I operate an ecommerce store. What documents can I provide to fight a chargeback?

In addition to the guidelines provided here, ecommerce businesses can take a few extra steps to combat chargebacks.

Gather as many of the items listed below as you can:

• Proof that the transaction was made by the cardholder or a member of their household
• The transaction shared key data points in common with a previous transaction that was not disputed (same IP address, same email address or phone number, same shipping address)
• Proof the customer returned to your website after the transaction date (they hadn't forgotten who you were)
• The email address used to make the purchase matches the address used for delivery digital products (if applicable, won't apply in the case of items purchased as gifts)
• Digital transaction data such as the type of device used, the IP address, and the exact date and time of purchase
• If the product was ordered online and picked up in a store, provide a copy of the signed pickup form as well as a copy of the identification the customer provided at pickup
• If the product was shipped, provide a signed proof of delivery form or an unsigned proof of delivery form as well as a delivery release form showing that the customer agreed to allow the package to be delivered without a signature
• Proof of the relationship between the cardholder and the person who actually received the merchandise (emails, photographs, etc.)
• Proof that the customer is using the product or services (photographs, emails, etc.)
• Proof that the merchandise was shipped before the order was cancelled and has not been returned (if applicable)
• Evidence that a consumer protection program such as Verified by Visa was used
• Proof of the shipping date and that the product was shipped in accordance with the customer's specifications
• Shipping and delivery information about any replacement products, spare parts, repair kits, or anything else you may have sent out to the customer to resolve an issue
• Explanations of any discrepancies (for instance, mismatched transaction dates)

Don't panic! Just give us a call at 408-295-8360 if you're an ecommerce business dealing with a chargeback and we'll help you take care of it.