How can I defend myself against fraudulent chargebacks?

Last updated: October 19th, 2020

Defending fraud chargebacks is difficult, and it is recommended to focus on avoiding them – our PASSPORT.CHARGEBACK system can help with this. By using 3DS authentication you can shift liability for fraud chargebacks to the issuing bank, and Paymentwall will automatically defend any fraud chargebacks where the 3DS liability shift applies.

You should only defend a fraud chargeback if you have compelling evidence that the cardholder participated in or authorized the transaction. You must show it was the cardholder that made the purchase, and not someone else.

To defend against a fraud chargeback, you can submit the following evidence:

  • Correspondence with a cardholder.
  • Documentation showing you provided the goods/service to the cardholder (confirmation email, copy of the invoice).
  • Record of previous non-disputed payments.
  • Signed proof of delivery, and AVS match.
  • The Courier's GPS location proving the delivery of the product for physical goods.
  • The evidence cardholder has verified the account before the transaction.
  • The date the cardholder began the use of the service.
  • Evidence that the cardholder used the service before.

Please note that providing the items listed here as the evidence does not guarantee you will win the dispute - the issuer may still reject your defense. If you have any questions, please get in contact with our team at risk@paymentwall.com.

If you still have a question, we’re here to help.Contact us