ZocumentsOn this page
| Transaction | Records to inspect first | Do not overclaim |
|---|---|---|
| Card present: chip or tap | POS entry mode, terminal record, receipt, authorization result | A chip read is not a complete identity proof |
| Card present: keyed or swiped | Receipt, authorization, staff notes, terminal result | A signature alone may not answer a fraud claim |
| Card not present: online checkout | AVS/CVV results, 3-D Secure, account history, IP/device, order and delivery records | A matching IP or device is not the same as cardholder admission |
| Digital account purchase | Login, download, access, and customer communication records | An access log must be tied to the disputed transaction |
For an in-person transaction
Gather the transaction trail
- Receipt showing date, amount, and items or service
- POS record showing how the payment was captured
- Terminal or authorization record available from your processor
- Staff or appointment record connecting the sale to the customer
- Any pickup, delivery, or service-completion record
- Customer communication about the transaction or later issue
For an online transaction
Use the authorization evidence guide for payment checks and account-history evidence for digital records. Pair those signals with what happened after payment: fulfillment, delivery, account access, or support. The strongest packet answers both “was this payment authorized?” and “what did this customer do with the purchase?”
Route the case by the claim, not the technology
If the customer says they never made the purchase, lead with authorization and identity-linked records. If they recognize the purchase but dispute delivery or quality, use the corresponding reason guide. Do not bury a non-fraud answer under a pile of fraud signals.
