How are disputes evaluated
Disputes are reviewed in a highly strict and methodical way by payment methods and card networks. When a customer files a dispute, the outcome is rarely influenced by explanations or context alone - decisions are based on whether the evidence submitted clearly proves what happened, using specific formats and criteria.
That means the goal is not to “tell one side of the story,” but to provide the exact documentation the payment method expects to see. Strong evidence is clear, objective, and directly linked to the transaction (for example: proof of delivery, customer communication, refund history, or policy acceptance). The more precise the evidence is, the higher the chance of winning the dispute.
"What evidence is expected from me as a Merchant?"
Payment methods don’t decide disputes based on what sounds most reasonable - they decide based on what can be proven. That means that your evidence must clearly connect the customer, the purchase, and what happened next.
To be accepted, evidence needs to include specific, verifiable details such as the customer name, order reference, dates, delivery address, tracking information, and proof that the goods or service were provided as described. If even one of these links or files are missing or unclear, the dispute will typically be lost by default - even if you as a Merchant is right.
The requested information depends on why the customer disputed the purchase, and we strongly recommend to read up on what exactly is requested by the payment method before submitting evidence.
Resources
Providing dispute evidence as outlined in the resources below does not guarantee that you as a Merchant will win the dispute, but without it, the dispute will most likely be decided in the customer’s favor by default.
Klarna's Merchant Protection Program documentation can be used for all Klarna related purchases. This includes cards processed through Klarna.
Stripe's dispute documentation is relevant for all disputes where the payment method is not Klarna. Select the correlating dispute type and read on what type of evidence will be required.
Kustom's Merchant Protection Program documentation is to be used for card transactions outside of Klarna if the dispute reason is Fraud related. Kustom's Merchant Protection program can support you as a Merchant if a fraud related dispute was ruled in the customer's favor.
Billie's shipping Policy should be used when a B2B purchase through Billie is disputed. This information can be combined with the Stripe dispute type breakdown.
General Guidelines
The general guidelines below should be considered as guidelines, while the resources above is dynamic text controlled by the payment methods. We strongly recommend to read the source information for best outcomes.
Best practice to provide as proof of delivery for physical goods
Date of delivery (YYYY-MM-DD) and delivery status; and
An address for the recipient showing the city/province, city/country, postal/zip code (or international equivalent), street name & number. The address needs to match the shipping address approved at the point of checkout;
Full name of the person who ordered the goods that matches the person’s name approved at the point of checkout; and
Full name of the recipient that the order was delivered to. For contactless* deliveries, a recipient name is not required, and
Tracking ID for the shipment of the last mile carrier.
Best practice to provide as proof of delivery for digital goods
For intangible or digital goods, proof of delivery means compelling evidence to show the item was delivered or the purchase order was fulfilled. Compelling evidence could include a system of record showing the date (YYYY-MM-DD) the item was sent and that it was either:
Electronically sent to the recipient, including the recipient’s address (email, IP, etc.), where applicable; or
Received or accessed by the recipient.
The proof of delivery should provide enough details to match it to the order, including showing that the recipient is a match to the shipping information approved at checkout.
The value of gift cards has to be displayed on the proof.
How to submit evidence
Go to the Dispute page in Kustom Portal and make sure you are in the Response required tab.
Click on the dispute to open the detailed view.
Here, you can review the dispute and submit your response.
To challenge the dispute, click Counter dispute.
Select the reason you believe you should win the dispute, then click Next.
Upload and enter all relevant supporting evidence. Items marked with Recommended are considered the most effective for the type of dispute.
Once all evidence is provided, review the details and confirm accuracy by selecting the verification checkbox.
The form follows Visa and Mastercard standards and adjusts accordingly.
Once you have submitted a response to a dispute, you can no longer accept it. After responding, the dispute will be under review and resolution process is transferred to the payment provider, who reviews your response before moving forward with any actions related to the dispute.