This article lists down all the supporting documents that you can use as evidence to counter the disputes raised by the guest.

Important: Zenoti Payments accepts only one document as evidence for a dispute. If you have multiple documents as evidence, take a photocopy of all the evidences on a single sheet of paper and upload the same.

  1. Fraudulent transaction on saved cards: You must provide information that will help identify whether the transaction is a fraudulent one or not. Provide the following as evidence:
    a. Copy of invoice
    b. Confirmation email
    c. Record of previous non-disputed payments
    d. Evidence of the cardholder being your customer
    e. Evidence of account verification before a transaction
  2. Fraudulent in-store transaction: You must provide information that will help identify whether the transaction is a fraudulent one or not. Provide the following as evidence:
    a. Copy of a (signed) transaction receipt or the invoice.
  3. Duplicate processing: You must provide information that will help identify whether the transaction is a duplicate one or not. Provide the following as evidence:
    a. Copy of invoice of two separate orders
    b. Proof that no other form of payment was used.
  4. Services not provided: You must provide information that will help identify the transaction. Provide the following as evidence:
    a. Copy of invoice
    b. Confirmation email
    c. Record of previous non-disputed payments
    d. Proof that cardholder received the service at the agreed date and time.
  5. Canceled merchandise: Provide the following as evidence:
    a, Copy of invoice
    b. Confirmation email
    c. Proof that cardholder received your cancelation or return policy and did not            cancel according to the disclosed policy
    d. Proof that cardholder has not contacted you to cancel the service
  6. Canceled recurring transaction: Provide the following as evidence:
    a. Proof that cardholder received your cancelation or return policy and did
         not cancel according to the disclosed policy.
    b. Proof that notice of upcoming billing was sent to cardholder before
         the transaction
    c. Proof that the services were used between the billing date and the
        cancellation date.
    d. Proof that the cardholder requested cancellation for a different date
        and services were provided until this date.
  7. Goods not as described:  Provide the following as evidence:
    a. Proof that cardholder has not contacted you to solve the issue.
    b. Evidence to prove that the item was as described.
  8. Counterfeit merchandise: Provide the following as evidence:
    a. Copy of invoice
    b. Certificate of authenticity
  9. Misrepresentation of purchased goods: Provide the following as evidence:
    a. Proof that your Terms and Conditions were clearly communicated before
        the transaction was processed.
    b. Proof that cardholder acknowledged your Terms and conditions (for example,
        a screenshot of the check-out page of your website where it is visible
        that cardholder accepted the T&C by clicking a checkbox before proceeding
        to payment).
  10. All other disputes/ Request for Information (RFI): Provide the following as evidence:
    a. Copy of invoice
    b.Copy of a (signed) transaction receipt (if available)
    c. Confirmation email
    d. Any other supporting documents

See Also
Zenoti Payments - Disputes Overview

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