Please Note: The feature is currently in beta and may not be available to all users. Stay tuned for full release details.
Overview: what a credit card chargeback is
A credit card chargeback happens when a cardholder disputes a card payment with their credit card provider (their bank). The bank may reverse the payment while they review the dispute. Chargebacks can happen for many reasons—from fraud to delivery issues to refund timing.
If Relay receives a chargeback notification (for example, from our payment processing partners), we’ll notify you and give you a way to submit defense documents (also called evidence) for review.
Why chargebacks happen
Fraud/unauthorized payment: The cardholder says they didn’t make the purchase (common for “card-not-present” transactions).
Goods or services not received: The cardholder says the item or service never arrived or wasn’t delivered as expected.
Recurring payment canceled: The cardholder says they canceled a subscription but were billed again.
Not as described/defective: The cardholder says what they received didn’t match what was advertised.
Credit not processed: The cardholder says they were owed a refund or credit that wasn’t issued (or wasn’t issued on time).
Duplicate/paid by other means: The cardholder says they were charged twice or paid with a different method.
Incorrect amount/currency: The cardholder says the amount or currency charged wasn’t what they agreed to.
No authorization / invalid authorization: The bank claims the transaction wasn’t properly authorized or was captured incorrectly.
How the Relay chargeback flow works
You get a chargeback notification email with key details (amount, date, cardholder name, and reason).
You click the link in the email to open the disputes page and view the dispute details.
You upload defense documents in the dispute details modal.
Relay Risk reviews what you submitted and may request additional documents.
Relay Risk submits the dispute package to the cardholder’s bank on your behalf when ready (if applicable).
Chargebacks are time-sensitive. The deadline in your notification is the latest date to submit your documents. Submitting early gives your dispute the best chance.
General Defense Requirements
You must upload one or more defense documents, depending on the dispute type.
Meeting these requirements does not guarantee the dispute will be resolved in your favor — the cardholder’s bank makes the final decision.
Please submit all relevant documents at the same time. In many cases, you only have one opportunity to present your evidence.
To improve your chances of a successful review:
Provide clear, complete, and easy-to-read documents
Upload full-page screenshots (not cropped snippets)
Ensure all documents clearly show dates, amounts, and transaction details
Use readable PDFs whenever possible
Important: Screenshot Requirements
If you are submitting screenshots as evidence, they must be complete and clearly legible.
Specifically:
Screenshots must show visible timestamps
Screenshots must show the customer’s contact information (full name, email address, phone number, or other identifiable details)
The contact information must be clearly tied to the transaction in question
⚠️ Screenshots must include customer contact information so the card network can directly match the chargeback details to the evidence provided. If contact details are missing or cropped out, the evidence may be rejected.
Incomplete or edited screenshots (cropped headers, missing dates, hidden contact details) significantly reduce the likelihood of a successful dispute outcome.
Special upload limits
Some card networks and local schemes have specific evidence limits. If your chargeback falls under one of these, your uploads must meet the limits below:
Diners / Discover: max 3 MB
Mastercard: max 19 pages
Klarna: PDF only
Mexico domestic: max 800 KB
STAR: JPG/TIFF max 5 MB
RFI: max 4 pages
BillDesk: 1 document only, max 500 KB
Tip: If you run into limits, prioritize the most persuasive evidence (for example: proof of delivery, refund receipt, or policy acceptance).
Common defense documents
These apply to approximately 80% of disputes and are almost always required:
Invoice/transaction details
Confirmation email sent to the cardholder
Screenshot of checkout page showing acceptance of Terms & Conditions (not just a link)
Refund proof (if applicable – include date + amount)
Customer communication history (emails, texts, chat transcripts, support tickets)
Record of prior non-disputed payments (if available)
For eCommerce transactions (include when available):
AVS result (Address Verification Service result)
CVV/CVC result (security code verification result)
IP address
Device ID/verification logs
Required documents by chargeback reason code
In addition to the common documents above, include the reason-specific documents that match your chargeback reason. Your notification may show a card network reason code (for example, Visa 13.1). Use the matching section below:
1) Fraud (Card Not Present – Visa 10.4 / MC 4837)
IP geo-location match
Device fingerprint
Usage logs (digital/services)
Signed proof of delivery with billing address match
Courier GPS confirmation
2) Goods/Services Not Received (Visa 13.1)
Signed proof of delivery
Courier tracking with delivery date
AVS match
Confirmation customer did not cancel properly
3) Canceled Recurring (Visa 13.2)
Proof 10-day advance billing notice sent
Cancellation request date
Proof services used after billing date
Proof cancellation did not comply with policy
4) Not as Described / Defective (Visa 13.3)
Website screenshots at time of purchase
Product/service description
Photos (if merchandise)
Replacement/repair policy
Proof item/service matched description
5) Credit Not Processed (Visa 13.6)
Timestamped refund receipt
Proof refund processed within policy timeframe
Proof return was not completed (if applicable)
6) Duplicate / Paid by Other Means
Two distinct transaction IDs
Proof separate authorizations
Proof no other payment method used
Refund proof (if applicable)
7) Incorrect Amount / Currency
Proof customer agreed to full amount
Authorization approval for full amount
DCC acceptance proof (if currency dispute)
8) No Authorization / Invalid Authorization
Authorization approval code
Terminal log
Proof transaction captured within allowed timeframe
How to write a strong merchant statement
A merchant statement is a short summary that explains what happened and points the reviewer to the evidence you uploaded. Keep it factual and easy to follow.
Transaction summary: date, amount, cardholder name, order/booking ID
What was provided: goods/services delivered, fulfillment method, delivery timeline
Timeline of events: purchase → confirmation → delivery/usage → customer communication → resolution attempts
Policies: cancellation/refund/return policy and proof the customer accepted it at checkout
What you’re requesting: dispute the chargeback and why the evidence supports your case
Tips to improve your chances
Match the reason code: include the reason-specific documents listed above (in addition to the common documents).
Show acceptance of policies: a checkout screenshot showing agreement to Terms & Conditions is stronger than a policy link alone.
Prioritize proof of delivery or proof of refund: these are often the most persuasive documents.
Keep evidence readable: include dates, amounts, and order IDs; avoid cropped screenshots that remove context.
Include prior successful transactions: when available, they help demonstrate an established customer relationship.
Frequently Asked Questions
Do I have to upload documents even if I think the chargeback is “obviously wrong”?
Yes. The cardholder’s bank decides based on evidence. Upload the common documents plus the reason-specific documents to give your dispute the best chance. How many documents do I need to upload?
You must upload 1 or more defense documents depending on the dispute type. Most disputes require the common documents plus additional documents based on the reason code. Does uploading the required documents guarantee I’ll win the chargeback?
No. Meeting the requirements does not guarantee an outcome. It helps create a stronger dispute package, but the cardholder’s bank makes the final decision. What if I don’t have one of the documents listed for my reason code?
Upload what you do have and include a brief merchant statement explaining what’s missing and why. Relay Risk may request additional documents after review.