Countering 'Unrecognized' disputes

Preparing evidence to submit to the banks for review

Erik Dreyer avatar
Written by Erik Dreyer
Updated yesterday

IMPORTANT:

Goodshuffle does not decide who wins or loses a dispute. We work with you to compile evidence and submit it to the proper financial partners and card issuers.


Reason for Dispute
The customer doesn’t recognize the payment appearing on their card statement.

How to respond

First, try to get in touch with your customer. Sometimes people forget about payments they make or don’t recognize the way they appear on their card statement. If this is the case, ask them to contact their card issuer and let them know they no longer dispute the transaction. Even if your customer agrees to withdraw the dispute, you must still submit appropriate evidence. Simply saying that your customer is going to withdraw the dispute is not sufficient evidence.

It might be more efficient—and provide a better customer experience—to accept an accidental dispute and charge the customer again, if appropriate. Even when a dispute is withdrawn, it usually takes approximately 75 days to be finalized. Remember, it doesn’t matter to the card networks whether you win or lose a dispute; what matters is how many disputes a business receives, regardless of how many disputes are won.

Required to overturn dispute

As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the payment.

Submitting Evidence

You can submit evidence by locating the dispute record on the billing tab of the project and clicking the "Counter Dispute" button. This will take you to a dedicated page where you will fill out the available form fields and attach any files you have based on the types of evidence below. Review our Formatting Files article for best practices.

Types of Evidence

  • Customer Communication: Evidence (for example, photographs or emails) to prove a link between the person receiving products and the cardholder, or proving that the cardholder disputing the transaction is using the service.

  • Customer Signature: Evidence that the person who signed for the products was authorized to sign for—or is known by—the cardholder.

  • Service Date / Documentation: Documentation showing proof that a service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear human-readable format. This could include a copy of a signed contract, Receipt of Goods and Services, or other form of written agreement.

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