How can I win more Chargeback cases?

This article will outline some best practices and recommended evidence to include in your Chargeback case. We cannot guarantee you'll win the Chargeback.

Fraudulent Transactions

Mastercard: Fraudulent Transaction - No Cardholder Authorization (37, 4837)

Visa: Other fraud - Card Absent Environment (10.4, 1040)

American Express: No valid authorization (A02)

This is a general fraud category for chargebacks, meaning the firm's response needs to demonstrate that the payment was authorized by the cardholder.

An explanation of why the cardholder should not receive the credit.
An engagement agreememt, third-party payer agreement, or other signed document showing the cardholder's authorization or consent to the charge.
Documents that show the payment was made or authorized by a member of the cardholder's family or household.
Documents that show the cardholder made two previous undisputed payments for the same services. Provide the following details of the two previous transactions (settled between 120–365 calendar days prior to the dispute processing date) and the disputed transaction:
- Detailed description of the services provided for the disputed transaction and the 2 previous undisputed transactions;
- Date(s) the services were provided;
- The same device ID, device fingerprint or the IP address and an additional one or more data elements (Customer account/login ID, Full delivery address, device ID, device fingerprint, or the IP address) used in previous transactions and disputed transactions.
Photographic or email evidence to prove a link between the person receiving the services and the cardholder, or to prove that the cardholder disputing the transaction is in possession of, or is using, the services your firm provided.
In the event this was a recurring transaction now being disputed as Fraud, provide evidence of all of the following:
- A legally binding contract held between the firm and the cardholder.
- Evidence the cardholder is using the merchandise or services.
- A previous transaction that was not disputed.

Point of Interaction or Duplicate Processing (12.6, 1260, 34, 4834)

The chargeback reason is listed as "Point of Interaction" or "Duplicate Processing," meaning that the cardholder believes there was a system error that led to a duplicate charge. This most often means the system didn’t capture both payments, but not always.

In most cases, we recommend that the firm does not dispute the chargeback, but rather accept it. Since the cardholder paid more than once, they will receive one payment back through the chargeback process leaving the firm with one payment.

Contact Confido Legal Support to see if this chargeback is eligible for a fee refund. If so, the $25 chargeback fee will be fully refunded to the firm.

Merchandise / Services Not Received (C08, 13.1, 1310)

The cardholder has claimed they did not receive the services for which they paid. The firm will need to show that services were provided to the cardholder as agreed.

Documents that outline the services the firm was expected to provide to the cardholder.
Documents that demonstrate services were provided to the cardholder or that show the cardholder received the services they purchased, such as time & billing records, court filings, transcripts, or other public court or goverment records, or case expense receipts.
If the expected delivery date provided to the cardholder has not yet passed, provide documentation showing the correct and accurate delivery schedule.

Cancelled Recurring Transaction (13.2, 1320)

The cardholder withdrew permission to charge the account for a recurring transaction.

Transaction was cancelled, but services were used.
- Evidence that the cardholder used your services after the date they revoked their authorization, but prior to the disputed transaction date.
Proof that the disputed transaction was part of an installment or payment plan for the same service, not a recurring billing transaction.
Documents that prove that the transaction pertained to services provided prior to the client's request to cancel.

Cardholder Dispute - Not as Described, or Defective Services (C31, 13.3, 1330)

The cardholder claims that the services provided were not as described or were otherwise defective or lacking quality.

The engagement or service agreement that was signed by the cardholder, including any return, refund or cancellation policies.
Documents or records that demonstrate services were provided to the client as described to them in the signed agreement.
If applicable, provide any agreement addendums where the client agreed to any alterations of expected services or agreed to any credits in lieu of services.
Documents that demonstrate services were provided to the cardholder or that show the cardholder received the services they purchased, such as time & billing records, court filings, transcripts, or other public court or goverment records.

Credit Not Processed (4860, 60, 13.6, 1360)

The cardholder is claiming that they received a credit or voided transaction receipt that has not been processed.

Provide documentation that shows the original payment is valid and a credit or refund is not owed to the client.
- A copy of the return, refund or cancellation policy.
- Evidence that the client received and agreed to the return, refund, or cancellation policy.
- Evidence that the cardholder did not cancel services according to the policy, or that the services the cardholder received were not eligible for cancellation.
Evidence that the credit owed to the client was processed successfully.
- A cashed check that shows the memo and client endorsement.
- A refund via Confido Legal along with the ARN reference number - please contact Confido Legal Support for this ARN.

Cancelled Merchandise / Services (13.7, 1370)

The cardholder is claiming that they returned cancelled services with the firm, but the credit has not appeared on the cardholder’s statement. For this chargeback type, the firm will need to show that the cardholder did not cancel their services according to the firm's policy and therefore is not entitled to a refund.

A copy of the return, refund or cancellation policy.
Evidence that the client received and agreed to the return, refund, or cancellation policy.
Evidence that the cardholder did not cancel services according to the policy, or that the services the cardholder received were not eligible for cancellation.