (with confirmation code and e-ticket number) 

          b. Confirmation of agreement of booking by the cardholder

3.Passengers or guests names

4.Checked-in and checked-out records of the guests

5.Description of booked flights or reservations made by cardholder

6.Copy of valid ID of the cardholder (e.g. passport) along with the copy of the credit card showing the last 4-digits only and the name of the cardholder

Note: Recorded calls will not be honored while representing chargebacks. All the above mentioned documents are mandatory.