Product not received · chargeback
Delivery or fulfillment record
Exhibit A — Delivery recordTrying to establish: Establish whether the physical order reached the address, pickup point, or handoff connected to the disputed transaction.
Examples- Carrier delivered scan with date and destination
- Signature, pickup, locker, or handoff record
- Order and fulfillment record tying the shipment to the transaction
Can support- The order was fulfilled and the available delivery record connects it to the transaction and delivery destination.
Does not establish- It does not by itself establish that the customer personally received the parcel, that the item matched the listing, or that no later refund was due.
Product not received · chargeback
Access, usage, or service-completion record
Exhibit A — Access or completion recordTrying to establish: Establish whether digital access, a service, or another non-physical deliverable was provided as agreed.
Examples- Login, download, activation, or access log
- Appointment attendance or service-completion record
- Timestamped delivery message tied to the customer account
Can support- The requested digital or service deliverable was made available or completed at a recorded time for the relevant account or customer.
Does not establish- It does not by itself establish that the customer used the service, understood the terms, or received a satisfactory outcome.
Not as described · chargeback
Original listing, scope, or accepted terms
Exhibit A — Original representationTrying to establish: Establish what the customer was shown or promised at the time of purchase and compare it with what was delivered.
Examples- Listing or product-page snapshot from the purchase period
- Order confirmation showing selected options
- Signed scope, service description, or accepted terms
Can support- The record shows the representation or scope that applied to this transaction.
Does not establish- It does not by itself establish that the delivered item or service matched the representation; a listing is not proof of fulfillment or condition.
Not as described · chargeback
Remedy, return, replacement, or refund record
Exhibit C — Remedy recordTrying to establish: Establish how the merchant responded to the reported mismatch, defect, or service problem.
Examples- Return or replacement offer and customer response
- Refund or partial-credit confirmation
- Support exchange showing troubleshooting or resolution steps
Can support- The merchant offered, completed, or discussed a concrete remedy connected to the reported issue.
Does not establish- It does not by itself establish that the original item or service was as described, or that the customer accepted the proposed remedy.
Unauthorized · chargeback
Payment verification or authentication record
Exhibit A — Payment verificationTrying to establish: Establish which transaction, authentication, and risk signals are actually connected to the disputed payment.
Examples- AVS, CVV, 3-D Secure, or processor risk result
- Signed receipt or card-present verification
- Authorization response and transaction identifiers
Can support- The payment passed or returned the recorded verification/authentication result shown in the processor data.
Does not establish- It does not by itself identify the person who used the payment instrument or prove the transaction was authorized by the cardholder.
Unauthorized · chargeback
Account, delivery, or customer-relationship record
Exhibit B — Transaction relationship recordTrying to establish: Establish whether the disputed transaction is connected to a customer account, delivery destination, prior activity, or communication.
Examples- Account history and login/device events
- Delivery to a transaction-linked address or pickup identity
- Customer message about the order or service
Can support- The record shows a transaction-linked relationship or activity surrounding the purchase.
Does not establish- It does not by itself prove the cardholder made the purchase, establish intent, or qualify the transaction for a network-specific program.
Duplicate charge · chargeback
Side-by-side transaction records
Exhibit A — Transaction comparisonTrying to establish: Establish whether the two payment records represent separate purchases, a temporary authorization and capture, or one charge processed twice.
Examples- Two invoices or order records with distinct identifiers
- Authorization, capture, settlement, and timestamp details
- Receipt showing different items, quantities, or services
Can support- The records let a reviewer compare the amount, date, identifiers, and goods/services for each payment.
Does not establish- It does not by itself establish that the customer intended both charges, or resolve a duplicate if the records are not tied to the same customer and payment flow.
Duplicate charge · chargeback
Void, refund, adjustment, or settlement record
Exhibit C — Void, refund, or adjustmentTrying to establish: Establish whether an apparent second charge was an authorization hold, was voided, or was already refunded or adjusted.
Examples- Void or reversal confirmation
- Refund ID and destination
- Settlement or capture record showing whether the second amount posted
Can support- The processor record shows what happened to the additional authorization or payment after the apparent duplicate.
Does not establish- It does not by itself prove which transaction the customer disputes or that a refund was received by the cardholder.
Credit not processed · chargeback
Refund or credit record
Exhibit A — Refund or credit recordTrying to establish: Establish whether a refund or credit was due and whether it was actually issued, when, for how much, and to which payment destination.
Examples- Processor refund confirmation with ID and date
- Store-credit or partial-refund record
- Settlement or ledger entry showing the credit destination
Can support- The record shows the merchant's recorded refund or credit action and its transaction-linked details.
Does not establish- It does not by itself prove the customer received or recognized the credit, or that the original charge was not otherwise eligible for a dispute.
Credit not processed · chargeback
Policy, return, cancellation, or support timeline
Exhibit B — Return, cancellation, and refund timelineTrying to establish: Establish why a refund or credit was or was not due after a return, cancellation, or other agreed remedy.
Examples- Policy excerpt shown at checkout
- Return receipt or cancellation timestamp
- Support communication explaining the refund decision
Can support- The records explain the applicable terms and the timeline of the customer's return, cancellation, or refund request.
Does not establish- It does not by itself prove that the policy was presented, accepted, followed, or that a promised refund was processed.
Cancelled or recurring subscription · chargeback
Accepted subscription terms and renewal record
Exhibit A — Subscription terms and renewal noticeTrying to establish: Establish what recurring billing terms the customer accepted and what notice or renewal information applied to the disputed charge.
Examples- Checkout terms or subscription agreement
- Trial and renewal notice
- Plan, price, cadence, and account-status record
Can support- The record shows the billing arrangement and the terms or notices associated with the recurring charge.
Does not establish- It does not by itself establish that the customer could find the terms, that the subscription was still active on the charge date, or that cancellation was unavailable.
Cancelled or recurring subscription · chargeback
Cancellation, access, usage, or support timeline
Exhibit B — Cancellation and account timelineTrying to establish: Establish when the customer cancelled, whether access or usage continued, and what happened before or after the disputed renewal.
Examples- Cancellation event with timestamp and account status
- Login, download, appointment, or usage record
- Customer communication about cancellation or refund
Can support- The timeline connects the cancellation or continued use to the account and disputed billing period.
Does not establish- It does not by itself prove that a cancellation request was impossible to complete, that continued access was intentional, or that no refund was due.
Unauthorized · chargeback
Prior undisputed transaction and relationship records
Exhibit D — Prior relationship records (Visa CE3.0 review)Trying to establish: If the live Visa case and acquirer support the program, establish the transaction-linked relationship and qualifying prior activity required for a CE3.0 path.
Examples- Prior undisputed transaction references
- Customer or account identifier linking activity
- IP, device, authentication, access, or delivery data where the acquirer accepts it
Can support- The records can document a consistent merchant-customer relationship and prior activity for acquirer review.
Does not establish- It does not by itself qualify the case for Visa CE3.0, prove the same person used the card, or guarantee a favorable network outcome.
Verified Visa noteConfirm with the acquirer that the case, transaction, and available historical records are eligible for the CE3.0 path and fields it accepts.
Visa CE3.0 is an acquirer-mediated network process, not a universal merchant form; eligibility and required fields depend on the live case and applicable rules.
Pre-arbitration · pre arbitration
Escalation notice, original response, and change log
Exhibit A — Pre-arbitration notice and response deltaTrying to establish: Establish what changed after the first response and answer the new notice without losing the strongest transaction-linked exhibits.
Examples- Current pre-arbitration notice and deadline
- Original response and exhibit index
- New claim, fact, or record that directly addresses the escalation
Can support- The packet lets the reviewer compare the earlier response with the new stage, claim, or evidence request.
Does not establish- It does not establish that every processor offers the same pre-arbitration path, that the merchant has a second appeal, or that repeating the first packet will resolve the case.
Pre-compliance · pre compliance
Rule notice, transaction record, and documented impact
Exhibit A — Visa pre-compliance notice and rule responseTrying to establish: For a live Visa pre-compliance matter, establish the alleged rule condition, the transaction facts, and the loss or remedy relevant to the notice.
Examples- Visa or acquirer notice identifying the rule issue
- Transaction and processing records
- Records addressing the alleged violation and documented loss or remedy
Can support- The records organize the facts and response around the specific Visa rule issue identified in the live notice.
Does not establish- It does not by itself establish a Visa rule violation, satisfy the network's filing requirements, or predict the outcome of a compliance case.
Verified Visa noteUse the exact Visa/acquirer notice to identify the rule condition, response path, deadline, and records requested.
Pre-compliance is a network rule-violation process distinct from an ordinary cardholder chargeback; the acquirer and live Visa notice control.
Zocuments
