Challenging Disputes

Unprocessed Credits
Duplicate Transaction
Fraudulent
Product Undelivered
Product Unaccepted
Subscription Canceled
Unrecognized

When you’ve received a dispute, Zoho Payments allows you to respond to it from within the app, so you do not have to approach the card network directly. You can accept or challenge them if you think there’s no fault on your end.

To challenge a dispute:

Go to the disputed transaction.
Click the Respond button in the top-right corner.

This will take you to the response submission page, where you can provide the required details and evidence.

Pro Tip: On the response page, you can view the additional information like IP address, location, card details, verification data, and other payment information to effectively address disputes.

You can challenge the customer based on the reason for the dispute. Click on a reason below to view the supporting evidence you can submit to win the dispute:


Unprocessed Credits	Duplicate Transaction	Fraudulent
Product Undelivered	Product Unaccepted	Subscription Canceled
Unrecognized

Unprocessed Credits

A dispute is raised when the customer claims they’re eligible for a refund or credits either because they returned the product or the transaction was cancelled.

The best way to respond to this is to refund the transaction or provide compelling evidence proving that the product or service was delivered to them.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Returns & Refund Policy	This can include: - A PDF of your refund policy or terms agreed to by your customer. - A screenshot of the refund policy presented on the website during purchase. - A screenshot of the refund terms printed on your payment receipt.	Physical Products Digital Products or Services Offline Services
Disclosure of Refund Policy	Describe how the refund policy was presented to the customer during their purchase.	Physical Products Digital Products or Services Offline Services
Refund Refusal Notes	Briefly share your argument as to why the customer’s claim isn’t valid and why they’re not entitled to a refund.	Physical Products Digital Products or Services Offline Services
Proof of Service	Any document proving that the service was offered to the customer such as agreements signed, tickets, and so on.	Offline Services
Others	This can include: - Proof that the item is still in transit. - A screenshot proving that the payment was refunded. - A screenshot proving that the dispute was resolved with the customer. - Any other document that can be compelling evidence to counter the dispute.	Physical Products Digital Products or Services Offline Services

Duplicate Transaction

A dispute is raised when the customer claims they’ve been charged multiple times for the same transaction.

The best way to resolve this is to reach out to the customer and issue a refund if it was charged incorrectly or provide compelling evidence proving that the product or service was delivered to them.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Payment IDs	Provide the Payment IDs of different transactions that were made.	Physical Products Digital Products or Services Offline Services
Receipts	A PDF or screenshot of receipts claiming the payments were towards different purchases.	Physical Products Digital Products or Services Offline Services
Proof of Shipping	This can include: - A tracking ID provided by the shipping company. - A receipt provided by the shipping company with the customer’s address.	Physical Products
Proof of Service	Any document proving that the service was offered to the customer such as agreements signed, tickets, and so on.	Offline Services

Fraudulent

A dispute is raised as fraudulent when the cardholder claims unauthorized activity on their account, suggesting that the transaction was not made by them or was made without their consent.

If the transaction was fraudulent, consider accepting the dispute. If you think otherwise, challenge the dispute with compelling evidence as the chances of winning this type of dispute is low.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Customer’s Signature	This can include: - A receipt of purchase with your customer’s signature. - A document with your customer’s signature confirming delivery. - Anything proving that the individual who signed for the products had authorization from or is known to the cardholder.	Physical Products Offline Services
Shipping Address	The shipping address that matches the cardholder’s address.	Physical Products
Proof of Shipping	This can include: - A tracking ID provided by the shipping company. - A receipt provided by the shipping company with the customer’s address.	Physical Products
Shipping Date	The date the product was shipped (before the dispute was created).	Physical Products
Shipping Company	The shipping company that delivered your customer’s order.	Physical Products
Tracking Number	The tracking ID provided by the shipping company.	Physical Products
Receipt	A receipt or invoice as proof of sale.	Physical Products Digital Products or Services Offline Services
Product Details	The details of the digital product or service offered.	Digital Products or Services
Activity Log	Server logs that prove that the customer accessed the website.	Digital Products or Services
Customer IP Address	The customer’s IP to prove that the customer accessed the website or made the purchase.	Digital Products or Services
Customer Email	The email address to which the digital product or service was sent.	Digital Products or Services
Service Date	The date on which the service was offered to the customer.	Offline Services
Proof of Service	Any document proving that the service was offered to the customer or anyone linked to the customer. It can be agreements signed, tickets, and so on.	Offline Services
Others	This can include: - Any other document that can prove that the product or service was delivered to the customer, their business, or anyone linked to the customer. - A screenshot proving that the payment was refunded. - A screenshot proving that the dispute was resolved with the customer.	Physical Products Digital Products or Services Offline Services

Product Undelivered

A dispute is raised when the customer claims the product was not delivered.

Sometimes, the product would be in transit, so you could track it, communicate this to the customer, and request them to withdraw the dispute. You can submit the required proof to challenge the dispute if it has been delivered.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Customer’s Signature	This can include: - A receipt of purchase with your customer’s signature. - A document with your customer’s signature confirming delivery.	Physical Products Offline Services
Shipping Address	The shipping address that matches the cardholder’s address.	Physical Products
Proof of Shipping	This can include: - A tracking ID provided by the shipping company. - A receipt provided by the shipping company with the customer’s address.	Physical Products
Shipping Date	The date the product was shipped (before the dispute was created).	Physical Products
Shipping Company	The shipping company that delivered your customer’s order.	Physical Products
Tracking Number	The tracking ID provided by the shipping company.	Physical Products
Receipt	A receipt or invoice as proof of sale.	Physical Products Digital Products or Services Offline Services
Product Details	The details of the digital product or service offered.	Digital Products or Services
Activity Log	Server logs that prove that the customer accessed the website.	Digital Products or Services
Customer IP Address	The customer’s IP to prove that the customer accessed the website or made the purchase.	Digital Products or Services
Customer Email	The email address to which the digital product or service was sent.	Digital Products or Services
Service Date	The date on which the service was offered to the customer.	Offline Services
Proof of Service	Any document proving that the service was offered to the customer or anyone linked to the customer. It can be agreements signed, tickets, and so on.	Offline Services
Others	This can include: - Any other document that can prove that the product or service was delivered to the customer, their business, or anyone linked to the customer. - A screenshot proving that the payment was refunded. - A screenshot proving that the dispute was resolved with the customer.	Physical Products Digital Products or Services Offline Services

Product Unaccepted

The customer claims that the received product does not meet their expectations or specifications, leading them to request a refund or dispute the transaction.

You can challenge the dispute with evidence demonstrating that the product met the specifications at purchase, submit evidence showing that the customer’s dissatisfaction was addressed, or issue a refund.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Product Details	Describe the product as presented to the customer or provide images shown before purchase.	Physical Products
Customer’s Signature	This can include: - A receipt of purchase with your customer’s signature. - A document with your customer’s signature confirming delivery.	Physical Products Offline Services
Shipping Address	The shipping address that matches the cardholder’s address.	Physical Products
Proof of Shipping	This can include: - A tracking ID provided by the shipping company. - A receipt provided by the shipping company with the customer’s address.	Physical Products
Shipping Date	The date the product was shipped (before the dispute was created).	Physical Products
Shipping Company	The shipping company that delivered your customer’s order.	Physical Products
Tracking Number	The tracking ID provided by the shipping company.	Physical Products
Receipt	A receipt or invoice as proof of sale.	Physical Products
Returns & Replacement Policy	This can include: - A PDF of your refund policy or terms agreed to by your customer. - A screenshot of the refund or replacement policy presented on the website during purchase. A screenshot of the refund and replacement terms printed on your receipt.	Physical Products
Activity Log	Server logs that prove that the customer accessed the website.	Digital Products or Services
Customer IP Address	The customer’s IP to prove that the customer accessed the website or made the purchase.	Digital Products or Services
Proof of Service	Any document proving that the service was offered to the customer or anyone linked to the customer. It can be agreements signed, tickets, and so on.	Offline Services

Subscription Canceled

The cardholder disputes a payment related to a subscription service, claiming that the subscription was canceled or should have been canceled, yet they were still charged.

If you charged them incorrectly, accept the dispute and issue a refund. If otherwise, challenge the dispute with evidence proving that the subscription was active and used at the time of the transaction.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Receipt	A receipt or invoice as proof of sale.	Physical Products Digital Products or Services Offline Services
Cancellation Policy	This can include: - A PDF of your cancellation policy or terms agreed by your customer. - A screenshot of the cancellation policy presented on the website during purchase. -A screenshot of the cancellation terms printed on your receipt.	Physical Products Digital Products or Services Offline Services
Disclosure of Cancellation Policy	Describe how the cancellation policy was presented to the customer during their purchase.	Physical Products Digital Products or Services Offline Services
Cancellation Rebuttal Notes	Briefly share your argument as to why the customer’s claim isn’t valid and why their service was not canceled.	Physical Products Digital Products or Services Offline Services
Activity Log	Server logs that prove that the customer accessed the website.	Digital Products or Services
Customer IP Address	The customer’s IP to prove that the customer accessed the website or made the purchase.	Digital Products or Services
Service Date	The date on which the service was offered to the customer.	Offline Services
Proof of Service	Any document proving that the service was offered to the customer or anyone linked to the customer. It can be agreements signed, tickets, and so on.	Offline Services

Unrecognized

The cardholder did not recognize or recall making a specific transaction appearing on their account statement and disputed the payment. This usually occurs when the statement descriptor does not match your business name.

You can reach out to the customer, clarify the same, and request them to withdraw the dispute or challenge it with supporting documents.

Evidence	Description	Applicable To
Customer Correspondence	This can include: - A transcript of phone calls with the call date and time. - A PDF or screenshot of messages or email communication attempting to resolve the dispute.	Physical Products Digital Products or Services Offline Services
Customer’s Signature	This can include: - A receipt of purchase with your customer’s signature. - A document with your customer’s signature confirming delivery. - Anything proving that the individual who signed for the products had authorization from or is known to the cardholder.	Physical Products Offline Services
Shipping Address	The shipping address that matches the cardholder’s address.	Physical Products
Proof of Shipping	This can include: - A tracking ID provided by the shipping company. - A receipt provided by the shipping company with the customer’s address.	Physical Products
Shipping Date	The date the product was shipped (before the dispute was created).	Physical Products
Shipping Company	The shipping company that delivered your customer’s order.	Physical Products
Tracking Number	The tracking ID provided by the shipping company.	Physical Products
Receipt	A receipt or invoice as proof of sale.	Physical Products
Activity Log	Server logs that prove that the customer accessed the website.	Digital Products or Services
Proof of Service	Any document proving that the service was offered to the customer or anyone linked to the customer. It can be agreements signed, tickets, and so on.	Offline Services
Service Date	The date on which the service was offered to the customer.	Offline Services