Compelling evidence is documents that a merchant submits with a chargeback response to prove the transaction is valid or otherwise contradict the chargeback.
Each chargeback has a reason code. The reason code determines which forms of compelling evidence the merchant should submit with the chargeback response.
Examples of compelling evidence include, but are not limited to:
- Email conversations with the customer
- Delivery confirmation
If the merchant doesn’t have the necessary compelling evidence, the chargeback shouldn’t be fought. Therefore, it is important to collect as much information as possible throughout the customer journey so compelling evidence will be available if a chargeback is issued. Compelling evidence should be efficiently organized in the merchant’s CRM or order management system so it can be easily accessed when needed.