Agent WranglersRefunds, disputes and fraud Required
Answer every dispute before its deadline
Answer every dispute before the provider's deadline with evidence that fits its reason code, or accept it on purpose.
How to do it
A dispute, or chargeback, takes the money back and adds a fee. The provider gives a reason code and a due date, usually one to three weeks away. Collect evidence by code when the dispute opens. That includes the receipt, the accepted terms, delivery or sign-in logs, the 3-D Secure result and messages. For Visa card-not-present fraud disputes (reason 10.4), Compelling Evidence 3.0 accepts two earlier undisputed payments on the same card. They must be 120 to 365 days older than the disputed one. Each must match it on at least two of account ID, IP address, device ID and shipping address. One of those matches must be the IP address or the device ID. Keep those four items for each payment for about 18 months, as keep only what you need allows for this purpose. Accept disputes you cannot win.
How to check
A query lists open disputes due within 3 days without submitted evidence. It returns no rows. Each dispute event creates a task within an hour.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers payments playbook: https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud/dispute-evidence.