This feature is available on all Goodshuffle Pro Plans.

Quick Note on Disputes

Goodshuffle Pro does not decide who wins or loses a dispute. Our role is to help you compile and submit the best possible evidence to the financial institutions and card issuers.

Reason for Dispute

This is the most common type of dispute. A customer files a fraudulent charge claim when:

They say they didn’t authorize the payment
Their card was lost or stolen
They don’t recognize the charge on their bank statement

How to Respond

✅ If the Payment Is Legitimate

Reach out to your customer — often, they’ve simply forgotten or don’t recognize the charge.
Ask them to contact their card issuer and withdraw the dispute.
Even if the customer agrees to withdraw the dispute, you must still submit evidence through Goodshuffle Pro. A verbal agreement is not enough.

💡 Disputes—even if won—affect your dispute rate. The best result is preventing them through clarity and communication.

❌ If the Payment Was Made With a Stolen Card

If you have reason to believe the card was stolen or fraudulently used:

Accept the dispute.
The card networks place responsibility for unauthorized payments on the merchant.

What You Need to Overturn a ‘Fraudulent’ Dispute

You’ll need to prove the cardholder authorized the payment or clearly received the product/service.

Required Evidence May Include:

Payment or order details that help the cardholder recognize the transaction
Customer communication confirming authorization
Proof of service or delivery
Contract or signed receipt
Evidence of withdrawal:
- Message from the customer stating they are withdrawing the dispute
- Confirmation from the card issuer that the dispute has been withdrawn

How to Submit Evidence in Goodshuffle Pro

Open the project tied to the dispute.
Go to the Billing tab.
Scroll to the Disputes section.
Click “Counter Dispute.”
Complete the form and upload the necessary documentation.

📎 Read our guide on formatting files for dispute submissions.

Evidence Types to Include

Type	Description
Customer Communication	Emails, messages, or images showing a connection between the cardholder and recipient of service.
Customer Signature	Proof the signer is authorized by or known to the cardholder.
Service Documentation	Receipts, signed contracts, or service agreements showing date and location.
Other Supporting Evidence	Signed order forms, proof a family member used the card, evidence of non-disputed payments, or recurring payment agreement.