Chargeback Recovery Evidence Glossary

Evidence Key	Description	Format	Example
contractPageFiles	Array of objects describing externally uploaded files representing pages of the merchant's contract with the customer	file: { filePath: String }[]	[file: { filePath: "s3://dispute-evidence/contractPage.pdf" }]
proofsOfRefundFiles	File proofs of refund - Array of objects describing externally uploaded refund documents and related evidence	file: { filePath: String }[]	[file: { filePath: "s3://dispute-evidence/proofOfRefund.pdf" }]
proofsOfDeliveryFiles	File proofs of delivery - array of objects describing externally uploaded delivery documents and related evidence	file: { filePath: String }[]	[file: { filePath: "s3://dispute-evidence/proofOfDelivery.pdf" }]
customerCorrespondenceFiles	Array of objects describing externally uploaded files representing customer correspondence documents	file: { filePath: String }[]	[file: { filePath: "s3://dispute-evidence/customerCorrespondence.pdf" }]
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proofsOfDelivery	Data proofs of delivery - array of objects with details of deliveries made	{ trackingNumber: String, carrier: String, location: String, date: Date }[]	[{ trackingNumber: “T123”, carrier: "UPS" Location: “Tel Aviv”, date: “2022-12-25T10:30:00” }]
proofsOfRefund	Data proofs of refund - Array of objects describing refunds issued	{ refundTransactionId :String, refundAmount: Number, refundCurrency: String refundDate: Date, refundAuthorizationCode: String, refundChargeId: String }[]	[ { "refundTransactionId": "some id", "refundAmount": 130.5, "refundDate":"2022-12-25", refundCurrency: "EUR", "refundAuthorizationCode": "ABC123", "refundChargeId": "a123" } ]
customerCorrespondences	Any communication with the buyer showing they were aware of the purchase or that any service issue was addressed
Proof of Order Replacement	Proof the order was repaired or replaced
Proof of Possession or Usage	Documentation showing the buyer has received their purchase (e.g email with the purchased service/items/tickets, proof email was opened, proof the goods were downloaded, at what IP)
Social Network Reputation	Confirmation of the buyer’s contact information (e.g. email or phone number) on social media platforms. Forter pulls such data from Linkedin, GooglePlus, Twitter and Facebook, but doesn’t cover all sourced (such as Skype, Truecaller, Instagram, etc)
Proof of Residence	Confirmation of the buyers (shipping) address on reverse address search engines
Invoice	The invoice of the current purchase
Email Confirmation	The email confirming the details of the purchase
Passenger/Customer Details	Details of the passengers in the purchased flight
Flight Manifest	A list of the passengers in the flight
Hotel No Show Policy	Documentation of “no-show”/ cancellation fee policy
Authentication Certificate	The authentication certificate associated with the purchased item
Terms and Conditions	Static Evidence: Terms & Conditions highlights focusing on refunds, cancellations, replacements and returns
User Accepted Terms and Conditions	Static Evidence: A screenshot of the stage in the purchase or signup flow, where the buyer agrees to the T&Cs
Customer Identification Verification (KYC)	Proof the buyer completed a verification process (by sending their ID, driver’s license, passport and/or payment method, etc)
Related Invoice History	Invoices of past transactions made by the same buyer (specifically relevant for recurring transaction chargeback reason)
Held in Customs	Documentation showing the purchase is in customs, awaiting further action by the buyer
Delay Disclosure	Documentation you notified the buyer of possible delays or itinerary changes (due to extreme weather or special circumstances)
Recurring Billing Agreement	Documentation showing the buyer agreed to a subscription based charge (specifically relevant for recurring transaction or duplicate charge chargeback reasons)
Buyer Review Survey	An online review/survey regarding the purchase with no mention of a service issue
Other	Any additional documentation or notes related to the purchase