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.