Disputes & chargebacks

Last updated 1 year ago

Why am I seeing a dispute?

You are likely seeing a dispute for one of the following reasons:

• Goods or services not received
• Goods or services damaged
• Fraud or unauthorized charge
• Incorrect or duplicate charge
• Canceled order or recurring services

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How long should I keep records?

We recommend keeping all transaction documentation for at least 3 years, or 5 years for healthcare related businesses.

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How do I respond to a chargeback?

Chargeback responses must be timely and sufficient evidence must be submitted. After evidence is submitted, Moov will initiate a representment on your behalf. The final decision is up to the issuer.

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What evidence can I submit for a chargeback response?

Depending on the circumstances of the dispute, you can gather evidence to submit if you decide to challenge the dispute:

• Proof of delivery
• Delivery terms
• Invoice or receipt
• Customer communication or history
• Return / refund policies or records
• Product or service description
• Proof of quality
• Proof of repair or replacement option
• Proof of authorization
• Signed agreements
• Transaction records
• Usage logs

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