Submitting chargeback defense evidence
v0.2Updated Sep 4, 2026
How to find a chargeback in the NEXT Payments portal, decide whether to accept or defend it, and submit a defense evidence document before the response deadline.
How chargebacks work
When a cardholder's bank files a chargeback, review the amount, reason, response deadline, and payment history before deciding what to do. Your rate card and the payment breakdown show the financial effect for your account.
Accept the dispute
Accept when you cannot show that the payment was valid or that the order was fulfilled.
Submit defense evidence
Contest the chargeback when your records directly answer the cardholder's claim.
No response = automatic loss
Work from the deadline shown on the dispute. If you do not respond in time, you lose the opportunity to submit evidence.
Finding a chargeback
Open the Payments portal
Open NEXT Payments, then select the account that processed the payment. If the account is missing, ask an account administrator or your NEXT contact to check your access.
Open Disputes
Use the account navigation to open Disputes. Review the dispute reference, type, status, amount, payment method, and response deadline.
Triage by the response countdown
Work open disputes in deadline order. Do not rely on an email alert as the only reminder.
Filter and export as needed
Use the available filters to narrow the list. Export the list when you need a shared review or reconciliation file.
Alternative path
You can also open the related payment and follow its dispute reference.
Check the Disputes tab routinely
Make the Disputes view part of the daily payments review. A dispute may already be close to its deadline when your team first sees it.
Reviewing the dispute
Clicking the dispute reference opens the payment detail page, which shows a Payment Disputed panel containing:
- The response deadline shown by the portal.
- A plain-English explanation of the cardholder's claim.
- Reference, Type, Amount, Reason, and the network reason code.
- Two actions: Accept Dispute and Submit Defense Evidence.
Evidence inputs are on the same page
Use the payment timeline and shopper details to check authorization, capture, customer, address, and verification data. Include only details that answer the dispute reason.
Accept or defend?
Accept when
You have no evidence that answers the claim, the order was already refunded, or your records show that the claim is valid.
Defend when
You can document that the payment was valid and the obligation was fulfilled with an invoice, customer communication, and delivery or service records.
Review 3D Secure data
For a fraud claim, check whether 3D Secure authentication appears on the payment. Liability depends on the transaction and network rules, so match your evidence to the reason code.
Building the evidence PDF
Open the submission form first and note its current file type, language, and size requirements. Prepare the complete document before uploading it.
- A copy of the invoice for the order.
- Communication with the customer.
- Shipment tracking information with delivery confirmation.
- The AVS result, customer IP, and billing address from the payment's Shopper Detail panel, where relevant.
Delivery Tracking app
Use the Delivery Tracking app when it has the carrier scan or delivery confirmation you need.
Lead with the evidence that answers the claim. Card network rules determine what is relevant for each reason code.
| Claim | Lead with |
|---|---|
| Fraud, card-absent | AVS + CVV match, delivery to billing address, IP geolocation near billing address, prior undisputed orders from the same customer. |
| Merchandise not received | Carrier tracking with delivery confirmation (signed if available), shipment timeline, customer communication confirming receipt. |
| Cancelled / not as described | Proof of fulfillment, the refund/return policy the customer accepted at checkout, communication showing no cancellation request or that resolution was offered. |
Keep it readable
Use a clear order, readable screenshots, and short labels. Compress the file only enough to meet the limit shown in the portal.
Submitting your defense
Open the submission modal
Click Submit Defense Evidence on the Payment Disputed panel.
Read the warning
Check whether the form allows changes after submission. If it does not, treat this upload as final.
Upload the evidence document
Upload the evidence in the file format and size accepted by the current form.
Submit
Click Submit Defense Evidence to send the document to the cardholder's bank.
Check replacement rules before submitting
Check the file, reason code, and response deadline before submitting. The portal's current submission warning controls whether you can replace or supplement evidence.
After submission
After submission, monitor the dispute until it resolves. Use the payment breakdown and your rate card to reconcile the disputed amount, fees, and final account impact.
Prevent the next dispute
Review the cause with support and fulfillment. Clear descriptors, prompt replies, useful tracking, and appropriate refunds can prevent avoidable chargebacks. See NEXT Alerts Setup for pre-chargeback alerts.
Key links
Migrating card tokens to NEXT
If you're moving to NEXT with existing card-on-file subscribers held by another processor, such as Stripe, this guide covers how those stored cards move into NEXT's payment vault and how each recurring subscription is re-created on NEXT so renewals keep charging without interruption.
NEXT Alerts Setup
To set up NEXT Alerts, give us every statement descriptor and map each one to its Payments account, store, and brand. We also need your legal and trading names, live customer-facing URLs, monitored support contacts, and a setup contact at your business. Once setup is complete, NEXT handles alerts automatically.