Compelling Evidence

The quality of the evidence presented in the support documentation is directly related to the chances of success of a dispute. The merchant must prove that the cardholder participated in the transaction or benefitted from it. The recommended items to be submitted as evidence are listed below. In addition, merchants can send any other documentation that may be relevant to testify to the legitimacy of a transaction.

Section	Information required	Description	Fraud	Commercial Disagreement
Customer identification	Personal details	Customer name, cardholder name, tax id (CPF or CNPJ), email, telephone number, postal address.	X	X
Registration steps	Screenshots from mandatory fields in customer registration at merchant website.	X	X
Connection with cardholder	Evidence of relationship between the customer and the cardholder, if not the same person.	X	X
Purchase history	Transaction receipt	Document that formalizes the purchase including merchant details, customer details, items purchased, prices and payment method details.	X	X
Checkout	Screenshots from mandatory checkboxes and selection of payment method at merchant checkout page.	X	X
Evidence of use of product or service	Details of method for sharing product keys or download codes. Evidence of use, such as dates of downloads, recent access to the platform or similar.	X	X
Registration in the Customer Service Center	Evidence of recent interaction, if any, between customer and customer support team through available channels, including topic discussed.	X	X
Previous purchases	Summary of currently disputed purchase vs past non-disputed purchases from the same card number, including purchased products, dates and amount.	X	X
Terms and conditions	Automatic renewal policy	Summary of terms and conditions that authorize automatic renewal charges, followed by link with full policy.	X
Notification of renewal	Evidence of notification to customer about automatic renewal charge.	X
Cancellation of automatic renewal	Description of steps required for customer to deactivate automatic renewal option.	X
Refund conditions	Summary of refund policy for related products, followed by link to full policy.		X
Support channels for refund request	Contact details for customers to reach customer support channels.		X
General terms of use	Summary of terms and conditions that define user rights, followed by link to full policy.		X

Section

Information required

Description

Fraud

Commercial Disagreement

Customer identification

Personal details

Customer name, cardholder name, tax id (CPF or CNPJ), email, telephone number, postal address.

Registration steps

Screenshots from mandatory fields in customer registration at merchant website.

Connection with cardholder

Evidence of relationship between the customer and the cardholder, if not the same person.

Purchase history

Transaction receipt

Document that formalizes the purchase including merchant details, customer details, items purchased, prices and payment method details.

Checkout

Screenshots from mandatory checkboxes and selection of payment method at merchant checkout page.

Evidence of use of product or service

Details of method for sharing product keys or download codes. Evidence of use, such as dates of downloads, recent access to the platform or similar.

Registration in the Customer Service Center

Evidence of recent interaction, if any, between customer and customer support team through available channels, including topic discussed.

Previous purchases

Summary of currently disputed purchase vs past non-disputed purchases from the same card number, including purchased products, dates and amount.

Terms and conditions

Automatic renewal policy

Summary of terms and conditions that authorize automatic renewal charges, followed by link with full policy.

Notification of renewal

Evidence of notification to customer about automatic renewal charge.

Cancellation of automatic renewal

Description of steps required for customer to deactivate automatic renewal option.

Refund conditions

Summary of refund policy for related products, followed by link to full policy.

Support channels for refund request

Contact details for customers to reach customer support channels.

General terms of use

Summary of terms and conditions that define user rights, followed by link to full policy.

❗️
The evidence can be provided in multiple files as long as the total size limit of 7MB is respected. Acceptable file extensions are PNG, JPG and PDF.

❗️
Preferably, the evidence would be presented in local language. If this is not possible, it should be presented in English.

❗️
Special attention should be given to the readability of screenshots in the documentation. Low resolution can prevent the delivery of critical information to the issuer.

Compelling Evidence

❗️
The evidence can be provided in multiple files as long as the total size limit of 7MB is respected. Acceptable file extensions are PNG, JPG and PDF.

❗️
Preferably, the evidence would be presented in local language. If this is not possible, it should be presented in English.

❗️
Special attention should be given to the readability of screenshots in the documentation. Low resolution can prevent the delivery of critical information to the issuer.

❗️The evidence can be provided in multiple files as long as the total size limit of 7MB is respected. Acceptable file extensions are PNG, JPG and PDF.

❗️Preferably, the evidence would be presented in local language. If this is not possible, it should be presented in English.

❗️Special attention should be given to the readability of screenshots in the documentation. Low resolution can prevent the delivery of critical information to the issuer.

❗️
The evidence can be provided in multiple files as long as the total size limit of 7MB is respected. Acceptable file extensions are PNG, JPG and PDF.

❗️
Preferably, the evidence would be presented in local language. If this is not possible, it should be presented in English.

❗️
Special attention should be given to the readability of screenshots in the documentation. Low resolution can prevent the delivery of critical information to the issuer.