Important Information and Supporting Evidence Required for Each Dispute Reason

Modified on Thu, 12 Mar at 7:38 AM

Dispute Scenario	Information Required	Required Supporting Documents and Information
Suspected transaction subject to fraud / unauthorized / not recognized transactions	Chronology of the case Details of the disputed transaction(s)	Not mandatory; users may provide additional details where available
Service paid but not received	Description of the service purchased Expected service delivery date	Proof of Payment (invoice, payment receipt, etc.) Proof of communication with the merchant (WhatsApp, email, etc.)
Goods paid but not delivered	Description of the goods purchased Expected delivery date	Proof of Payment (invoice, payment receipt, etc.) Proof of communication with the merchant (WhatsApp, email, etc.)
Recurring payment cancelled but still billed	Description of the subscription Details of charges after cancellation	Proof of cancellation Proof of payment Proof of communication with the merchant (if applicable)
Service cancelled but still billed	Description of the service / subscription purchased Details of charges billed after cancellation	Proof of payment (invoice, payment receipt, etc.) Proof of cancellation confirmation Proof of communication with the merchant (WhatsApp, email, etc.)
Goods received but not as described / counterfeit	Description of the goods purchased Chronology of the case, including the merchant’s explanation (if any)	Proof of payment (invoice, payment receipt, etc.) Proof of return (if goods were returned), e.g. delivery note with tracking number Listing evidence and photos (if the goods is fake/ empty Proof of communication with the merchant (WhatsApp, email, etc.)
Service received but not as described	Description of the service purchased Chronology of the case, including the merchant’s explanation (if any)	Proof of payment (invoice, payment receipt, etc.) Listing evidence and service agreement / description Proof of communication with the merchant (WhatsApp, email, etc.)
Refund not received despite merchant agreeing to refund	Description of the goods or service purchased Chronology of the case, including confirmation that the merchant agreed to refund	Proof of payment (invoice, payment receipt, etc.) Proof of refund agreement and communication with the merchant Proof that refund has not been received (bank or card statement)