What additional information can an e-Commerce merchant provide to defend against chargebacks?

In addition to the actions described in How can I defend myself against chargebacks?, e-Commerce merchants can also provide the following additional information.

Evidence of cardholder actions

If applicable, you should provide evidence of the following:

• Transaction was completed by a member of the cardholder’s household
• Transaction used data that had been used in a previously undisputed transaction, for example:
  •  IP address
  •  Email address
  •  Physical address
  •  Telephone number
• Transaction history for registered online users including, for example,
  •  Device type
  •  IP address
  •  Time and date of purchase
• Cardholder accessed your website after the transaction date
• Digital delivery:
  •  The cardholder’s email address used at the time of purchase matches the email address used to deliver digital goods
• Site-to-store delivery, card not present:
  •  Cardholder signature on the pick-up form
  •  Copy of cardholder identification
• Release form or waiver signed by the cardholder that allows packages to be delivered to the cardholder’s address without requiring a signature, and provide an unsigned Proof of Delivery (POD)
• Cardholder agreed to accept the merchandise or services as provided
• Direct connection between the cardholder and the person who received the merchandise or services, for example:
  •  Photographs
  •  Emails
• Cardholder disputing the transaction has the merchandise or is using the service, for example:
  •  Photographs
  •  Emails

Evidence of your actions

If applicable, you should provide evidence of the following:

• Verified by Visa was used
• Written correspondence between you and the cardholder, including:
  •  Letters
  •  Emails
  •  Photographs
  •  Faxes
  •  Any other written correspondence
• Invoice or Proof of Delivery (POD) showing that merchandise was shipped before cancellation and has not been returned
• You shipped the merchandise to a positive AVS address and obtained Proof of Delivery (POD)
  •  Domestic only—signed POD may be required to assist with resolving the chargeback
• Delivery, or evidence that the goods or services were delivered as directed by the customer
• Shipping and delivery of any replacement merchandise
• Explanation of any differences when transaction dates, merchant name, or merchant location differ