Check the merchant's evidence fits the chargeback reason
Reads a merchant's rebuttal and evidence against the dispute reason, so a mismatch goes back to the merchant in time. Your team builds the file; it decides no dispute.
Try it on this example
Dispute reason and the cardholder's claim, as the issuer sent them: Scheme reason: Cancelled recurring transaction (consumer dispute) Transaction: 14 March, EUR 64.90, GREENWAY KITCHEN BOX Cardholder's claim, from the issuer: I cancelled my Greenway Kitchen subscription in the app on 2 March and saw a screen saying it was cancelled. I was still charged on 14 March and a box I did not want arrived. I have a screenshot of the cancellation screen. I contacted the merchant by email on 15 March and got no reply.
Merchant's rebuttal letter or email: From: Customer Support, Greenway Kitchen BV To: Disputes team Subject: Chargeback case 7730-1184, rebuttal Dear Disputes team, We dispute this chargeback. The order was dispatched on 15 March and delivered on 16 March to the address on the customer's account, as the attached tracking shows. The customer received the goods and has not returned them. Our terms and conditions state that subscriptions renew every week until cancelled, and the customer agreed to these terms when signing up. Meal boxes are perishable and cannot be returned or resold. We therefore ask that the chargeback is reversed in full. Kind regards, Customer Support Greenway Kitchen BV
Text of the evidence the merchant attached
- Does the merchant's reply and evidence answer the dispute reason the cardholder's bank gave?Answers a different reason75%
- Does the merchant's reply respond to the specific facts the cardholder gives?No65%
- Does the merchant accept the chargeback, agree that the cardholder is right, or say it does not wish to contest?No97%
- Does the merchant say it has already refunded or credited the cardholder for this transaction?No87%
- Does the evidence show that the goods were delivered or the service was provided or used?Yes97%
- For a fraud reason, does the evidence point to the cardholder taking part in the transaction?Not a fraud reason100%
- Does the evidence show that the cardholder was shown and accepted the terms the merchant relies on?No85%
- Does anything in the merchant's own reply or evidence support the cardholder's claim?No70%
- Is there enough text in the merchant's reply and evidence to judge whether it answers the dispute?Yes95%
- What should the representment team do with this merchant reply?Ask the merchant for more91%
These are real answers stored from one run on this example.
The prism behind it
Check the merchant's evidence fits the chargeback reason
Fields
- Dispute reason and the cardholder's claim, as the issuer sent them
- Merchant's rebuttal letter or email
- Text of the evidence the merchant attached
Context
We are an acquirer in the EU and run a managed representment service for online merchants. When a cardholder's bank raises a chargeback, the merchant sends us a rebuttal and evidence, and our representment team builds the file for the card scheme. Each merchant reply is read before the team starts, so a reply that cannot win goes back to the merchant while there is still time, and a merchant who accepts the chargeback is not contested by mistake. The dispute field gives the scheme reason and what the cardholder said. The evidence field holds the text of the documents the merchant attached: order and delivery records, terms, account and cancellation logs, emails and chat. In general, each kind of reason needs its own evidence: - Fraud, card not present: evidence that the cardholder took part, such as strong customer authentication, earlier undisputed orders with the same card, account or device, or delivery to the cardholder's own address. Terms and conditions do not answer fraud. - Goods or services not received: proof of delivery to the cardholder's address, or proof that the service was provided or used. - Not as described or defective: evidence that the item matched its description, and what happened to any return. - Cancelled recurring transaction: evidence that the cardholder did not cancel before the charge, or used the service after the time they say they cancelled, and that the renewal terms were shown and accepted at sign-up. Proof of delivery alone does not answer a cancellation. An order confirmation, a delivery or an account summary showing the plan still active does not show that the cardholder did not cancel; that needs a cancellation log or account history. - Credit not processed: evidence that the refund was made, or that the terms shown at purchase did not allow one. - Duplicate or wrong amount: evidence that the charges were separate purchases, or that the amount was agreed. Our scheme rules lead keeps this guide in line with the card scheme rules; where it differs from them, the scheme rules win. Whether one date falls before another, and amounts and time limits, are checked by code: judge only whether evidence of the needed kind is there. These answers help the representment team. They never decide a dispute, pick a reason code, or submit or accept anything; an analyst does.
Questions
Does the merchant's reply and evidence answer the dispute reason the cardholder's bank gave? Choice
Use the guide in the context for the kind of reason in the dispute field. Judge the kind of evidence offered, not dates or amounts. Pick one option.
Does the merchant's reply respond to the specific facts the cardholder gives? Yes / No
Compare the reply with what the cardholder says in the dispute field, such as when and how they say they cancelled, what they say is missing, or what they say was wrong. Yes: The reply takes up the facts the cardholder gives and answers them. No: The reply ignores the facts the cardholder gives, or could have been sent for any dispute.
Does the merchant accept the chargeback, agree that the cardholder is right, or say it does not wish to contest? Yes / No
Count "we accept", "the customer is correct", "we will not contest", "please process the refund", and admitting the fault the cardholder describes, anywhere in the reply or the evidence. Yes: The merchant accepts the chargeback or agrees with the cardholder, in any words. No: The merchant contests the chargeback throughout.
Does the merchant say it has already refunded or credited the cardholder for this transaction? Yes / No
Count a refund, a credit to the card, a voucher accepted in place of a refund, and a replacement accepted by the cardholder, when the merchant says it has been given. Yes: The merchant says a refund or credit for this transaction has been given. No: The merchant says no refund was given, or says nothing about one.
Does the evidence show that the goods were delivered or the service was provided or used? Yes / No
Count a carrier tracking record showing delivery, a signed delivery note, a record of the cardholder logging in, downloading or using the service, and a record of attendance at a booking. The merchant saying so without a record does not count. Yes: A record in the evidence shows delivery, provision or use. No: The evidence has no such record.
For a fraud reason, does the evidence point to the cardholder taking part in the transaction? Choice
Answer only for a fraud reason in the dispute field. Count strong customer authentication, earlier undisputed orders with the same card, account or device, and delivery to the cardholder's own address, when the evidence shows them.
Does the evidence show that the cardholder was shown and accepted the terms the merchant relies on? Yes / No
Count a sign-up or checkout record showing the terms were displayed and accepted, such as a ticked box with a time, or a confirmation email that states the terms. Yes: The evidence shows the cardholder was shown and accepted the terms the merchant relies on. No: The merchant quotes terms without a record that the cardholder saw or accepted them, or relies on no terms.
Does anything in the merchant's own reply or evidence support the cardholder's claim? Yes / No
Count a record in the merchant's own material of what the cardholder says happened: a cancellation request, a return received, a complaint about the item, a delivery marked failed or returned, or a refund promised. Code compares any dates. Yes: The merchant's own reply or evidence contains a record that supports the cardholder's claim. No: Nothing in the merchant's material supports the cardholder's claim.
Is there enough text in the merchant's reply and evidence to judge whether it answers the dispute? Yes / No
Yes: The reply and the evidence text say enough about what the merchant relies on to judge it. No: The reply only says "see attached" and the evidence field is empty, holds file names only, or is unreadable.
What should the representment team do with this merchant reply? Choice
Suggest the next step for the analyst, who decides. Nothing is submitted, withdrawn or accepted on these answers alone.
Lens columns
answers_reason, answers_reason_probability, responds_to_claim_details, responds_to_claim_details_probability, accepts_liability, accepts_liability_probability, refund_already_given, refund_already_given_probability, delivery_or_use_shown, delivery_or_use_shown_probability, participation_evidence, participation_evidence_probability, terms_shown_and_accepted, terms_shown_and_accepted_probability, evidence_supports_cardholder, evidence_supports_cardholder_probability, enough_information, enough_information_probability, suggested_step, suggested_step_probability
Run it on your own text
Add this prism in the app, change any question, and test it on a file of your own.