Need a hand?

To defend a dispute, you have to provide us with relevant proofs that challenge the dispute. This is standard industry practice that, in order to challenge a dispute, a merchant has to provide their statement to defend their case along with relevant proofs to support that defence.

Read this document list to find out more about the appropriate evidence you should submit based on the dispute reason code.

Once documents are submitted, it is possible that we may still request more information from you. This happens when the documents submitted so far are not sufficient to defend your case. Below are some of the main reasons why we may request more info from you:

• Attached document is unclear: Review the files you had attached and ensure that each page is clearly visible
• Attached document is insufficient: Make sure that the documents you share are accurate, and in line with what is required for this reason code. Check this document list as to see what documents are permissible as proofs based on the reason codes
• Attached document is not in right format: Always attach document(s) in PDF format. File sizes should be less than 10 MB and 20 pages
• Attached document is not in English: As per scheme rules, you're required to provide documents in English. If this isn't possible, attach a letter alongside the document (in English) which summarises the case and the relevant documents

If you attach the same file that you first submitted when we request more information from you, and that document is insufficient, we may be unable to continue with your case.