Chargeback Recovery Evidence Glossary

This Evidence Glossary outlines all supported evidence types.

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Evidence KeyDescriptionFormatExample
contractPageFilesArray of objects describing externally uploaded files representing pages of the merchant's contract with the customerfile: {
filePath: String
}[]		[file: {
filePath: "s3://dispute-evidence/contractPage.pdf"
}]
proofsOfRefundFilesFile proofs of refund - Array of objects describing externally uploaded refund documents and related evidencefile: {
filePath: String
}[]		[file: {
filePath: "s3://dispute-evidence/proofOfRefund.pdf"
}]
proofsOfDeliveryFilesFile proofs of delivery - array of objects describing externally uploaded delivery documents and related evidencefile: {
filePath: String
}[]		[file: {
filePath: "s3://dispute-evidence/proofOfDelivery.pdf"
}]
customerCorrespondenceFilesArray of objects describing externally uploaded files representing customer correspondence documentsfile: {
filePath: String
}[]		[file: {
filePath: "s3://dispute-evidence/customerCorrespondence.pdf"
}]
######################Not implemented yet################### ###################
proofsOfDeliveryData 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”
}]
proofsOfRefundData 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"
}
]
customerCorrespondencesAny communication with the buyer showing they were aware of the purchase or that any service issue was addressed
Proof of Order ReplacementProof the order was repaired or replaced
Proof of Possession or UsageDocumentation 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 ReputationConfirmation 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 ResidenceConfirmation of the buyers (shipping) address on reverse address search engines
InvoiceThe invoice of the current purchase
Email ConfirmationThe email confirming the details of the purchase
Passenger/Customer DetailsDetails of the passengers in the purchased flight
Flight ManifestA list of the passengers in the flight
Hotel No Show PolicyDocumentation of “no-show”/ cancellation fee policy
Authentication CertificateThe authentication certificate associated with the purchased item
Terms and ConditionsStatic Evidence: Terms & Conditions highlights focusing on refunds, cancellations, replacements and returns
User Accepted Terms and ConditionsStatic 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 HistoryInvoices of past transactions made by the same buyer (specifically relevant for recurring transaction chargeback reason)
Held in CustomsDocumentation showing the purchase is in customs, awaiting further action by the buyer
Delay DisclosureDocumentation you notified the buyer of possible delays or itinerary changes (due to extreme weather or special circumstances)
Recurring Billing AgreementDocumentation showing the buyer agreed to a subscription based charge (specifically relevant for recurring transaction or duplicate charge chargeback reasons)
Buyer Review SurveyAn online review/survey regarding the purchase with no mention of a service issue
OtherAny additional documentation or notes related to the purchase

Updated 2 months ago