Chargeback Recovery Evidence Glossary

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"
          }
        },
        {
          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"
          }
        },
        {
          file: {
            filePath: "s3://dispute-evidence/customerCorrespondence.pdf"
          }
        }
      ]

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Not implemented yet

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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"
        },
        {
          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"
}
][
{
"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