Accepted documents to defend a Merchant dispute
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's possible that we may still request more information from you. This happens when the documents submitted so far aren't sufficient to defend your case.
Reasons why documents may not be accepted
- Document is unclear: ensure that each page is clearly visible
- Document is insufficient: documents must be accurate, and meet the requirements we outline
- View this list to see what documents are acceptable based on the reason codes
- Document not correct format: document(s) must be PDF. Document should be less than 10 MB and 20 pages
- Document not in English: you must 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. Service provided by Revolut Bank UAB, registered with Bank of Portugal under number 3504.