The card schemes only accept documents. Call recordings are not permissible evidence. The call transcript is acceptable. However, this depends on whether the cardholder was aware that the call was being recorded. PXP Chargeback Team recommends that this transcript is accompanied with other relevant documents or information provided by the cardholder such as e-mails, transaction logs, bio-graphic information, etc. as mentioned above in this document as examples).
Please reach out to cbteam@pxp.io for any additional information you need.