Evidence Glossary

contract page key contractpagefiles description array of objects describing externally uploaded files representing pages of the merchant's contract with the customer format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/contractpage pdf" } }, { file { filepath "s3 //dispute evidence/contractpage2 pdf" } } ] proofs of refund key proofsofrefundfiles description array of objects describing externally uploaded refund documents and related evidence format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/proofofrefund pdf" } } ] proofs of refund (data points) key proofsofrefund description array of objects describing refunds issued to the customer format \[ { refundid string, refundamount number, refunddate string (iso 8601), refundreason string, refundmethod? string, originaltransactionid? string } ] example \[ { refundid "ref 12345", refundamount 99 99, refunddate "2024 01 15t10 30 00z", refundreason "customer cancellation", refundmethod "credit card reversal", originaltransactionid "txn 98765" }, { refundid "ref 12346", refundamount 25 50, refunddate "2024 01 18t14 45 00z", refundreason "partial return" } ] proofs of delivery key proofsofdeliveryfiles description array of objects describing externally uploaded delivery documents and related evidence format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/proofofdelivery pdf" } } ] proofs of delivery (data points) key proofsofdelivery description array of objects with delivery details and tracking information format \[ { trackingnumber string, deliverydate string (iso 8601), deliveryaddress string, carriername string, recipientname? string, deliverysignature? string, deliverystatus? string } ] example \[ { trackingnumber "1z123456789", deliverydate "2024 01 20t14 30 00z", deliveryaddress "123 main st, city, state 12345", carriername "ups", recipientname "john doe", deliverysignature "j doe", deliverystatus "delivered" }, { trackingnumber "1z987654321", deliverydate "2024 01 22t09 15 00z", deliveryaddress "456 oak ave, town, state 54321", carriername "fedex" } ] customer correspondences key customercorrespondences description any communication with the buyer showing they were aware of the purchase or that any service issue was addressed format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/customeremail pdf" } }, { file { filepath "s3 //dispute evidence/chatlog pdf" } } ] customer correspondences (data points) key customercorrespondences description array of objects describing merchant customer communication, demonstrating customer awareness of the purchase or resolution of service issues format \[ { correspondencetype string, correspondencedate string (iso 8601), subject string, content? string, senderemail? string, recipientemail? string, communicationmethod? string } ] example \[ { correspondencetype "email", correspondencedate "2024 01 10t08 30 00z", subject "order confirmation order #12345", content "thank you for your order your items will be shipped within 2 3 business days ", senderemail "orders\@merchant com", recipientemail "customer\@email com", communicationmethod "email" }, { correspondencetype "chat", correspondencedate "2024 01 12t15 45 00z", subject "delivery inquiry", content "customer asked about delivery status, confirmed address and provided tracking information ", communicationmethod "live chat" } ] proof of order replacement key proofoforderreplacement description proof the order was repaired or replaced format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/replacementorder pdf" } } ] proofs of replacement (data points) key proofsofreplacement description array of objects describing order replacements issued to the customer format \[ { replacementid string, replacementdate string (iso 8601), originalorderid string, replacementreason string, replacementitems? array, replacementvalue? number, trackingnumber? string } ] example \[ { replacementid "repl 12345", replacementdate "2024 01 25t11 00 00z", originalorderid "ord 98765", replacementreason "defective product", replacementitems \["product a size l", "product b color blue"], replacementvalue 149 99, trackingnumber "1z555666777" }, { replacementid "repl 12346", replacementdate "2024 01 28t16 30 00z", originalorderid "ord 98766", replacementreason "wrong size shipped" } ] proofs of credit balance (data points) key proofsofcreditbalance description array of objects describing credit balance applications to customer accounts format \[ { creditid string, creditamount number, creditdate string (iso 8601), creditreason string, credittype? string, balancebefore? number, balanceafter? number, expirationdate? string (iso 8601) } ] example \[ { creditid "credit 12345", creditamount 50 00, creditdate "2024 01 30t12 00 00z", creditreason "customer loyalty reward", credittype "store credit", balancebefore 0 00, balanceafter 50 00, expirationdate "2025 01 30t23 59 59z" }, { creditid "credit 12346", creditamount 25 99, creditdate "2024 02 01t10 15 00z", creditreason "compensation for delayed delivery" } ] proof of recurring agreement notice key proof of recurring agreement notice description documentation showing that the buyer was properly notified about recurring billing terms and conditions before the initial transaction format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/recurringnotice pdf" } } ] acceptance of recurring billing agreement key acceptance of recurring billing agreement description evidence that the buyer explicitly accepted and agreed to recurring billing charges, including screenshots or confirmations of their consent format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/billingacceptance pdf" } } ] proof of requested cancellation key proof of requested cancellation description documentation showing that the buyer requested cancellation of their subscription or recurring service, including cancellation requests and confirmations format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/cancellationrequest pdf" } }, { file { filepath "s3 //dispute evidence/cancellationconfirmation pdf" } } ] proof of possession or usage key proofofpossessionorusage description 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) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/downloadlog pdf" } }, { file { filepath "s3 //dispute evidence/emailopenproof pdf" } } ] social network reputation key socialnetworkreputation description 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 sources (such as skype, truecaller, instagram, etc) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/socialmediaverification pdf" } } ] proof of residence key proofofresidence description confirmation of the buyer's (shipping) address on reverse address search engines format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/addressverification pdf" } } ] invoice key invoice description the invoice of the current purchase format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/invoice pdf" } } ] email confirmation key emailconfirmation description the email confirming the details of the purchase format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/emailconfirmation pdf" } } ] passenger/customer details key passengercustomerdetails description details of the passengers in the purchased flight format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/passengerdetails pdf" } } ] flight manifest key flightmanifest description a list of the passengers in the flight format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/flightmanifest pdf" } } ] hotel no show policy key hotelnoshowpolicy description documentation of "no show" or cancellation fee policy format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/noshowpolicy pdf" } } ] authentication certificate key authenticationcertificate description the authentication certificate associated with the purchased item format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/authcertificate pdf" } } ] terms and conditions key termsandconditions description static evidence terms & conditions highlights focusing on refunds, cancellations, replacements and returns format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/termsandconditions pdf" } } ] user accepted terms and conditions key useracceptedtermsandconditions description static evidence a screenshot of the stage in the purchase or signup flow, where the buyer agrees to the t\&cs format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/termsacceptance pdf" } } ] customer identification verification (kyc) key customeridentificationverification description proof the buyer completed a verification process (by sending their id, driver's license, passport and/or payment method, etc) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/kycverification pdf" } } ] related invoice history key relatedinvoicehistory description invoices of past transactions made by the same buyer (specifically relevant for recurring transaction chargeback reason) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/invoicehistory pdf" } } ] held in customs key heldincustoms description documentation showing the purchase is in customs, awaiting further action by the buyer format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/customsnotice pdf" } } ] delay disclosure key delaydisclosure description documentation you notified the buyer of possible delays or itinerary changes (due to extreme weather or special circumstances) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/delaynotification pdf" } } ] recurring billing agreement key recurringbillingagreement description documentation showing the buyer agreed to a subscription based charge (specifically relevant for recurring transaction or duplicate charge chargeback reasons) format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/subscriptionagreement pdf" } } ] buyer review survey key buyerreviewsurvey description an online review/survey regarding the purchase with no mention of a service issue format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/buyerreview\ pdf" } } ] subscription details (data points) key subscriptiondetails description array of objects describing subscription details and billing information format \[ { subscriptionid string, subscriptionstartdate string (iso 8601), subscriptionenddate? string (iso 8601), billingfrequency string, subscriptionamount number, subscriptionstatus string, nextbillingdate? string (iso 8601), cancellationdate? string (iso 8601) } ] example \[ { subscriptionid "sub 12345", subscriptionstartdate "2024 01 01t00 00 00z", subscriptionenddate "2024 12 31t23 59 59z", billingfrequency "monthly", subscriptionamount 29 99, subscriptionstatus "active", nextbillingdate "2024 03 01t00 00 00z" }, { subscriptionid "sub 12346", subscriptionstartdate "2023 06 15t00 00 00z", billingfrequency "annual", subscriptionamount 299 99, subscriptionstatus "cancelled", cancellationdate "2024 01 15t10 30 00z" } ] proofs of pickup (data points) key proofsofpickup description array of objects describing pickup details and confirmation information format \[ { pickupid string, pickupdate string (iso 8601), pickuplocation string, pickuppersonname? string, pickupconfirmationnumber? string, pickupmethod? string, pickupnotes? string } ] example \[ { pickupid "pickup 12345", pickupdate "2024 01 18t14 30 00z", pickuplocation "store location 123 main st, city, state", pickuppersonname "jane smith", pickupconfirmationnumber "conf 567890", pickupmethod "in store pickup", pickupnotes "customer showed valid id for verification" }, { pickupid "pickup 12346", pickupdate "2024 01 20t10 00 00z", pickuplocation "warehouse 456 industrial ave", pickupmethod "scheduled pickup" } ] airline ticket numbers (data points) key airlineticketnumbers description array of airline ticket numbers for the order format \[string, string, ] example \["1234567890123", "1234567890124", "1234567890125"] reservation ids (data points) key reservationids description array of reservation ids for the order format \[string, string, ] example \["res abc123", "res def456", "res ghi789"] items held in customs (data points) key itemsheldincustoms description array of item names being held in customs format \[string, string, ] example \["electronics smartphone", "clothing winter jacket", "books programming manual"] other key other description any additional documentation or notes related to the purchase format \[ { file { filepath string } } ] example \[ { file { filepath "s3 //dispute evidence/additionalevidence pdf" } } ]