What evidence do l submit for a dispute?

If you are challenging a dispute, you must submit all the relevant evidence from your Pin Payments dashboard. Your dashboard will indicate the due date for you to submit your evidence.

You will need to submit evidence demonstrating you had the customer’s authority to charge the card and that the products and/or services were delivered as expected.

At a minimum, you should include the following evidence when responding to a dispute:

  • Receipt sent to the customer
  • Online tracking or shipping confirmations for physical goods
  • A transcript of any customer service communication you had with your customer
  • Device identification or IP address of the customer (if applicable, i.e. online purchase, or using an online product)

When submitting your evidence, you can only make one submission.

Once you have uploaded all the relevant documents, we will send it on to the issuer.

Unable to find the answer you need? Contact our team for assistance.
Pin Payments acknowledges the Traditional Owners and Custodians of the Country throughout Australia and recognises their continuing connection to land, water and community.
We pay our respects to Aboriginal and Torres Strait Islander cultures, and to Elders past and present.