What kind of evidence is required to represent a chargeback?

The card schemes have issued very specific criteria regarding the type of documentation which they accept. This includes:

1. All documentation needs to be in English or have an English translation.
2. The Acquirer Reference Number (ARN) must be included in all communication (both in the email and the attached documentation).
3. You must include your justification for challenging the chargeback. Such justification should be in accordance with the chargeback reason.
4. Do remember to include all documents/evidence to support your claim without missing anything as you are contesting the chargeback and refuting the card-holder’s claim. Examples of valid documentation include (not limited to):

• Signed Delivery slips or PODs;
• Email communication with the cardholder;
• Signed Terms and Conditions;
• Signed Authorization Letter;
• Signed Contract;
• Valid Photo ID of the cardholder
• Card Copy (secure information should be hidden)

Note: The full card number must not be used in any document/correspondence you have with us. Please mask it as 555555******0000 (only the first 6 and last 4 digits of the card number visible with the 3-digit secure code on the flip side completely hidden).