Representment is you fighting back against a chargeback; it is evidence that proves the transaction was legitimate, that you met your obligations as a supplier, and that the chargeback or dispute should be reversed. Without compelling evidence, the bank will favor the cardholder, and you will lose the funds.

Reach will promptly notify you of any chargebacks that occur. When you receive a chargeback, submit your representment evidence to Reach before the indicated deadline. Evidence is submitted to the issuing bank through Reach.

Contact Reach support if you have any questions or need assistance with the chargeback process.

Best practices for chargeback and dispute representment

To improve your success rate, use clear and concise communication, along with relevant and easy-to-understand evidence. This documentation must clearly confirm the supplier's identity, the provided goods/services, and the deliberate nature of the cardholder's purchase. Ensure your proof is user-friendly and effectively highlights key details.

Follow these guidelines to increase your chances of success:

Keep it brief and concise

Issuers and processors handle many chargebacks and prefer clear arguments that get straight to the point, long-winded explanations may be ignored. Arrange your information with bullet points, numbered lists, or clear paragraph breaks for easy reading. Use simple language avoiding technical terms the reviewer may not understand. Highlight the most important evidence that supports your case

Create a clear picture with your evidence

Present key details in an easy-to-understand way, showing their purpose. Use clear, relevant, and well-annotated evidence that confirms your identity as the supplier, the goods or services provided, and show that the customer made the purchase knowingly. Focus on the key facts and supporting evidence.

Here's an example of using simple language:

Instead of "The customer, who had previously purchased numerous items from our online store, did indeed place an order for the product in question on the aforementioned date, and the product was subsequently shipped to the address provided by the customer, which, as we have indicated, is the same address as the one listed on their account."

Use simple and direct wording like "The customer ordered the product on [Date] and we shipped it to their verified address."

Match your evidence to the reason code

Winning a chargeback dispute relies on convincing evidence that addresses the chargeback reason code. Carefully check the chargeback reason code and understand what you need to prove your case. Only include evidence that pertains to the specific reason code. Irrelevant documents can weaken your argument and consume time.

Dealing with fraud chargebacks

Fraud chargebacks are among the most challenging chargebacks to win. Carefully evaluate the strength of your evidence before challenging a fraud chargeback. Building a solid defense against a fraud chargeback can take up to 30 minutes; fighting multiple fraud chargebacks can add up quickly, with little to no reward.

Strong evidence includes AVS/CVV matches, signed authorization forms, proof of prior authorized transactions, and verified customer communication. In a fraud case, the issuing bank typically places the burden of proof on the supplier.

Accept the chargeback if you lack compelling evidence to prove the cardholder authorized the transaction, and invest in fraud prevention tools and practices to minimize future fraud chargebacks.

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Often times, simply accepting the chargeback will save you money. They are not easily won and can cost more time and effort then they are worth.

Submitting evidence through Reach

Reach will notify you when a chargeback or dispute occurs. Your evidence must be submitted before the indicated Reply Due Date.

Once you gather the evidence and submit it, Reach challenges the chargeback on your behalf. Our team will notify you of the submission, and the case status will be updated to Pending.

Gather the evidence.

The submitted evidence must strictly adhere to the following requirements to successfully challenge a chargeback or dispute.

File formats and size: PDF, JPG, and PNG are commonly accepted. Generally, files cannot exceed 19 pages and 5MB combined. Reach will notify you if your evidence doesn't meet the requirements.
Formatting guidelines: In all cases, evidence must be clear and legible, and submitted in a universally readable format (preferably English or with certified translations) to ensure the reviewer can validate the claim. Ensure documents are professionally presented. Use simple language, avoiding technical terms that may be unfamiliar to the reviewer.

Reply to our notification with your representment evidence through the channel you received it from

Be sure to include a concise rebuttal that summarizes your evidence and explains why the chargeback is invalid.

Example "The customer placed an order for a custom item and agreed to our cancellation policy. The customer violated the policy clause that states 'Custom orders cannot be cancelled after production has begun.' We are therefore contesting the chargeback as we are entitled to compensation for the work completed."

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Important
Failure to comply may result in the evidence being deemed inadmissible and rejected, potentially leading to an unfavorable outcome.

File requirements

To effectively challenge a dispute, the evidence you submit must follow the specific requirements outlined by the governing payment method. The payment service provider may have additional requirements to follow. Reach will contact you if your representment needs to be adjusted to meet these requirements.

Payment Method	File requirements
American Express	You can submit a maximum of five files per dispute case. Individual file size for documents and images must not exceed 5 MB. Total file size for all submitted files must not exceed 25 MB. Files must be in PDF, JPG, TIF, DOC, or DOCX format. Files can contain a maximum of 20 pages. Images must not exceed 300 DPI resolution.
American Express OptBlue	You can submit a maximum of five files per dispute case. Total file size for all submitted files must not exceed 1 MB. Files can contain a maximum of 20 pages. Files must not contain blank pages. The files must be in black and white.
Diners Club International (DCI)	Files must be in JPG, TIFF, or ASCII format, as the Xchange System supports.
Diners Club + Discover	Total file size for all submitted files must not exceed 3 MB.
JCB	Total file size for all submitted files must not exceed 15 MB. Files must be in PDF format.
Mastercard	Total file size for all submitted files must not exceed 14.5 MB. Files can contain a maximum of 19 pages. Raster (pixel-based) files must not exceed 300 PPI resolution. Raster (pixel-based) files must not exceed 30,000,000 pixels,
PINless (STAR, ACCEL, PULSE, NYCE)	Total file size for all submitted files must not exceed 10 MB.
Visa	Total file size for all files must not exceed 10 MB. Files must be in PDF format.

Gathering evidence

Gathering evidence is essential for supporting a dispute representment. Good evidence can include documents, emails, photos, or communication records.

To ensure the success of any representment, the evidence provided must be compelling—directly disproving the cardholder's claim—and relevant to the specific type of product and reason code.

General evidence types

A clear system for organizing evidence helps protect both suppliers and customers. Different types of evidence help confirm transactions and settle disputes. Suppliers must understand these types of evidence to handle conflicts effectively, comply with policies, and maintain customer trust.

Invoice

The invoice, a crucial piece of evidence, should leave no room for ambiguity. It must clearly describe all items ordered and customer information, such as full name and billing/shipping address.

Delivery documentation

Delivery documentation must include an address that matches the enclosed invoice (partial addresses will not be accepted). This information ensures the delivery goes to the correct recipient. Documentation should also include the shipping provider, tracking number, and delivery status to allow the issuing bank to verify.

Proof of delivery
Documentation of the customer's signature upon delivery
Tracking logs, including tracking number and shipment provider
Shipping label
Photo evidence from the carrier

Customer communication

A screenshot should display the email header, including the customer's email address (matching the invoice) and your customer service email address.

Compelling customer communication can provide key evidence of interactions where customers confirm they placed the order or are informed of the supplier's policies.

Previous undisputed order information

Previous undisputed order information is not just a tool, but a powerful ally in the verification process. It can be an invoice or a log of previous undisputed orders that match the customer information of the disputed order, including a visible matching shipping/billing address, name, email, and payment method. This information can instill confidence and provide reassurance in the decision-making process.

Fraud reports and data

Fraud reports and data help suppliers and payment processors identify and mitigate fraudulent activities. These reports usually include the following verification checks:

CVC/CVV Match: Confirm the card's presence during checkout.
AVS Match: Ensures the billing address corresponds with the cardholder's information.

You can crop or highlight the Terms of Use (TOU) to display only the relevant information to the case, proving the customer is not entitled to a refund. The supplier should have the TOU displayed at checkout, as the issuing bank will require proof that the customer agreed to the terms before placing the order.

Minimum required evidence to dispute a chargeback

Generally, the minimum required evidence to challenge a chargeback is an invoice and proof of delivery or service. The minimum required evidence may vary on a case-by-case basis, depending on the chargeback reason code included in the chargeback notification. We recommend tailoring each response to the specific reason code.

Refunding a customer during a chargeback

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Best practice
The simplest way to refund a customer during a chargeback is to reply directly to the chargeback notification and notify Reach's chargeback team that you want to "refund" or "accept" the chargeback.

Once a customer files a chargeback, the issuing bank holds the funds pending investigation.

Reach's system will prevent attempted refunds while the chargeback process is underway. This measure ensures that Reach does not refund the customer twice if the issuing bank resolves the dispute in the customer's favor and the funds are not returned to the supplier.

It's important to note that the issuing bank will not reverse chargeback fees. You will incur these fees when the issuing bank initially files the chargeback, and they remain applicable even if the customer decides to withdraw the chargeback.

Customers inquiring about refunds related to accepted disputes can be redirected to their bank. Each bank handles chargeback payouts differently, and the bank is in the best position to provide accurate and specific information about the refund process.

If you have not shipped an order but receive a chargeback or dispute, the recommended approach is to accept and refund the cardholder as there is a very low chance of winning such cases.

Chargeback outcomes

Chargeback outcomes are not guaranteed and are at the sole discretion of the cardholder's issuing bank. The issuing bank will consider evidence from both parties (buyer and seller) to determine the chargeback outcome. Despite providing compelling evidence, the issuing bank may still decide in favor of the cardholder.