Prepare Evidence for a Payment Dispute Challenge

With Clio Payments, you can prepare evidence for a payment dispute challenge in Clio Manage, meeting the file requirements every dispute requires and the documents your specific dispute reason calls for. Meeting these requirements the first time and matching your documentation to the dispute reason keeps your firm's challenge from being rejected on a technicality. Well-prepared, well-matched evidence gives the issuing bank what it needs to rule in your firm's favour.

Prepare your supporting documents

Follow these requirements when preparing evidence for any dispute challenge:

• File size: All uploads combined stay within 4.5 MB.
• File format: Submit files as PDF, and submit screenshots as JPG. Keep PDF files unlocked and avoid PDF portfolios so the files stay accessible. Video, audio, zip files, and links to external storage such as Google Drive or Dropbox are not accepted.
• Number of pages: For Mastercard disputes, submit up to 19 pages. For all other cards, submit up to 50 pages per file. Each screenshot counts as one page.
• Language: Submit all documents in English.

Match evidence to the dispute reason

Each dispute reason in the notification email calls for a different set of documents.

Fraudulent

The cardholder alleges they did not authorise the transaction, which can indicate identity theft or unauthorised access. Submit:

• Retainer agreement: a signed agreement outlining services.
• Authorisation records: email confirmation from the client approving the charge.
• Transaction data: IP address logs and location data from the transaction, which Clio's Chargebacks Team can provide.
• Service proof: correspondence detailing the services provided, such as case updates or meeting notes.

Services or product not received

The cardholder claims they did not receive the services they paid for. Submit:

• Detailed invoice: an itemised invoice showing services rendered, including dates and descriptions.
• Correspondence: emails confirming service delivery, such as confirmation of meetings or court appearances.
• Milestone confirmation: documentation of achieved milestones, such as filed motions or submitted documents.

Services or product unacceptable

The cardholder claims the service was not as expected or as agreed with the firm. Submit:

• Document copies: a detailed retainer agreement specifying the scope of services.
• Client communications: email threads discussing service expectations and deliverables, along with any communications from the client about their concerns with the services provided.
• Feedback and reviews: client feedback forms or surveys indicating satisfaction or dissatisfaction.
• Amendment evidence: records of revisions made based on client feedback.

Cancelled recurring transaction

The cardholder claims they cancelled a recurring payment but were still charged. Submit:

• Terms and conditions: a document outlining the cancellation policies associated with the service.
• Payment history: detailed records of all payments made, highlighting the charges leading up to the cancellation.
• Justification for continued charges: evidence that a service was provided before the recurring transaction, or another justification for the continued charges.

Duplicate charge

The cardholder states they were charged twice for the same service. Submit:

• Invoice records: copies of invoices showing both charges, including timestamps and amounts, and showing that the charges were for separate services or expenses.
• Communication logs: email exchanges with the client addressing the supposed duplicate charge and clarifying any misunderstanding.
• Refund records: if a duplicate charge did occur and a refund was already processed, evidence of the refund, including confirmation emails.

Credit not processed

The cardholder claims they were promised a refund but did not receive it. Submit:

• Refund documentation: copies of refund transactions with the date and amount, or emails confirming the refund process and expected timeline, when a refund or partial refund was processed.
• Transaction history: detailed transaction logs showing the original charge alongside the refunded amount, when a refund or partial refund was processed.
• Refund policy: the cancellation or refund policy provided to the cardholder before payment, and an explanation of why they are not entitled to a refund.

Processing errors

The cardholder encountered problems during payment processing or service access. Submit:

• Error logs: screenshots of error messages encountered during the payment process or service access.
• Communication records: documentation of client communications about the issues and any troubleshooting steps taken.
• Support documentation: records of technical support provided to the client, including timestamps and resolution notes.

Up next

Payment Refunds: Issue full or partial refunds for completed Clio Payments transactions.