Evidence Glossary

Contract Page

Description:
Upload a file uploaded to S3 representing a page of the merchant's contract with the customer
Format:

{
  "evidenceType": "CONTRACT_PAGE",
  "filePath": "s3://dispute-evidence/contractPage.pdf"
}

Proofs Of Refund

Description:
Upload a file uploaded to S3 containing refund documents and related evidence
Format:

{
  "evidenceType": "PROOF_OF_REFUND",
  "filePath": "s3://dispute-evidence/proofOfRefund.pdf"
}

Proofs Of Refund (Data Points)

Key: proofsOfRefund
Description:
Array of objects describing refunds issued to the customer.
Format:

[
  {
    "refundTransactionId": "String",
    "refundAmount": "Number",
    "refundCurrency": "String",
    "refundDate": "String (YYYY-MM-DD)",
    "refundAuthorizationCode": "String",
    "refundChargeId": "String",
    "replacementItems": ["Array"]
  }
]

Example:

[
  {
    "refundTransactionId":"ABC123",
    "refundAmount":105.55,
    "refundCurrency":"USD",
    "refundDate":"2015-06-12",
    "refundAuthorizationCode":"B44233",
    "refundChargeId":"111111111",
    "replacementItems":["Item XYZ","Item ABC"]
  },
  {
    "refundTransactionId":"ABC124",
    "refundAmount":25.50,
    "refundCurrency":"USD",
    "refundDate":"2024-01-18"
  }
]

Proofs Of Delivery

Description:
Upload a file uploaded to S3 containing delivery documents and related evidence
Format:

{
  "evidenceType": "PROOF_OF_DELIVERY",
  "filePath": "s3://dispute-evidence/proofOfDelivery.pdf"
}

Proofs Of Delivery (Data Points)

Key: proofsOfDelivery
Description:
Array of objects with delivery details and tracking information.
Format:

[
  {
    "trackingNumber": "String",
    "carrier": "String",
    "date": "String (YYYY-MM-DD)",
    "deliveryStatus": "String",
    "didCustomerSignForDelivery": "Boolean",
    "location": "String"
  }
]

Example:

[
  {
    "trackingNumber":"123456",
    "carrier":"UPS",
    "date":"2022-11-15",
    "deliveryStatus":"Delivered",
    "didCustomerSignForDelivery":false,
    "location":"123 Main St, City, State 12345"
  },
  {
    "trackingNumber":"1Z987654321",
    "carrier":"FedEx",
    "date":"2024-01-22"
  }
]

Customer Correspondences

Description:
Upload a file uploaded to S3 containing communication with the buyer showing they were aware of the purchase or that any service issue was addressed.
Format:

{
  "evidenceType": "CUSTOMER_CORRESPONDENCE",
  "filePath": "s3://dispute-evidence/customerEmail.pdf"
}

Customer Correspondences (Data Points)

Key: customerCorrespondences
Description:
Array of objects describing merchant-customer communication, demonstrating customer awareness of the purchase or resolution of service issues.
Format:

[
  {
    "contactId": "String",
    "contactReason": "String",
    "contactDescription": "String",
    "contactDateTime": "String (YYYY-MM-DD)"
  }
]

Example:

[
  {
    "contactId":"contact-123",
    "contactReason":"CANCELING",
    "contactDescription":"Customer called to cancel the order",
    "contactDateTime":"2022-11-15"
  },
  {
    "contactId":"contact-124",
    "contactReason":"OTHER",
    "contactDescription":"Customer asked about delivery status, confirmed address and provided tracking information.",
    "contactDateTime":"2024-01-12"
  }
]

Proof of Order Replacement

Description:
Upload a file uploaded to S3 containing proof the order was repaired or replaced.
Format:

{
  "evidenceType": "PROOF_OF_ORDER_REPLACEMENT",
  "filePath": "s3://dispute-evidence/replacementOrder.pdf"
}

Proofs of Replacement (Data Points)

Key: proofsOfReplacement
Description:
Array of objects describing order replacements issued to the customer.
Format:

[
  {
    "replacementId": "String",
    "replacementCurrency": "String",
    "replacementAmount": "Number",
    "replacementDate": "String (YYYY-MM-DD)",
    "replacementItems": ["Array"],
    "shippingCarrier": "String",
    "replacementTrackingNumber": "String"
  }
]

Example:

[
  {
    "replacementId":"REP-123456",
    "replacementCurrency":"USD",
    "replacementAmount":105.55,
    "replacementDate":"2022-11-15",
    "replacementItems":["Item XYZ","Item ABC"],
    "shippingCarrier":"UPS",
    "replacementTrackingNumber":"123456"
  },
  {
    "replacementId":"REP-123457",
    "replacementDate":"2024-01-28",
    "replacementItems":["Product A - Size L"]
  }
]

Proofs of Credit Balance (Data Points)

Key: proofsOfCreditBalance
Description:
Array of objects describing credit balance applications to customer accounts.
Format:

[
  {
    "appliedDate": "String (YYYY-MM-DD)",
    "currency": "String",
    "amount": "Number"
  }
]

Example:

[
  {
    "appliedDate":"2022-11-15",
    "currency":"USD",
    "amount":105.55
  },
  {
    "appliedDate":"2024-02-01",
    "currency":"USD",
    "amount":25.99
  }
]

Proof of Recurring Agreement Notice

Description:
Upload a file uploaded to S3 containing documentation showing that the buyer was properly notified about recurring billing terms and conditions before the initial transaction.
Format:

{
  "evidenceType": "PROOF_OF_RECURRING_AGREEMENT_NOTICE",
  "filePath": "s3://dispute-evidence/recurringNotice.pdf"
}

Acceptance of Recurring Billing Agreement

Description:
Upload a file uploaded to S3 containing evidence that the buyer explicitly accepted and agreed to recurring billing charges, including screenshots or confirmations of their consent.
Format:

{
  "evidenceType": "ACCEPTANCE_OF_RECURRING_BILLING_AGREEMENT",
  "filePath": "s3://dispute-evidence/billingAcceptance.pdf"
}

Proof of Requested Cancellation

Description:
Upload a file uploaded to S3 containing documentation showing that the buyer requested cancellation of their subscription or recurring service, including cancellation requests and confirmations.
Format:

{
  "evidenceType": "PROOF_OF_REQUESTED_CANCELLATION",
  "filePath": "s3://dispute-evidence/cancellationRequest.pdf"
}

Proof of Possession or Usage

Description:
Upload a file uploaded to S3 containing documentation showing the buyer has received their purchase (e.g email with the purchased service/items/tickets, proof email was opened, proof the goods were downloaded, at what IP).
Format:

{
  "evidenceType": "PROOF_OF_POSSESSION_OR_USAGE",
  "filePath": "s3://dispute-evidence/downloadLog.pdf"
}

Social Network Reputation

Description:
Upload a file uploaded to S3 containing confirmation of the buyer's contact information (e.g. email or phone number) on social media platforms. Forter pulls such data from LinkedIn, GooglePlus, Twitter, and Facebook, but doesn't cover all sources (such as Skype, Truecaller, Instagram, etc).
Format:

{
  "evidenceType": "SOCIAL_NETWORK_REPUTATION",
  "filePath": "s3://dispute-evidence/socialMediaVerification.pdf"
}

Proof of Residence

Description:
Upload a file uploaded to S3 containing confirmation of the buyer's (shipping) address on reverse address search engines.
Format:

{
  "evidenceType": "PROOF_OF_RESIDENCE",
  "filePath": "s3://dispute-evidence/addressVerification.pdf"
}

Invoice

Description:
Upload a file uploaded to S3 containing the invoice of the current purchase.
Format:

{
  "evidenceType": "INVOICE",
  "filePath": "s3://dispute-evidence/invoice.pdf"
}

Email Confirmation

Description:
Upload a file uploaded to S3 containing the email confirming the details of the purchase.
Format:

{
  "evidenceType": "EMAIL_CONFIRMATION",
  "filePath": "s3://dispute-evidence/emailConfirmation.pdf"
}

Passenger/Customer Details

Description:
Upload a file uploaded to S3 containing details of the passengers in the purchased flight.
Format:

{
  "evidenceType": "PASSENGER_OR_CUSTOMER_DETAILS",
  "filePath": "s3://dispute-evidence/passengerDetails.pdf"
}

Flight Manifest

Description:
Upload a file uploaded to S3 containing a list of the passengers in the flight.
Format:

{
  "evidenceType": "FLIGHT_MANIFEST",
  "filePath": "s3://dispute-evidence/flightManifest.pdf"
}

Hotel No Show Policy

Description:
Upload a file uploaded to S3 containing documentation of "no-show" or cancellation fee policy.
Format:

{
  "evidenceType": "HOTEL_NO_SHOW",
  "filePath": "s3://dispute-evidence/noShowPolicy.pdf"
}

Authentication Certificate

Description:
Upload a file uploaded to S3 containing the authentication certificate associated with the purchased item.
Format:

{
  "evidenceType": "AUTHENTICATION_CERTIFICATE",
  "filePath": "s3://dispute-evidence/authCertificate.pdf"
}

Terms and Conditions

Description:
Upload a file uploaded to S3 containing Terms & Conditions highlights focusing on refunds, cancellations, replacements and returns.
Format:

{
  "evidenceType": "TERMS_AND_CONDITIONS",
  "filePath": "s3://dispute-evidence/termsAndConditions.pdf"
}

User Accepted Terms and Conditions

Description:
Upload a file uploaded to S3 containing a screenshot of the stage in the purchase or signup flow, where the buyer agrees to the T&Cs.
Format:

{
  "evidenceType": "USER_TERMS_AND_CONDITION_ACCEPTANCE",
  "filePath": "s3://dispute-evidence/termsAcceptance.pdf"
}

Customer Identification Verification (KYC)

Description:
Upload a file uploaded to S3 containing proof the buyer completed a verification process (by sending their ID, driver's license, passport and/or payment method, etc).
Format:

{
  "evidenceType": "CARDHOLDER_VERIFICATION_DOCUMENT",
  "filePath": "s3://dispute-evidence/kycVerification.pdf"
}

Related Invoice History

Description:
Upload a file uploaded to S3 containing invoices of past transactions made by the same buyer (specifically relevant for recurring transaction chargeback reason).
Format:

{
  "evidenceType": "RELATED_INVOICE_HISTORY",
  "filePath": "s3://dispute-evidence/invoiceHistory.pdf"
}

Held in Customs

Description:
Upload a file uploaded to S3 containing documentation showing the purchase is in customs, awaiting further action by the buyer.
Format:

{
  "evidenceType": "PURCHASE_HELD_IN_CUSTOMS",
  "filePath": "s3://dispute-evidence/customsNotice.pdf"
}

Delay Disclosure

Description:
Upload a file uploaded to S3 containing documentation you notified the buyer of possible delays or itinerary changes (due to extreme weather or special circumstances).
Format:

{
  "evidenceType": "DELAY_DISCLOSURE",
  "filePath": "s3://dispute-evidence/delayNotification.pdf"
}

Recurring Billing Agreement

Description:
Upload a file uploaded to S3 containing documentation showing the buyer agreed to a subscription-based charge (specifically relevant for recurring transaction or duplicate charge chargeback reasons).
Format:

{
  "evidenceType": "RECURRING_BILLING_AGREEMENT",
  "filePath": "s3://dispute-evidence/subscriptionAgreement.pdf"
}

Buyer Review Survey

Description:
Upload a file uploaded to S3 containing an online review/survey regarding the purchase with no mention of a service issue.
Format:

{
  "evidenceType": "BUYER_REVIEW_SURVEY",
  "filePath": "s3://dispute-evidence/buyerReview.pdf"
}

Subscription Details (Data Points)

Key: subscriptionDetails
Description:
Array of objects describing subscription details and billing information.
Format:

[
  {
    "isRecurringCharge": "Boolean",
    "billingAgreementPolicy": "String"
  }
]

Example:

[
  {
    "isRecurringCharge":false,
    "billingAgreementPolicy":"Customer can cancel anytime before the next billing cycle"
  },
  {
    "isRecurringCharge":true,
    "billingAgreementPolicy":"Annual subscription with 30-day notice for cancellation"
  }
]

Proofs of Pickup (Data Points)

Key: proofsOfPickup
Description:
Array of objects describing pickup details and confirmation information.
Format:

[
  {
    "status": "String",
    "pickupDate": "String (YYYY-MM-DD)",
    "providedIdentityVerificationMethods": ["Array"]
  }
]

Example:

[
  {
    "status":"NOT_PICKED_UP",
    "pickupDate":"2022-11-15",
    "providedIdentityVerificationMethods":["ORDER_NUMBER"]
  },
  {
    "status":"PICKED_UP",
    "pickupDate":"2024-01-20",
    "providedIdentityVerificationMethods":["PERSONAL_ID","ORDER_NUMBER"]
  }
]

Airline Ticket Numbers (Data Points)

Key: airlineTicketNumbers
Description:
Array of airline ticket numbers for the order.
Format:

[
  "String",
  "String",
  ...
]

Example:

[
  "1234567890123",
  "1234567890124",
  "1234567890125"
]

Reservation IDs (Data Points)

Key: reservationIds
Description:
Array of reservation IDs for the order.
Format:

[
  "String",
  "String",
  ...
]

Example:

[
  "RES-ABC123",
  "RES-DEF456",
  "RES-GHI789"
]

Items Held in Customs (Data Points)

Key: itemsHeldInCustoms
Description:
Array of item names being held in customs.
Format:

[
  "String",
  "String",
  ...
]

Example:

[
  "Electronics - Smartphone",
  "Clothing - Winter Jacket",
  "Books - Programming Manual"
]

Fedex Account Number (Data Points)

Key: fedexAccountNumber
Description:
FedEx account number associated with the order's shipments. When provided, Forter uses an account number together with the FedEx tracking number to retrieve a richer Proof-of-Delivery PDF (with recipient address). FedEx-only.
Format:

[
  "String"
]

Example:

[
  "123456798"
]

Other

Description:
Upload a file uploaded to S3 containing any additional documentation or notes related to the purchase.
Format:

{
  "evidenceType": "OTHER",
  "filePath": "s3://dispute-evidence/additionalEvidence.pdf"
}

Other (Data Points)

Key: Other
Description:
Free-form text entries for any additional documentation or notes related to the disputed purchase. Each entry is rendered in the Main Arguments section of the dispute letter. Up to 1000 characters per entry.
Format:

[
  "String",
  "String",
  ...
]

Example:

[
  "The order was placed by a returning customer with a verified delivery address."
]