Evidence Glossary
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"
}Description:
Upload a file uploaded to s3 containing refund documents and related evidence
Format:
{
"evidenceType": "PROOF_OF_REFUND",
"filePath": "s3://dispute-evidence/proofOfRefund.pdf"
}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"
}
]Description:
Upload a file uploaded to s3 containing delivery documents and related evidence
Format:
{
"evidenceType": "PROOF_OF_DELIVERY",
"filePath": "s3://dispute-evidence/proofOfDelivery.pdf"
}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"
}
]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"
}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"
}
]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"
}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"]
}
]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
}
]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"
}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"
}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"
}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"
}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"
}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"
}Description:
Upload a file uploaded to s3 containing the invoice of the current purchase.
Format:
{
"evidenceType": "INVOICE",
"filePath": "s3://dispute-evidence/invoice.pdf"
}Description:
Upload a file uploaded to s3 containing the description of the item as it was advertised to the buyer, such as the product page or listing. Used to show the item delivered matched what was described at the time of purchase.
Format:
{
"evidenceType": "ITEM_DESCRIPTION",
"filePath": "s3://dispute-evidence/itemDescription.pdf"
}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"
}Description:
Upload a file uploaded to s3 containing details of the passengers in the purchased flight.
Format:
{
"evidenceType": "PASSENGER_OR_CUSTOMER_DETAILS",
"filePath": "s3://dispute-evidence/passengerDetails.pdf"
}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"
}Description:
Upload a file uploaded to s3 containing documentation of "no-show" or cancellation fee policy.
Format:
{
"evidenceType": "HOTEL_NO_SHOW",
"filePath": "s3://dispute-evidence/noShowPolicy.pdf"
}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"
}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"
}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_TERMS_AND_CONDITION_ACCEPTANCE",
"filePath": "s3://dispute-evidence/termsAcceptance.pdf"
}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": "CARDHOLDER_VERIFICATION_DOCUMENT",
"filePath": "s3://dispute-evidence/kycVerification.pdf"
}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"
}Description:
Upload a file uploaded to s3 containing documentation showing the purchase is in customs, awaiting further action by the buyer.
Format:
{
"evidenceType": "PURCHASE_HELD_IN_CUSTOMS",
"filePath": "s3://dispute-evidence/customsNotice.pdf"
}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"
}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"
}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"
}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"
}
]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"]
}
]Key: proofsOfUsage
Description:
Array of objects describing when the buyer accessed or used the purchased order (e.g. clicked the order attachment).
Format:
[
{
usageTimestamp: String (ISO 8601 date-time)
}
]Example:
[
{
usageTimestamp: "2026-06-22T06:22:11Z"
}
]Key: buyerReviewSurveys
Description:
Array of objects describing a structured buyer review/survey regarding the purchase, with no mention of a service issue.
Format:
[
{
overallRating: Number (1-5),
reviewItems?: [
{
question: String,
rating: Number (1-5)
}
],
reviewText?: String
}
]Example:
[
{
overallRating: 5,
reviewItems: [
{ question: "communication with seller", rating: 5 },
{ question: "quality of delivery", rating: 5 },
{ question: "value for money", rating: 5 }
],
reviewText: "The pfp looked great! It was basically exactly what I wanted and he was very professional and fast."
}
]Key: airlineTicketNumbers
Description:
Array of airline ticket numbers for the order.
Format:
[String, String, ...]Example:
["1234567890123", "1234567890124", "1234567890125"]Key: reservationIds
Description:
Array of reservation IDs for the order.
Format:
[String, String, ...]Example:
["RES-ABC123", "RES-DEF456", "RES-GHI789"]Key: itemsHeldInCustoms
Description:
Array of item names being held in customs.
Format:
[String, String, ...]Example:
["Electronics - Smartphone", "Clothing - Winter Jacket", "Books - Programming Manual"]Key: itemDescriptions
Description:
Array of descriptions of the purchased items as they were advertised to the buyer. Use this instead of uploading an ITEM_DESCRIPTION file when the description is available as text.
Format:
[String, String, ...]Example:
["Nintendo Switch OLED, 64GB, white", "PlayStation 5 DualSense controller, midnight black"]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"]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"
}Key: Other
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."]Description:
Upload a file uploaded to s3 containing documentation that the buyer collected the order in person at a pickup location, such as a signed collection slip or counter receipt.
Format:
{
"evidenceType": "PROOF_OF_PICK_UP",
"filePath": "s3://dispute-evidence/proofOfPickUp.pdf"
}Description:
Upload a file uploaded to s3 containing the receipt issued to the buyer for the disputed purchase.
Format:
{
"evidenceType": "RECEIPT",
"filePath": "s3://dispute-evidence/receipt.pdf"
}Description:
Upload a file uploaded to s3 containing a delivery form signed by the recipient on receipt of the order.
Format:
{
"evidenceType": "SIGNED_DELIVERY_FORM",
"filePath": "s3://dispute-evidence/signedDeliveryForm.pdf"
}Description:
Upload a file uploaded to s3 containing an order form signed by the buyer when the purchase was placed.
Format:
{
"evidenceType": "SIGNED_ORDER_FORM",
"filePath": "s3://dispute-evidence/signedOrderForm.pdf"
}Description:
Upload a file uploaded to s3 containing the chargeback notification received for the disputed purchase.
Format:
{
"evidenceType": "CHARGEBACK_NOTIFICATION",
"filePath": "s3://dispute-evidence/chargebackNotification.pdf"
}Description:
Upload a file uploaded to s3 containing documentation of a credit or voucher issued to the buyer for the disputed purchase. For the structured equivalent, see Proofs of Credit Balance (Data Points).
Format:
{
"evidenceType": "CREDIT_BALANCE",
"filePath": "s3://dispute-evidence/creditBalance.pdf"
}Description:
Upload a file uploaded to s3 containing the cardholder's written statement that the debit was unauthorized.
Format:
{
"evidenceType": "STATEMENT_OF_UNAUTHORIZED_DEBIT",
"filePath": "s3://dispute-evidence/unauthorizedDebitStatement.pdf"
}