Definition: What this fraud dispute means is that for a card not present transaction, transaction documentation is being requested. Generally this means that a proof of delivery for the transaction in general is being requested either by the card holder or by the card issuer instead.

Explanation: Proof of delivery request.

How to prevent this Chargeback: In order to prevent this type of dispute from escalating into a chargeback request, you must be able to provide a copy of the transaction document which is both legible and valid. If you cannot provide the information that is being requested in this case, you may not be able to keep this dispute from becoming a chargeback.

How to resolve this Chargeback: In order to resolve this type of chargeback, you must be able to provide supportive documents such as a proof of delivery which allows you to dispute the claim being made by the fraud dispute. This chargeback cannot be resolved if you cannot provide the necessary documentation and other media.

Tips: Providing proof of delivery is generally enough to make this chargeback go away. If you have not delivered the products or services that were purchased, providing them as soon as possible is the only way to resolve the card holder dispute.

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