Tide needs certain documents to review and support your claim relating to your account.
Services not provided/Merchandise not received
The payer claims that merchandise or services that you provided were not received or not received on time.
To defend against this dispute you must provide:
Merchandise:
- Description of the goods.
- Signed proof of delivery, and AVS match.
- Communication where the cardholder confirms possession of the goods.
- Explanation why shipment was delayed.
Digital Goods:
- Confirmation email.
- Description of the digital goods and the date and time they were purchased and downloaded.
- Record of previous non-disputed payments.
Services:
- Confirmation email.
- Proof that the cardholder received the service at the agreed date and time.
- Communication with the cardholder after the payment.
Cancelled merchandise/services
The payer’s bank received a notice from the payer stating that they returned merchandise or cancelled services, but the credit has not appeared on the payer’s statement.
To defend against this dispute you must provide:
Merchandise / Digital Goods:
- Copy of invoice / confirmation email.
- Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
- Proof that the cardholder initially received the merchandise, and did not return the merchandise.
- Proof that cardholder has not contacted you to solve the issue.
Services:
- Copy of invoice / confirmation email.
- Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.
- Proof that cardholder has not contacted you to cancel the service.
Goods not as described/defective
The payer claims the goods were not as described or disputes the quality of the merchandise or services.
To defend against this dispute you must provide:
Merchandise:
- Proof that the cardholder has not contacted you to solve the issue or returned the merchandise.
- Evidence to prove that the merchandise was as described or was not damaged or defective.
- If the merchandise was replaced/repaired, provide a signed proof of delivery.
- Email communication with the cardholder.
Digital Goods:
- Proof that the cardholder has not contacted you to solve the issue.
- Evidence to prove that the merchandise was as described or was not damaged or defective.
Services:
- Proof that the cardholder has not contacted you to solve the issue.
- Evidence to prove that the service was as described.
Counterfeit merchandise
The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.
To defend against this dispute you must provide:
Merchandise / Digital Goods / Services:
- Copy of invoice.
- Neutral third-party opinion.
- Certificate of authenticity.
Misrepresentation of the purchased good and/or service
The payer claims that the terms of sales (Terms and Conditions) were misrepresented.
To defend against this dispute you must provide:
Merchandise / Digital Goods / Services:
- Proof that your Terms and Conditions were clearly communicated before the transaction was processed.
- Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).