1. Go to your MultiSafepay dashboard .
2. Click Transactions and go to Chargebacks. Select the relevant chargeback.
3. In the Transaction summary, under Chargeback dispute, click Open dispute.
4. Click Choose Files and upload the corresponding documentation in PDF format.
5. Click Upload. Repeat this for every document you want to submit. Optionally, add a comment.
6. Once everything has been uploaded, click Submit dispute.

We will contact you via email if any documents are pending or invalid.

If the documentation has been validated, the chargeback status will change to Processed.

Send a Challenge chargebacks request. Include the following information:

• The order_id of the original transaction.
• A base64 encoded file that includes the documentary evidence.
• The file type must be set to PDF.
• A description of the file and a name.

The cardholder denies participating in the transaction you processed.

To dispute this type of chargeback, you need to provide the following:

• Evidence the cardholder is in possession of and/or using the product/service, e.g. proof of delivery.
• Evidence that the transaction was completed by a member of the cardholder's household or family.
• Evidence of previous interactions with the cardholder, e.g., other purchases, payment details.
• A transaction receipt.
• An invoice number.
• A track and trace number.
• Photos or emails proving a link between the person who received the product/service and the cardholder.

The wrong transaction code was used. For example, you meant to send a credit to a customer, but accidentally debited their account instead.

To dispute this type of chargeback, you need to provide the following:

• Invoice with the product description
• Any relevant explanation of transaction type and why it was processed that way.
• Proof the correct transaction was completed (e.g., reversal, corrected transaction).
• If applicable, a screenshot of POS system or logs showing the method selected.
• Communication with the cardholder

The transaction amount is incorrect, or an error occurred.

To dispute this type of chargeback, you need to provide the following:

• A transaction receipt.
• An invoice number.
• Evidence that the transaction amount is correct.

The cardholder or authorized person did not receive the product/service because you were unwilling or unable to provide it.

To dispute this type of chargeback, you need to provide proof that:

• Both transactions are independent and separate.
• The transaction was not paid by other means or separate means.

The cardholder or authorized person did not receive the product/service because you were unwilling or unable to provide it.

To dispute this type of chargeback, you need to provide the following:

• A description of the product/service.
• Evidence that the cardholder is in possession of and/or using the product/service, e.g. proof of delivery.
• Proof of delivery, e.g., cardholder signature.
• An invoice number.
• A track and trace number.
• Evidence of communications with the cardholder.

The cardholder:

• Withdrew permission to charge their bank account for a recurring transaction or installment transaction, or
• Notified you before the transaction was processed that their account was closed.

To dispute this type of chargeback, you need to provide evidence that:

• You have previously completed successful transactions from that bank account.
• The product/service was used after the cancellation, e.g., ID and/or login history.
• The transaction was properly authorized and settled as a recurring transaction.
• The transaction was a recurring transaction, including proof that the cardholder had to click to accept the terms and conditions of recurring transactions or that they signed a contract agreeing to the terms and conditions

The product/service:

• Did not match your description on the transaction receipt or elsewhere when purchased, or
• Was damaged or defective.

To dispute this type of chargeback, you need to provide the following:

• Proof of delivery of the product/service.
• Your original description of the product/service.
• An invoice number.
• A track and trace number.
• Evidence of communications with the cardholder.
• Evidence that the cardholder did not attempt to return the product/service.

The merchandise was identified as counterfeit by one or more of the following:

• The owner of the intellectual property or its authorized representative.
• A customs agency, law enforcement agency, or other government agency .
• A third-party expert.

To dispute this type of chargeback, you need to provide the following:

• Proof of authenticity for example: Invoice, and Invoice from authorized suppliers
• Proof of refund
• Communication with the cardholder
• Terms and Conditions, by Click to Accept.
• Proof of delivery of the product/service.
• Shipping and tracking details, and proof of delivery.

The cardholder claims a purchased item or service was misrepresented and alleges false advertising.

The cardholder did not receive the funds for credit or voided transaction receipt.

To dispute this type of chargeback, you need to provide the following:

• Details about the transaction.
• An invoice number.
• Evidence of communications with the cardholder.

The cardholder cancelled or returned the product/service. Or, you did not properly disclose or did disclose but did not apply a limited return or cancellation policy at the time of the transaction.

To dispute this type of chargeback, you need to provide the following:

• Evidence of the cardholder using the service.
• Evidence of delivery of products/services that the cardholder did not return.
• Evidence that the cardholder had to click to accept your cancellation policy and that your policy does not include the right to dispute terms and conditions available on your website.
• An invoice number.
• A track and trace number.
• Evidence of communications with the cardholder

The transaction was processed without valid authorization.

To dispute this type of chargeback, you need to provide the following:

• Proof of the service was used
• Proof of delivery merchandise
• Tracking and invoice
• Proof of contact with the cardholder

The cardholder denies participating in the transaction you processed.

To dispute this type of chargeback, you need to provide the following:

• Evidence that:
  • The cardholder is in possession of and/or using the product/service, e.g. proof of delivery.
  • The transaction was completed by a member of the cardholder's household or family.
• Evidence of previous interactions with the cardholder, e.g., other purchases, payment details.
• A transaction receipt.
• An invoice number.
• A track and trace number.
• Photos or emails proving a link between the person who received the product/service and the cardholder

The cardholder denies participating in or does not recognize the transaction you processed.

To dispute this type of chargeback, you need to provide the following:

• Evidence that:
  • The cardholder is in possession of and/or using the product/service, e.g. proof of delivery.
  • The transaction was completed by a member of the cardholder's household or family.
  • The cardholder is using the product/service.
• A copy of the cardholder's identification.
• Evidence of previous interactions with the cardholder, e.g., other purchases, payment details
• A transaction receipt.
• An invoice number.
• A track and trace number.
• Photos or emails proving a link between the person who received the product/service and the cardholder.

The cardholder claims that you processed an incorrect amount.

To dispute this type of chargeback, you need to provide the following:

• A transaction receipt.
• An invoice number.
• Evidence that:
  • The transaction amount was correct.
  • you have the right to alter the transaction amount without the cardholder's consent after the transaction is completed.

The issuer determines that you submitted duplicate transactions.

To dispute this type of chargeback, you need to provide proof that both transactions:

• Are separate
• Are valid
• Were authorized by the cardholder's personal identification number (PIN)

The cardholder:

• Withdrew permission to charge their bank account for a recurring transaction or installment transaction, or
• Notified you before the transaction was processed that their account was closed.

To dispute this type of chargeback, you need to provide evidence that:

• You have previously completed successful transactions from that bank account.
• The cardholder used the product/service after the cancellation, e.g., ID and/or login history.
• The transaction was properly authorized and settled as a recurring transaction.
• The transaction was a recurring transaction, including proof that the cardholder had to click to accept the terms and conditions of recurring transactions or that they signed a contract agreeing to the terms and conditions.

• The product/service did not match your description on the transaction receipt or other record at the time of purchase, or
• The transaction was not completed, or
• The product/service the cardholder received was damaged or defective, or
• The cardholder disputes the quality of the product/service received.

To dispute this type of chargeback, you need to provide the following:

• Proof of delivery of the product/service.
• A description of the product/service.
• An invoice
• A track and trace number.
• Evidence of communications with the cardholder.
• Evidence that the cardholder did not attempt to return the product/service.

The cardholder claims the transaction is fraudulent, and their signature is not on the relevant documents.

To dispute this type of chargeback, you need to provide proof that:

• The receipt is signed, or
• The cardholder was present at the time of the transaction, or
• The transaction was verified by 3D Secure.

The cardholder denies participating in a MOTO transaction you processed. American Express investigates and confirms that the transaction is fraudulent.

To dispute this type of chargeback, you need to provide evidence that:

• The cardholder did participate in the transaction.
• The product/service was delivered to the cardholder's billing address, and the cardholder signed a receipt.

The cardholder denies authorizing the charge, and your business has been placed in the fraud full recourse program: Investigation confirms fraud.

To dispute this type of chargeback, you need to provide proof that the transaction is exempt or was authorized by a PIN or 3D Secure.

The cardholder informs American Express that they believe the transaction is fraudulent.

To dispute this type of chargeback, you need to provide the following:

• Proof that the cardholder agreed to the transaction, made the booking/reservation, and received confirmation.
• Your website name, URL, IP address, and cancellation policy.
• Signed proof that the product/service was shipped and delivered, and the delivery address and date.

You sent multiple transactions for the same amount.

To dispute this type of chargeback, you need to provide the following:

• Proof that you have already processed a corrective card transaction.
• A fully itemized document that links the cardholder to each charge processed and proves that all transactions are valid.

The cardholder received written acknowledgment from you for a credit, or they cancelled in accordance with your policy but have not yet received the refund.

To dispute this type of chargeback, you need to provide the following:

• Proof that you have already processed a corrective card transaction
• A fully itemized document that links the cardholder to each charge processed and proves that all transactions are valid
• Screenshots of your cancellation policy
• Evidence that:
  • The cardholder clicks to accept the terms and conditions.
  • your cancellation policy does not include the right to dispute the policy.

The cardholder informed American Express that the transaction was:

• Altered after they signed for it, or
• Submitted using an incorrect card number or amount.

To dispute this chargeback, you need to prove that the cardholder's payment was unrelated to the disputed transaction.

American Express asked you to provide documents to support a charge queried by a cardholder, but you have yet to respond.

To dispute this chargeback, you must provide proof that you have already processed a corrective card transaction.

Fully itemized documents are not clear or complete and do not adequately link the cardholder to the transaction.

To dispute this type of chargeback, you need to provide the following:

• The date and amount of credit and the reason.
• An itemized invoice and/or receipt that directly links the cardholder to the charge.
• A successfully completed fax transmission report.
• Proof that the documents were sent and received by American Express within the time limit on the dispute inquiry letter.

The cardholder denies participating in the transaction despite your previous successful transactions.

To dispute this chargeback, you must provide fully itemized documents linking the cardholder to each charge processed and proving that all transactions are valid.

You have continued to charge the cardholder's account after they requested cancellation of Recurring payments.

To dispute this type of chargeback, you need to provide the following:

• A signed letter refuting the cardholder's claim and/or proof that their evidence is incorrect.
• A copy of your cancellation policy and a statement indicating why the cancellation does not comply with your policy.

The cardholder received a product/service that differs from the written description you provided or is damaged.

To dispute this type of chargeback, you need to provide the following:

• Proof that the product/service is as originally described.
• A copy of your returns and refunds policies.
• If available, authentication or a written assessment of the product/service.

The cardholder did not receive the product/service or only in part.

To dispute this type of chargeback, you need to provide evidence that:

• The cardholder or authorized person did receive the product/service, e.g., proof of delivery.
• The product/service was delivered to the cardholder's billing address.
• The cardholder neither cancelled nor returned the product/service.

The cardholder denies authorizing the charge, and your business has been placed in the fraud full recourse program: Investigation confirms fraud

To dispute this type of chargeback, you need to provide proof that the transaction is exempt or was authorized by a PIN or 3D Secure.