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Respond to dispute with different reasons

Credit not processed

The customer claims that the purchased product was returned or the transaction was otherwise canceled, but you have not yet provided a refund or credit.

To defend the dispute: Demonstrate that you’ve issued a refund to your customer through other means or that they aren’t entitled to one. You can’t issue a refund while a transaction is being disputed. If you believe that they were entitled to a refund that you didn’t provide, you can accept the dispute.

How to respond: The first thing you should do is to contact your customer. If you understand what their complaint is, you might be able to explain the misunderstanding or resolve it. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

Duplicate charge

The customer claims they were charged multiple times for the same product or service.

To defend the dispute: Demonstrate that each transaction was for a separate product or service.

How to respond: Determine if your customer was incorrectly charged multiple times. If they were not, collect any and all information documenting that each transaction was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the transactions are for separate purchases of items or services. If you’ve been able to get in touch with the customer you should be sure to address any concerns they had in your evidence.

If they were duplicate transactions, you should accept the dispute. You can’t issue a refund while a transaction is being disputed. If there have been two or more separate transactions, you should get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

Fraudulent

Customer claims that they didn’t authorize the transaction. This can happen if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the cardholder doesn’t recognize the transaction as it appears on the billing statement from their card issuer.

To defend the dispute: Provide adequate transaction and order details so that a legitimate customer recognizes it, or proves to the issuer that their cardholder authorized the transaction.

How to respond: The first thing you should do is contact your customer. Sometimes people forget about transactions they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute is not sufficient evidence.

If you believe the transaction was actually made using a stolen credit card, you will need to accept the dispute. The credit card networks place liability for accepting fraudulent transactions with merchants. However, if you believe the dispute is invalid, you can attempt to prove this by submitting the appropriate evidence.

Product not received

The customer claims they did not receive the products or services purchased.

To defend the dispute: Prove that the customer received a physical product or offline service, or used a digital product or online service. This must have occurred prior to the date the dispute was initiated.

How to respond: The first thing you should do is contact your customer. Understanding why they filed the dispute will be important for helping make sure your customer gets the product and will give you critical information to prevent this from happening to others.

Product unacceptable

The product or service was received but was defective, damaged, or not as described.

To defend the dispute: Demonstrate that the product or service was delivered as described at the time of purchase.

How to respond: If the product or service is as described, provide specific information (invoice, contract, etc.) to refute the cardholder’s claims. Quality disputes are where the customer does not agree with the condition of merchandise or service received. There might be instances where you need to obtain a neutral third-party opinion to help corroborate your claim against the cardholder. Provide as much specific information and documentation as possible to refute the cardholder’s claims. It’s recommended that you address each point that the cardholder has made.

If the customer hasn’t yet returned the product or canceled the service, provide specific information to that effect. You should double-check your incoming shipping records to verify that you have not received a return before you respond. If you have processed a credit or reversal for this transaction, provide evidence of this which includes the amount and date processed.

For products that have been repaired or replaced, provide evidence that the cardholder agreed to a repair or replacement, it’s been received by the customer, and the repair or replacement hasn’t since been disputed.

If the customer no longer disputes the transaction, provide a letter or email from the cardholder stating that they’re no longer in dispute.

Not recognized

The customer doesn’t recognize the transaction appearing on their card statement.

To defend the dispute: Provide adequate transaction and order details so that a legitimate customer recognizes it.

How to respond: First, try to get in touch with your customer. Sometimes people forget about transactions they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute is not sufficient evidence.

Cancelled products

The customer returned merchandise or cancelled services according to your goods return policy, but the credit has not appeared on the statement.

To defend the dispute: Demonstrate that you’ve issued a refund to your customer through other means or that they aren’t entitled to one. You can’t issue one while a transaction is being disputed. If you believe that they were entitled to a refund that you didn’t provide, you can accept the dispute.

How to respond: The first thing you should do is contact your customer. If you understand what their complaint is, you might be able to explain the misunderstanding or resolve it. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute.

If the customer hasn’t yet returned the product or canceled the service, provide specific information to that effect. You should double-check your incoming shipping records to verify that you have not received a return before you respond. If you have processed a credit or reversal for this transaction, provide evidence of this which includes the amount and date processed.

Misrepresentation

The customer claiming that the terms of the sale were misrepresented.

To defend the dispute: Demonstrate that the terms of the sale were not misrepresented.

How to respond: If the terms of the sale were not misrepresented, provide specific information (invoice, contract, policy, terms, etc.) to refute the cardholder’s claims. Provide as much specific information and documentation as possible to refute the cardholder’s claims. It’s recommended that you address each point that the cardholder has made.

Counterfeit

The merchandise was identified as counterfeit by the owner of the intellectual property or authorized representative, a custom’s agency, law enforcement agency, other governmental agency, or a neutral third party expert.

To defend the dispute: Demonstrate that the product is authenticated.

How to respond: If the product is authenticated, provide specific information (invoice, contract, authorization letter, etc.) to refute the cardholder’s claims. Counterfeit disputes are where the customer does not agree with the authentication of merchandise. There might be instances where you need to obtain a neutral third-party opinion to help corroborate your claim against the cardholder. Provide as much specific information and documentation as possible to refute the cardholder’s claims. It’s recommended that you address each point that the cardholder has made.