What is 'Compelling Evidence'?

A specific network term for data points (IP, Device ID, History) that link a dispute to previous undisputed transactions by the same user.

Can I submit video evidence?

Generally no. PDFs or JPEGs are the industry standard for network submissions.

Does the customer see the evidence?

Often yes. The issuing bank shares it with the cardholder to confirm if they wish to proceed with the dispute.

Dispute Evidence

Up: Dispute Infrastructure See also: Chargeback Propagation, Dispute Win Rates

Definition

Dispute Evidence is the "Legal Brief" a merchant submits to fight a chargeback. It is a collection of data points—invoices, shipping proofs, logs—that must prove the transaction was valid relative to the specific Reason Code filed by the cardholder.

Why it matters

Specificity Wins. Sending a tracking number for a "Fraud" dispute is useful. Sending a tracking number for a "Credit Not Processed" dispute is useless. You must answer the specific accusation made by the cardholder. A "Data Dump" leads to an automatic loss.

Signals to monitor

Representment Rate: The % of disputes you choose to fight vs. accept.
Win Rate by Code: "We win 40% of Fraud disputes but 0% of Service disputes."
Auto-Win Potential: Identifying cases with perfect evidence (AVS Match + 3DS Auth) that should be fought automatically.
Cost/Benefit: Tracking whether the cost of fighting a dispute ($15 processing fee) exceeds the transaction value.

Breakdown modes

The Data Dump: Uploading 50 pages of unorganized logs. The bank analyst has roughly 60 seconds to review; they will reject unorganized files.
Illegible Docs: Using blurry screenshots or tiny text that automated network scanners cannot parse.
Wrong Evidence Type: Proving delivery to "Main St" when the cardholder's billing address was "Oak St" (AVS Mismatch).

Where observability fits

Observability automates "Asset Retrieval." By linking a Dispute ID to its original Transaction ID, the system can instantly pull the relevant invoice, shipping proof, and IP logs into a standardized PDF format designed for bank approval.