Evidence Glossary

contract page description upload a file uploaded to s3 representing a page of the merchant's contract with the customer format { "evidencetype" "contract page", "filepath" "s3 //dispute evidence/contractpage pdf" } proofs of refund description upload a file uploaded to s3 containing refund documents and related evidence format { "evidencetype" "proof of refund", "filepath" "s3 //dispute evidence/proofofrefund pdf" } proofs of refund (data points) key proofsofrefund description array of objects describing refunds issued to the customer format \[ { refundtransactionid string, refundamount? number, refundcurrency? string, refunddate? string (yyyy mm dd), refundauthorizationcode? string, refundchargeid? string, replacementitems? array } ] example \[ { refundtransactionid "abc123", refundamount 105 55, refundcurrency "usd", refunddate "2015 06 12", refundauthorizationcode "b44233", refundchargeid "111111111", replacementitems \["item xyz", "item abc"] }, { refundtransactionid "abc124", refundamount 25 50, refundcurrency "usd", refunddate "2024 01 18" } ] proofs of delivery description upload a file uploaded to s3 containing delivery documents and related evidence format { "evidencetype" "proof of delivery", "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, carrier? string, date? string (yyyy mm dd), deliverystatus? string, didcustomersignfordelivery? boolean, location? string } ] example \[ { trackingnumber "123456", carrier "ups", date "2022 11 15", deliverystatus "delivered", didcustomersignfordelivery false, location "123 main st, city, state 12345" }, { trackingnumber "1z987654321", carrier "fedex", date "2024 01 22" } ] customer correspondences description upload a file uploaded to s3 containing communication with the buyer showing they were aware of the purchase or that any service issue was addressed format { "evidencetype" "customer correspondence", "filepath" "s3 //dispute evidence/customeremail 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 \[ { contactid string, contactreason? string, contactdescription? string, contactdatetime? string (yyyy mm dd) } ] example \[ { contactid "contact 123", contactreason "canceling", contactdescription "customer called to cancel the order", contactdatetime "2022 11 15" }, { contactid "contact 124", contactreason "other", contactdescription "customer asked about delivery status, confirmed address and provided tracking information ", contactdatetime "2024 01 12" } ] proof of order replacement description upload a file uploaded to s3 containing proof the order was repaired or replaced format { "evidencetype" "proof of order replacement", "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, replacementcurrency? string, replacementamount? number, replacementdate? string (yyyy mm dd), replacementitems? array, shippingcarrier? string, replacementtrackingnumber? string } ] example \[ { replacementid "rep 123456", replacementcurrency "usd", replacementamount 105 55, replacementdate "2022 11 15", replacementitems \["item xyz", "item abc"], shippingcarrier "ups", replacementtrackingnumber "123456" }, { replacementid "rep 123457", replacementdate "2024 01 28", replacementitems \["product a size l"] } ] proofs of credit balance (data points) key proofsofcreditbalance description array of objects describing credit balance applications to customer accounts format \[ { applieddate string (yyyy mm dd), currency? string, amount? number } ] example \[ { applieddate "2022 11 15", currency "usd", amount 105 55 }, { applieddate "2024 02 01", currency "usd", amount 25 99 } ] proof of recurring agreement notice description upload a file uploaded to s3 containing documentation showing that the buyer was properly notified about recurring billing terms and conditions before the initial transaction format { "evidencetype" "proof of recurring agreement notice", "filepath" "s3 //dispute evidence/recurringnotice pdf" } acceptance of recurring billing agreement description upload a file uploaded to s3 containing evidence that the buyer explicitly accepted and agreed to recurring billing charges, including screenshots or confirmations of their consent format { "evidencetype" "acceptance of recurring billing agreement", "filepath" "s3 //dispute evidence/billingacceptance pdf" } proof of requested cancellation description upload a file uploaded to s3 containing documentation showing that the buyer requested cancellation of their subscription or recurring service, including cancellation requests and confirmations format { "evidencetype" "proof of requested cancellation", "filepath" "s3 //dispute evidence/cancellationrequest pdf" } proof of possession or usage description upload a file uploaded to s3 containing 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 { "evidencetype" "proof of possession or usage", "filepath" "s3 //dispute evidence/downloadlog pdf" } social network reputation description upload a file uploaded to s3 containing 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 { "evidencetype" "social network reputation", "filepath" "s3 //dispute evidence/socialmediaverification pdf" } proof of residence description upload a file uploaded to s3 containing confirmation of the buyer's (shipping) address on reverse address search engines format { "evidencetype" "proof of residence", "filepath" "s3 //dispute evidence/addressverification pdf" } invoice description upload a file uploaded to s3 containing the invoice of the current purchase format { "evidencetype" "invoice", "filepath" "s3 //dispute evidence/invoice pdf" } email confirmation description upload a file uploaded to s3 containing the email confirming the details of the purchase format { "evidencetype" "email confirmation", "filepath" "s3 //dispute evidence/emailconfirmation pdf" } passenger/customer details description upload a file uploaded to s3 containing details of the passengers in the purchased flight format { "evidencetype" "passenger customer details", "filepath" "s3 //dispute evidence/passengerdetails pdf" } flight manifest description upload a file uploaded to s3 containing a list of the passengers in the flight format { "evidencetype" "flight manifest", "filepath" "s3 //dispute evidence/flightmanifest pdf" } hotel no show policy description upload a file uploaded to s3 containing documentation of "no show" or cancellation fee policy format { "evidencetype" "hotel no show policy", "filepath" "s3 //dispute evidence/noshowpolicy pdf" } authentication certificate description upload a file uploaded to s3 containing the authentication certificate associated with the purchased item format { "evidencetype" "authentication certificate", "filepath" "s3 //dispute evidence/authcertificate pdf" } terms and conditions description upload a file uploaded to s3 containing terms & conditions highlights focusing on refunds, cancellations, replacements and returns format { "evidencetype" "terms and conditions", "filepath" "s3 //dispute evidence/termsandconditions pdf" } user accepted terms and conditions description upload a file uploaded to s3 containing a screenshot of the stage in the purchase or signup flow, where the buyer agrees to the t\&cs format { "evidencetype" "user accepted terms and conditions", "filepath" "s3 //dispute evidence/termsacceptance pdf" } customer identification verification (kyc) description upload a file uploaded to s3 containing proof the buyer completed a verification process (by sending their id, driver's license, passport and/or payment method, etc) format { "evidencetype" "customer identification verification", "filepath" "s3 //dispute evidence/kycverification pdf" } related invoice history description upload a file uploaded to s3 containing invoices of past transactions made by the same buyer (specifically relevant for recurring transaction chargeback reason) format { "evidencetype" "related invoice history", "filepath" "s3 //dispute evidence/invoicehistory pdf" } held in customs description upload a file uploaded to s3 containing documentation showing the purchase is in customs, awaiting further action by the buyer format { "evidencetype" "held in customs", "filepath" "s3 //dispute evidence/customsnotice pdf" } delay disclosure description upload a file uploaded to s3 containing documentation you notified the buyer of possible delays or itinerary changes (due to extreme weather or special circumstances) format { "evidencetype" "delay disclosure", "filepath" "s3 //dispute evidence/delaynotification pdf" } recurring billing agreement description upload a file uploaded to s3 containing documentation showing the buyer agreed to a subscription based charge (specifically relevant for recurring transaction or duplicate charge chargeback reasons) format { "evidencetype" "recurring billing agreement", "filepath" "s3 //dispute evidence/subscriptionagreement pdf" } buyer review survey description upload a file uploaded to s3 containing an online review/survey regarding the purchase with no mention of a service issue format { "evidencetype" "buyer review survey", "filepath" "s3 //dispute evidence/buyerreview\ pdf" } subscription details (data points) key subscriptiondetails description array of objects describing subscription details and billing information format \[ { isrecurringcharge boolean, billingagreementpolicy? string } ] example \[ { isrecurringcharge false, billingagreementpolicy "customer can cancel anytime before the next billing cycle" }, { isrecurringcharge true, billingagreementpolicy "annual subscription with 30 day notice for cancellation" } ] proofs of pickup (data points) key proofsofpickup description array of objects describing pickup details and confirmation information format \[ { status string, pickupdate? string (yyyy mm dd), providedidentityverificationmethods? array } ] example \[ { status "not picked up", pickupdate "2022 11 15", providedidentityverificationmethods \["order number"] }, { status "picked up", pickupdate "2024 01 20", providedidentityverificationmethods \["personal id", "order number"] } ] 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"] fedex account number (data points) key fedexaccountnumber description fedex account number associated with the order's shipments when provided, forter uses an account number together with the fedex tracking number to retrieve a richer proof of delivery pdf (with recipient address) fedex only format \[string] example \["123456798"] other note distinct from the other (data points) entry below this is the file based other evidence type uploaded to s3 and referenced via /v3/disputes/evidence/file independent namespaces description upload a file uploaded to s3 containing any additional documentation or notes related to the purchase format { "evidencetype" "other", "filepath" "s3 //dispute evidence/additionalevidence pdf" } other (data points) key other note distinct from the file based other evidence type above this is a free form textual data point posted to /v3/disputes/evidence/datapoints ; the file based other is uploaded to s3 and referenced via /v3/disputes/evidence/file independent namespaces description free form text entries for any additional documentation or notes related to the disputed purchase each entry is rendered in the main arguments section of the dispute letter up to 1000 characters per entry format \[string, string, ] example \["the order was placed by a returning customer with a verified delivery address "]