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Prepare the records before you need them

Useful transaction-linked records

  • Customer profile or account identifier used by your system
  • IP address, device, login, or authentication records where your processor permits them
  • Delivery, download, access, or usage records tied to the customer
  • Prior undisputed transactions for the same merchant-cardholder relationship, if available and eligible
  • Dates and references that let your acquirer map the records to the disputed transaction

What CE3.0 does not mean

A CE3.0 conversation may involve

  • Historical transaction evidence. Visa's public merchant FAQ describes selecting qualifying prior undisputed transactions through the acquirer process.
  • A consistent customer relationship. The records need to connect the same merchant and cardholder relationship, subject to the applicable rules.
  • Processor readiness. Your acquirer must support the path and tell you which fields and evidence it accepts.

It does not guarantee

  • Any old order. A prior transaction may not satisfy the current network and processor criteria.
  • A screenshot with no identifiers. The data must be mappable to the dispute and customer relationship.
  • A promise of reversal. Compelling evidence does not mandate a favorable decision.

Build a safe working packet

Keep private source records separate from the short reviewer-facing packet. Do not expose full PANs, secrets, or unnecessary customer history. Use the authorization evidence guide and account-history guide to choose the minimum useful records, then confirm the fields your processor requests. When the records are ready, use the chargeback response and rebuttal template and response packet guide before returning to your processor.

Organize authorization evidence