Tide needs certain documents to review and support your claim relating to your account.
Services not provided/Merchandise not received
The payer claims that merchandise or services that you provided were not received or not received on time.
To defend against this dispute you must provide:
Merchandise:
Description of the goods.
Signed proof of delivery, and AVS match.
Communication where the cardholder confirms possession of the goods.
Explanation why shipment was delayed.
Digital Goods:
Confirmation email.
Description of the digital goods and the date and time they were purchased and downloaded.
Record of previous non-disputed payments.
Services:
Confirmation email.
Proof that the cardholder received the service at the agreed date and time.
Communication with the cardholder after the payment.
Cancelled merchandise/services
The payer’s bank received a notice from the payer stating that they returned merchandise or cancelled services, but the credit has not appeared on the payer’s statement.
To defend against this dispute you must provide:
Merchandise / Digital Goods:
Copy of invoice / confirmation email.
Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
Proof that the cardholder initially received the merchandise, and did not return the merchandise.
Proof that cardholder has not contacted you to solve the issue.
Services:
Copy of invoice / confirmation email.
Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
Proof that cardholder has not contacted you to cancel the service.
Goods not as described/defective
The payer claims the goods were not as described or disputes the quality of the merchandise or services.
To defend against this dispute you must provide:
Merchandise:
Proof that the cardholder has not contacted you to solve the issue or returned the merchandise.
Evidence to prove that the merchandise was as described or was not damaged or defective.
If the merchandise was replaced/repaired, provide a signed proof of delivery.
Email communication with the cardholder.
Digital Goods:
Proof that the cardholder has not contacted you to solve the issue.
Evidence to prove that the merchandise was as described or was not damaged or defective.
Services:
Proof that the cardholder has not contacted you to solve the issue.
Evidence to prove that the service was as described.
Counterfeit merchandise
The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.
To defend against this dispute you must provide:
Merchandise / Digital Goods / Services:
Copy of invoice.
Neutral third-party opinion.
Certificate of authenticity.
Misrepresentation of the purchased good and/or service
The payer claims that the terms of sales (Terms and Conditions) were misrepresented.
To defend against this dispute you must provide:
Merchandise / Digital Goods / Services:
Proof that your Terms and Conditions were clearly communicated before the transaction was processed.
Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).
