This tutorial explains how to defend disputed transactions in order to minimise chargebacks.

Achargebackoccurs when one of your customers successfully challenges a payment with their bank, card issuer, or payment service. Please seeherehow to avoid chargebacks.

Before a chargeback is awarded, you will have the chance to defend yourself. How this process works is describedhere.

Part of this process is supplying dispute evidence to Worldpay. Dispute evidence can be supplied when an Order is in the state INFORMATION_REQUESTED. Once the information is provided, the order state will change to INFORMATION_SUPPLIED.

Dispute evidence can include anything which might support your case and help prove that the order was genuine and wholly fulfilled. You might consider including:

  • A complete invoice including the shop name, customer name, amount, product specification, billing and delivery addresses and /or courier tracking data.
  • Proof of delivery (if applicable) showing the cardholder's signature.
  • Any additional information you may have to show that the cardholder placed the order and received the goods or services.

We are able to accept a wide range of document types - zip, doc, docx, jpg, jpeg, png, gif, tiff, pdf, txt. The maximum file size is 4MB, so if your documents are bigger try compressing them into a zip. Additionally, uploads are limited to one every 10 minutes.

Dispute evidence can be uploaded in two ways:

  • Via the Dashboard
  • Via the API

Supplying dispute evidence via the Worldpay Dashboard

When an Order is in the state INFORMATION_REQUESTED it will be possible to upload dispute evidence via the Dashboard. Please select the order from the Dashboard and click on the button "Upload Document" in the "Disputes History" section at the bottom of the order details page.

Supplying dispute evidence via the API

The same documents can also be uploaded via the API. This code sample shows how to do this:

    -H "Authorization: your-test-service-key"
    -H "Content-type: application/json"
    -X POST
    -d "{ "documentName": "fileNameWithExtension.doc",
          "documentDataInBase64": "Base 64 encoded file contents"}"

You can find an overview of all API fields in ourAPI Reference.