What is Evidence in Chargeback Disputes?

Evidence is documentation that proves your transaction was legitimate, authorized, and delivered as promised. Think of it as building a case in court - you need to tell a complete story with supporting documents that prove the customer received what they paid for and agreed to the transaction.

Why Evidence Quality Matters:

• Card networks review thousands of disputes daily - clear, organized evidence gets better results
• Incomplete or confusing documentation often leads to automatic merchant losses
• Strong evidence can recover disputed funds and reduce future chargeback risk
• Poor evidence wastes time and money while still counting against your chargeback ratio

01. JustiFi Evidence Submission Process

How to Submit Evidence:

1. Evidence Submission: Submit all evidence through your platform. If you are unsure of how to do so, please contact your platform directly.
2. File Requirements: Upload documents as PDF, JPG, or PNG files
3. Additional Statement: Provide a detailed explanation of the transaction circumstances
4. Processing Timeline: JustiFi Customer Success reviews and submits evidence within one business day

02. Universal Evidence Requirements

Essential Documents for All Disputes:

• Transaction Receipt: Proof of purchase with date, amount, and payment method
• Authorization Record: Evidence that payment was properly approved
• Customer Information: Billing address, contact details, and identification verification
• Purchase Agreement: Terms and conditions the customer agreed to
• Communication Records: Any email or phone contact with the customer

Documentation Quality Standards:

• Legible Text: All documents must be clearly readable
• Complete Information: No partial or cropped documents
• Accurate Dates: Timestamps must match transaction timeline
• Organized Presentation: Documents arranged in logical order
• Professional Format: Clean, business-appropriate documentation

03. Reason Code-Specific Evidence

Fraud-Related Disputes (Reason Codes 10.4, 4837) Required Evidence:

• AVS (Address Verification System) match confirmation
• CVV verification results
• IP address analysis showing reasonable geographic location
• Previous purchase history with same customer
• Delivery to verified billing address

Example Strong Evidence Package: "Customer John Smith (billing address 123 Main St, verified by AVS) purchased software license on 3/15/2024. CVV matched, IP address traced to same city as billing address. Previous successful purchases in February 2024. Email confirmation sent to same address used for prior orders."

Authorization Disputes (Reason Codes 11.1, 11.2, 11.3) Required Evidence:

• Authorization approval code
• Transaction terminal receipt
• Proof authorization amount matched final charge
• Evidence authorization was obtained before processing

Example Documentation: "Transaction authorized on 3/15/2024 at 2:47 PM with approval code 123456. Terminal receipt shows matching amount of $89.99. Authorization obtained before product delivery."

Product/Service Not Received (Reason Codes 4855) Required Evidence:

• Shipping tracking with delivery confirmation
• Signed delivery receipt
• Customer confirmation of receipt (email, phone)
• Service completion documentation

Example Proof Package: "Product shipped via FedEx tracking #123456789 on 3/16/2024, delivered 3/18/2024 to customer address. Delivery signature matches customer name. Follow-up email sent 3/20/2024, customer confirmed satisfaction."

Cancelled Recurring Transactions (Reason Code 4841) Required Evidence:

• Original customer agreement showing recurring terms
• Clear cancellation policy with procedures
• Proof customer was informed of billing schedule
• Evidence showing cancellation timeline was followed

04. Building Compelling Evidence Packages

The Complete Story Approach - Your evidence should tell a clear story from initial customer contact through final transaction completion:

1. Customer Authentication: How you verified the customer's identity
2. Purchase Process: How the customer placed and confirmed their order
3. Authorization: How payment was properly approved
4. Fulfillment: How products/services were delivered as promised
5. Customer Satisfaction: Evidence the customer received and accepted what they ordered

Example Complete Story - Online Purchase: "Customer Jane Doe created account on our website 3/10/2024 using email jane.doe@email.com. On 3/15/2024, she logged in and purchased Exercise Equipment Model XYZ for $299.99. Billing address at 456 Oak Street verified through AVS, CVV code matched. Authorization code 789123 approved at 11:23 AM. Item shipped same day via UPS tracking #987654321, delivered 3/17/2024 with signature confirmation. Customer sent thank-you email 3/20/2024 stating 'equipment arrived quickly and exactly as described.'"

Supporting Documentation Checklist:

• Screenshot of customer account creation
• Order confirmation email
• Payment authorization details
• Shipping label and tracking information
• Delivery confirmation with signature
• Customer satisfaction email

05. Digital and Subscription Business Evidence

Software and Digital Products Special Considerations:

• Download/access logs showing customer used the product
• License activation records
• Customer support interactions
• User activity within the software/platform

Subscription Services Required Documentation:

• Initial signup process with clear recurring billing disclosure
• Customer agreement acknowledgment (checkbox, signature, recorded consent)
• Billing history showing consistent charges
• Evidence customer actively used the service
• Clear cancellation policy and procedures

Example Subscription Evidence: "Customer signed up 1/15/2024, checked box confirming 'I agree to monthly billing of $29.99.' Welcome email clearly stated billing cycle. Customer actively used platform: 47 logins, uploaded 23 files, accessed premium features regularly. Cancellation policy provided in signup email and account dashboard."

06. Physical Product Evidence

Retail and E-commerce Key Documentation:

• Product photos matching website description
• Packaging and shipping materials
• Delivery photos (if available)
• Customer size/color/model selections
• Return policy compliance

07. Service-Based Business Evidence

Professional Services Documentation Needs:

• Service agreement with scope of work
• Progress reports or deliverables
• Customer approval of work completed
• Time logs or project milestones
• Final deliverable acceptance

Example Service Evidence: "Marketing consultation agreement signed 2/1/2024 for $2,500 project. Weekly progress reports sent to customer with approval confirmations. Final deliverable (marketing strategy document) delivered 3/15/2024. Customer email response: 'This is exactly what we needed, thank you!'"

08. Common Evidence Mistakes to Avoid

Documentation Errors:

• Submitting blurry or unreadable documents
• Including irrelevant information that confuses the case
• Providing partial screenshots without context
• Missing critical dates or transaction details
• Formatting documents poorly or inconsistently

Story-Telling Mistakes:

• Focusing only on technical details without explaining customer benefit
• Assuming reviewers understand your business model
• Failing to address the specific chargeback reason code
• Providing defensive responses rather than factual evidence
• Including emotional language instead of objective facts

09. JustiFi-Specific Best Practices

Before Submitting Evidence:

• Organize documents in chronological order
• Write a clear, factual additional statement
• Check that all files are in supported formats (PDF, JPG, PNG)
• Review chargeback reason code to ensure evidence matches requirements

Ongoing Evidence Management:

• Maintain consistent filing systems for transaction documentation
• Train staff on evidence collection requirements
• Regular review of successful vs. unsuccessful evidence submissions
• Update evidence templates based on dispute outcomes
• Integrate evidence collection into standard transaction procedures

10. Success Metrics and Improvement

Measuring Evidence Effectiveness:

• Track dispute win rates by evidence type and reason code
• Monitor time spent preparing evidence vs. recovery amounts
• Analyze successful evidence patterns for template development
• Compare performance against industry benchmarks
• Identify recurring evidence gaps for process improvement

Continuous Improvement Strategies:

• Regular training on evolving card network requirements
• Customer feedback integration into evidence preparation
• Technology solutions for automated evidence collection
• Benchmark analysis against similar business types
• Proactive evidence strengthening based on dispute patterns