Defence requirements for disputes in Vista Payments – Help Centre

The requirements for defending against disputes vary depending on the reason for the dispute. For all types of dispute, you must provide defence documents with details of transactions to help you build a strong case to challenge the dispute.

Note: Meeting the defence requirements does not guarantee that you will win.

Getting started

When you defend a dispute, you must upload one or more defence documents. The number of required documents differs per dispute type.

Specific defence document requirements

Documents must be in English.
Documents must be A4 or US letter size.
For Mastercard disputes, documents have a maximum of 19 pages.

Accepted file formats

JPG (maximum file size 10 MB)
TIFF (maximum file size 10 MB)
PDF (maximum file size 2 MB)

Warning! Ensure your defence documents do not contain sensitive information. Defence material will be refused if it contains data such as copies of passports, social security numbers, tax records, unrelated legal documents, Primary Account Numbers, and sensitive authentication data.

Mastercard documentation requirements

Goods not as described/defective

Merchandise:

Proof that the cardholder did not try to contact you to resolve the problem or returned the merchandise, such as a screenshot of an empty email or phone queue with their details filled out.
Proof that the merchandise was as described or was not damaged or defective, such as photographs.
Signed proof of delivery if the merchandise was replaced/repaired.
Email communication with the cardholder or agreements that were made.

Digital Goods:

Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
Proof that the digital goods were as described or were not damaged or defective.
Proof that the cardholder downloaded and used the digital goods.

Services:

Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.
Proof that the service was as described.
Proof that the cardholder used the service.

No cardholder authorisation

An AVS check on the address provided by the consumer/cardholder.
If applicable, include in the defence if a CVV/CVC check was performed and passed.
Proof that the cardholder has participated in the charge. This can be done by adding billing authorisation, proof of delivery to the cardholder's billing address, contracts, usage details, or other options.
An IP address that can be connected to the billing address provided by the cardholder.
Any type of verifications such as email, mobile, or other options.

Visa documentation requirements

Fraud-Card absent transaction

Merchandise:

Copy of an invoice.
Email conversation with the cardholder.
Signed proof of delivery and an AVS match.
Record of previous non-disputed payments.
Courier's GPS location proving delivery of the product.

Digital Goods:

Confirmation email.
Description of the digital goods and the date and time they were purchased and downloaded.
Record of previous non-disputed payments.
Proof that the cardholder has accessed and successfully verified the profile or account before the transaction date.
The cardholder's IP address and the geographical location of the device at the time of the transaction.
Device ID and, if available, the name of the device.
Cardholder's name and email address linked to the customer profile or the account.

Services:

Proof that you provided the service to the cardholder (confirmation email, copy of an invoice).
Date when the cardholder began using the service.
Proof that the cardholder used the service before.
Record of previous non-disputed payments.

Merchandise not received

Merchandise:

Description of the goods.
Signed proof of delivery and an AVS match.
Communication where the cardholder confirms possession of the goods.
Explanation of why the shipment was delayed (if applicable).
Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

Confirmation email.
Description of the digital goods and the date and time they were purchased and downloaded.
Record of previous non-disputed payments.
Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

Confirmation email.
Proof that the cardholder received the service at the agreed date and time.
Communication with the cardholder after the payment.
Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Cancelled recurring transaction

Merchandise:

Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (don't link to websites).
Proof that the cardholder did not return the merchandise.
Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Digital Goods:

Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (don't link to websites).
Proof that the notice of upcoming billing was sent to the cardholder 10 days before transaction.
Proof that the cardholder downloaded and used the digital goods.
Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

Proof that the cardholder received your cancellation or return policy and agreed to those at the time of the purchase, and did not cancel according to the disclosed policy. Attach the relevant policies as a screenshot or text (don't link to websites).
Proof that the services were used between the billing date and the cancellation date.
Proof that the cardholder requested cancellation for a different date and services were provided until this date.
Proof that the cardholder is still interested in the service.
Proof that the cardholder did not try to contact you to resolve the problem or cancel, such as a screenshot of an empty email or phone queue with their details filled out.

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