What it means: 

The customer doesn’t recognize the charge appearing on their card statement. 

Required to overturn dispute: 

As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the charge.

How to respond: 

Try to get in touch with your customer. Sometimes people forget about charges they make. It’s also possible that someone they authorized to use the card – for instance, their spouse – made the charge and they were unaware of it at the time. If this is the case, ask them to let their bank know that they want to drop the dispute. Getting your customer to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email, included as customer communication), as well as the evidence below. We recommend including product descriptions for all types of disputes, but you should include additional information about your business to help identify it to the cardholder.

  • Event date: The date on which the customer received or began receiving the purchased service or event experience, in a clear human-readable format.

  • Participation documentation: Documentation showing proof that a service or event experience was provided to the customer. This could include a copy of a signed contract, work order, or other form of written agreement.

How to prevent it: 

Make sure your statement descriptor is easily recognizable to your customers (and reflects the URL they would associate with their purchase) so they can tell who charged them.