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 Financial 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).
Articles in this section
- How is an Arbitration case decided?
- How will I know if the Representment/dispute response was won/successful?
- Am I permitted to provide additional documentation for an Arbitration?
- Can recorded phone calls be used to contest chargebacks
- Document upload guidelines
- Does the PXP Financial chargeback team provide issuer’s documentation / notes / comments to the merchant?
- How are Disputes notified?
- How can I accept a chargeback?
- How can you reduce or avoid chargebacks?
- How should I handle a pre-compliance?
- See more