The test is simple: your evidence has to disprove the specific thing the customer claimed. A general bundle sent for every dispute does not work.
Match the evidence to the claim
| WHAT THEY CLAIMED | WHAT DISPROVES IT |
|---|---|
| They did not authorise it | The signed receipt or repair order, proof the card was present and read by the terminal, and the address and security-code checks from the payment itself. |
| They never got the goods or service | The signed repair order or invoice showing the work was completed and collected, the date they picked the vehicle up, and any written confirmation. |
| It was not as described | The estimate they approved, the itemised invoice, and any messages where the work and the price were agreed. |
| They cancelled, or a refund never arrived | Your cancellation or refund policy as it was shown to them, and the correspondence about the cancellation. If you did refund them, the record of it. |
What makes a submission strong
- It is specific to this dispute. Evidence that answers the actual claim beats a large general bundle.
- It is legible. A clear scan of a signed order does more than a photo of a crumpled one.
- It shows agreement, not just a charge. A signature, an approved estimate, or a written go-ahead is what separates a defensible job from an awkward one.
- It is complete. Every document the case asks for, not the easiest one to find.
Be honest about your chances
If your documentation does not actually disprove what the customer said, accepting the chargeback costs you the same money and a good deal less time. Responding with weak evidence does not improve the odds.
Related: Respond to a chargeback · Reduce the chargebacks you get · Chargebacks — start here
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