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Chargeback Evidence Pack · Guide

How should a merchant respond to a credit card dispute marked as fraud?

A fraud dispute (for example Visa 10.4 or Mastercard 4837) says the cardholder did not authorise the purchase, so delivery proof alone is not enough: you need to show the cardholder made or benefited from it. Useful evidence includes passed AVS and CVC checks, IP address and device details that match earlier orders, earlier undisputed purchases by the same customer, and messages or usage that tie the cardholder to the order. If you find signs the order really was fraudulent, accepting the dispute may be the sensible choice.

How to build a fraud dispute response

Confirm it is a fraud reason. Check the reason in your dashboard. Fraud or no-authorisation codes need identity evidence, while not-received or not-as-described codes need delivery or product evidence.
Pull the payment checks. Record whether AVS (address verification) and CVC checks passed, and whether 3D Secure authentication was used on the payment. These show the payer had the card details and billing address.
Match the customer's history. Look for earlier orders from the same customer that were not disputed. Note matching email, shipping address, IP address or device details across those orders and this one.
Show the customer received or used it. Add delivery to the cardholder's billing address, or account activity after purchase, such as logged use of a digital product or a support message about the order.
Check for compelling evidence rules. Visa has a Compelling Evidence 3.0 process for card-not-present fraud disputes that uses earlier undisputed transactions with matching details such as IP address or device ID. Ask your processor whether it supports this and what data it needs.
Decide honestly whether to respond. If the billing and shipping addresses differ, the IP is far from the billing address and the customer has no history, the order may really be fraud. Accepting can save time spent on a case the evidence does not support.

Fraud warning signs to check before you respond

Shipping address different from billing, especially a freight forwarder
Several orders with different cards from one email or IP address
Rushed shipping requests on a first order
Email or phone details that do not match the cardholder name

When a done-for-you pack helps

A done-for-you pack helps when you have the payment, IP and order records but are not sure how to present them for a fraud reason code. For merchants, we write a rebuttal for the reason code, an evidence index tying each point to a named file, paste-ready text for your processor's form, a list of any missing evidence, and a plain note on weak spots so you can decide whether to respond or accept.

US$49 all-in, one-time.
No subscription and no extra fees. Delivered by email within 12 hours of your order. Price is per dispute, with no percentage of the disputed amount.
See the Chargeback Evidence Pack · US$49

Questions

Is proof of delivery enough for a fraud chargeback?

Usually not on its own. A fraud dispute says the cardholder did not make the purchase, so delivery to some address does not answer it. Delivery to the cardholder's verified billing address helps, but pair it with AVS and CVC results, IP and device matches, earlier undisputed orders, and any contact from the customer about the order.

What if the customer says they do not recognise the charge?

Check your billing descriptor first, because customers sometimes dispute charges they do not recognise by name. If the order is genuine, show the order details, the customer's email confirmation and any later contact. Making your descriptor match your store name can reduce these disputes in future.

Does 3D Secure help with fraud disputes?

Often yes. When a payment was authenticated with 3D Secure, liability for fraud disputes can shift from the merchant to the card issuer, depending on the card network rules and the type of authentication. Check the payment details in your dashboard to see whether authentication succeeded, and ask your processor how it applies to your dispute.

Sources

Checked 2026-10-26. Policies change, so read the current version before you act.

Contact

Email james@bucket3.ai. We reply within one business day.
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