Disputes & chargebacks

Why am I seeing a dispute?

You are likely seeing a dispute for one of the following reasons:

• Goods or services not received

• Goods or services damaged

• Fraud or unauthorized charge

• Incorrect or duplicate charge

• Canceled order or recurring services

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How long should I keep records?

We recommend keeping all transaction documentation for at least 3 years, or 5 years for healthcare related businesses.

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How do I respond to a chargeback?

Chargeback responses must be timely and sufficient evidence must be submitted. After evidence is submitted, Moov will initiate a representment on your behalf. The final decision is up to the issuer.

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What evidence can I submit for a chargeback response?

Depending on the circumstances of the dispute, you can gather evidence to submit if you decide to challenge the dispute:

• Proof of delivery

• Delivery terms

• Invoice or receipt

• Customer communication or history

• Return / refund policies or records

• Product or service description

• Proof of quality

• Proof of repair or replacement option

• Proof of authorization

• Signed agreements

• Transaction records

• Usage logs

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