Online forums are full of stories from frustrated merchants and confused customers. One person submits a stack of documents and still loses the case. Another wins with a short note and a receipt.
So, what are banks actually looking at when they review a dispute? And what do they flat-out ignore?
Here’s what merchants and customers should know—straight from patterns seen in real chargeback decisions.
Clear, Relevant Proof > Flood of Documents
Banks don’t reward volume. Sending 20 pages of screenshots, logs, and long-winded explanations can actually backfire.
They want one thing: relevant, clear proof that directly addresses the dispute reason code.
- If the chargeback is for “Item Not Received,” proof of delivery (with tracking and confirmation) is key.
- If it’s for “Fraudulent Transaction,” the merchant must show signs of cardholder authorization, like matching IP, AVS match, or 3DS verification.
What they ignore:
Excess details that don’t answer the actual question. For example, showing how many times a customer logged in won’t help if the issue is about shipping.
Timelines Matter More Than You Think
Banks work on strict deadlines. If your evidence is submitted late, it’s automatically rejected—no exceptions, even if it's rock-solid proof.
Also, timing can help your case:
- Quick delivery after purchase shows fulfillment was prompt.
- A customer waiting weeks before disputing may look suspicious.
What they ignore:
Arguments like “the customer never reached out first” or “we’ve never had a problem before.” These won’t affect how the evidence is judged.
Tone Can Influence Judgment
It might sound minor, but the tone of your response matters. Banks are human. If your documentation sounds angry, defensive, or sarcastic, it doesn’t help.
Clear, factual, and professional wins every time.
What they ignore:
Blame-shifting language like “this always happens with customers from [location]” or personal attacks on the cardholder.
Refunds Are a Double-Edged Sword
This one surprises people.
If you refunded the customer before the chargeback, include that proof. It can help your case. But if you refunded after the chargeback came in, banks often treat that as an admission that the charge was wrong.
Best move? Don’t issue refunds once a dispute is in motion unless you’ve spoken with the customer and they agree to withdraw it.
What they ignore:
Explaining that you “planned to refund” or “didn’t want a bad review” rarely holds weight.
Cardholder Testimony Is Heavyweight Evidence
The bank is often siding with their customer—but not always. If the cardholder admits the charge was valid or that a family member used the card, that can end the dispute in the merchant’s favor.
Many forums share stories of customers accidentally admitting things like “My son made this purchase” or “I didn’t know the subscription renewed,” which can make the bank rule against them.
What they ignore:
Even strong evidence can be lost if the cardholder insists the charge was unauthorized and no additional verification (like 3DS or a signed contract) exists.
Auto-Approved Isn’t Auto-Won
Some cases are decided by bots, especially for large banks or smaller transaction amounts. That’s why it’s important to submit clear, properly labeled files.
- Use headings: “Proof of Delivery,” “Terms Accepted,” etc.
- Keep file names clean and descriptive.
- Avoid submitting blurry screenshots or broken links.
What they ignore:
If the AI tool can’t read or understand your document, it’s skipped. Messy uploads can sink a strong case.
Internal Notes and Logs? Sometimes Useful
Merchants often include detailed CRM notes or internal records. These can help—but only when they show:
- Direct communication with the customer
- The customer acknowledged the product or service
- A clear acceptance of terms
What they ignore:
Notes that don’t involve the customer directly. For example, “agent confirmed delivery” or “manager approved refund” doesn’t carry much weight on its own.
Final Thoughts: Every Line Needs Purpose
Banks move fast. Dispute analysts (or their automated systems) review thousands of cases each month. If your documentation doesn't clearly and quickly support your side of the story, it's skipped.
A strong case focuses on:
- The dispute reason code
- Clear, direct evidence
- A calm, factual tone
- Simple formatting
- Proper file labels and structure
Real Talk from a Merchant
“I used to send 20 pages every time and lost half my cases. Now I send a one-page PDF with labeled sections and win most of them. Once I realized the bank just wants to see the one thing that proves I did my job, it all changed.”
— Online seller, subscription services
Want to Stop Losing Disputes Over Fixable Mistakes?
Chargeblast helps merchants send clean, strong, and on-time responses for every dispute. Whether you handle chargebacks manually or need automation, we’ll help you put your best case forward without the guesswork or wasted time.
