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"] other 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" }