# 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

View [full article](https://support.moov.io/articles/3422602013-how-do-disputes-work-on-moov-s-platform)

## How long should I keep records?

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

View [full article](https://support.moov.io/articles/3422602013-how-do-disputes-work-on-moov-s-platform#record-keeping-for-dispute-protection-10)

## 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.

View [full article](https://support.moov.io/articles/3422602013-how-do-disputes-work-on-moov-s-platform#responding-to-a-chargeback-26)

## 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

View [full article](https://support.moov.io/articles/3422602013-how-do-disputes-work-on-moov-s-platform)