When a buyer opens a dispute, the seller can defend themselves to prevent the dispute from being validated.
To defend themselves, it is essential to present documentation that proves the legitimacy of the transaction and refutes the reasons alleged by the buyer or bank for opening the dispute. The documentation should be comprehensive and in line with the nature of the dispute.
Below, we highlight some examples of documentation that can be used in different dispute categories:
1. For the Fraud Category:
- Proof of the relationship between the buyer and the cardholder, demonstrating the authenticity of the transaction.
- Proof of sale and delivery of the goods or services, reinforcing that the purchase was authorized and made by the buyer themselves.
- Detailed buyer information, such as contact or delivery address, to confirm the legitimacy of the transaction.
- Signed debit authorization by the cardholder, showing that the transaction was duly authorized by the customer.
2. For the Commercial Dispute Category:
- Evidence of product delivery or service provision as mentioned in the transaction, demonstrating that the buyer received what was agreed upon.
- Evidence showing that the cardholder used the service or product, refuting allegations that the transaction was not made by the buyer.
- Documentation showing that the cancellation is not applicable, as per the policy presented to the cardholder, or demonstrating that the return of the goods is not necessary.
- Proof that the transaction was canceled or that the cancellation is not applicable, or that a partial refund is due, to clarify the situation to the card issuer.
- Invoice or document with a description of the purchased and delivered products or services, confirming the completion of the transaction.
3. For the Processing Error Category:
- Proof that the charged amount is correct, such as presenting the invoice with the exact value of the transaction.
- In the case of duplicate processing, evidence showing that both transactions are legitimate and do not constitute an error.
By presenting the necessary documentation clearly and objectively, the merchant increases their chances of obtaining a favorable resolution in the dispute. At Primefy, we are available to assist our merchants in this process, providing additional guidance and support in case of any doubts during the defense.
We are committed to ensuring that our merchants have a safe and reliable experience in all their transactions. In case of a dispute, count on us to offer support and find the best solution for all parties involved.
To present your defense, you must use Primefy's official service channels, following the guidelines regarding the necessary documentation for the case resolution. Please contact us for further assistance.