When a buyer opens a dispute, the seller can defend themselves to prevent the dispute from being validated.
To defend themselves, it is essential to present documentation that proves the legitimacy of the transaction and refutes the reasons alleged by the buyer or bank for opening the dispute. The documentation should be comprehensive and in line with the nature of the dispute.
Below, we highlight some examples of documentation that can be used in different scenarios:
In-Person Sales
- Documents indicating participation or affiliation;
- Documents proving that the customer received the product or used the service;
- Proof of sale (printed by the point of sale system or generated after the sale);
- Detailed sales policy, including information on cancellations, exchanges, or returns.
Remote Sales (E-Commerce and Keyed-In Sales)
- Evidence that the purchase was made through a registered account with a password, on a registered device or IP address;
- Sale confirmation email;
- Detailed sales policy;
- Proof of delivery of the product or provision of the service with a signature;
- Documents proving that the cardholder was informed of and accepted the sales and cancellation policies;
- Invoice for the product or service;
- Proof of cancellation or refund of the sale.
Travel Agencies
- Boarding pass containing the identification of the cardholder or third parties;
- If the charged amount refers to an additional charge related to the disputed amount, send documents proving the reason for the charge;
- Passenger document proving affiliation with the cardholder;
- Document of the airline ticket issuance containing the cardholder's details (email or address).
By presenting the necessary documentation clearly and objectively, the merchant increases their chances of obtaining a favorable resolution in the dispute. At Primefy, we are available to assist our merchants in this process, providing additional guidance and support in case of any doubts during the defense.
Good to know: The mentioned documentation must be submitted in PDF format, containing a maximum
of 10 pages, with the title being the sales number. Documentation outside this format will not be accepted.
We are committed to ensuring that our merchants have a safe and reliable experience in all their transactions. In case of a dispute, count on us to offer support and find the best solution for all parties involved.
To present your defense, you must use Primefy's official service channels, following the guidelines regarding the necessary documentation for the case resolution. Please contact us for further assistance.