Evidence tags

2026-11-02 17:55

This document describes the evidence tags that merchants can submit in intelligent defense scenarios, that is, the possible values of the evidenceTag parameter, as well as the parameters included under each evidence tag. Merchants should select appropriate evidence tags to submit evidence materials based on the dispute reason, product type, and MCC. These enum values are used in the following documents:

supplyEvidence API
notifyDefenseStrategySuggestion API

General evidences

ORDER_INFORMATION

This tag is used to submit the original order information corresponding to the disputed transaction, including the merchant order number, product description, price, quantity, order receipt, receiver information, and so on. It applies to most dispute scenarios.

Parameter	Type	Max length	Required	Description
merchantOrderNo	String	64	M	Merchant order number.
productDescription	String	512	O	Product description. Note: Required when the chargeback reason belongs to the category of goods/services not as described.
productUnitPrice	String	32	O	Product unit price, in numeric string format.
quantity	String	16	O	Quantity, in positive integer string format.
originalOrderReceiptFile	EvidenceFile	N/A	O	Original order proof and order receipt.
receiverName	String	128	O	Receiver name.
receiverEmailAddress	String	256	O	Receiver email address.
receiverContactNumber	String	32	O	Receiver contact number.

CUSTOMER_COMMUNICATIONS

This tag is used to submit communication records between the buyer and the seller. The records can be provided in text or screenshot format, and are used to prove the transaction communication process, service commitments, customer confirmation, or dispute handling process.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
customerCommunications	String	4096	O	Communication records in text format.
customerCommunicationsFile	EvidenceFile	N/A	O	Communication records in screenshot format.

USER_HISTORY_UNDISPUTED_TRANSACTION

This tag is used to submit the buyer’s historical undisputed transactions, to prove that successful and undisputed transaction relationships previously existed between the buyer and the merchant. Multiple records can be submitted. The data structure is List<Map>. For sample code, see the supplyEvidence API sample code.

Parameter	Type	Max length	Required	Description
transactionDate	Datetime	32	M	Transaction date.
transactionAmount	String	32	M	Transaction amount, in numeric string format.
transactionCurrency	String	3	M	Currency. This is the actual currency of the historical transaction and does not need to be the same as the currency of the current disputed transaction.
arn	String	64	O	Acquirer Reference Number.
orderDescription	String	512	O	Order description.
paymentAuthMode	String	32	O	Authorization mode.
ipAddress	String	64	O	Order IP address, IPv4/IPv6.
supplementProof	String	2048	O	Supplementary evidence in text format.
supplementProofFile	EvidenceFile	N/A	O	Supplementary evidence in file format.

REFUND_INFORMATION

This tag is used to submit refund information related to the disputed order, including the refund method, refund amount, and refund completion time. It is used to prove that the merchant has issued a refund or compensation.

For scenarios where the merchant did not refund through the original payment channel, such as replacing the refund with vouchers or coupons, the merchant must provide supporting evidence for the actual refund situation.

Parameter	Type	Max length	Required	Description
merchantOrderNo	String	64	M	Merchant order number.
refundMethod	String	32	O	Refund method, such as original payment channel refund or voucher.
refundedAmount	String	32	O	Refund amount, in numeric string format.
refundFinishedTime	Datetime	32	O	Refund completion time.

PICTURE_OF_DISPATCHED_ITEM

This tag is used to submit photos of the dispatched goods, to prove that the merchant actually shipped goods matching the order content.

Parameter	Type	Max length	Required	Description
pictureOfDispatchedItemFile	EvidenceFile	N/A	M	Photo of the dispatched item.

MERCHANT_COMMENTS

This tag is used to submit the merchant’s supplementary explanation, comments, or notes regarding the disputed transaction.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
merchantComments	String	2048	O	Merchant comments/notes.
merchantCommentsFile	EvidenceFile	N/A	O	Merchant comments/notes.

MARKETING_MATERIALS_AND_LISTINGS

This tag is used to submit evidence materials related to product promotion, display, or sales representations.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
marketingMaterialsAndListings	String	2048	O	Product promotional photos and statements.
marketingMaterialsAndListingsFile	EvidenceFile	N/A	O	Product promotional photos and statements.

Policies and statements

This category is used to submit evidence such as merchant policies, platform rules, certification records, product promotional materials, merchant explanations, and service usage records. Each tag supports text, link, or file format.

Notes:

At least one of the text parameter or file parameter must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.
RETURN_AND_REFUND_POLICY, CANCELLATION_POLICY, SUBSCRIPTION_POLICY, and PAYMENT_POLICY are merchant-level fixed evidence. After submission, the evidence is automatically retained and applied to all subsequent cases of the merchant. It does not need to be submitted repeatedly for each case. To update evidence later, resubmit it using the corresponding tag. Newly submitted content under the same tag will overwrite the previous content. The total combined size limit is 32 KB, calculated in UTF-8 bytes. If the limit is exceeded, FIXED_EVIDENCE_SIZE_EXCEED is returned, the entire call fails, and the retained content remains unchanged.

evidenceTag	Text parameter, String ≤ 2048	File parameter (EvidenceFile)	Description
RETURN_AND_REFUND_POLICY	returnAndRefundPolicy	returnAndRefundPolicyFile	Return and refund policy.
CANCELLATION_POLICY	cancellationPolicy	cancellationPolicyFile	Cancellation policy.
SUBSCRIPTION_POLICY	subscriptionPolicy	subscriptionPolicyFile	Subscription/renewal policy.
PAYMENT_POLICY	paymentPolicy	paymentPolicyFile	Platform payment rules.
BOOKING_CONFIRMATION_TERMS	bookingConfirmationTerms	bookingConfirmationTermsFile	Booking confirmation terms.
OFFLINE_SIGNED_AGREEMENT	offlineSignedAgreement	offlineSignedAgreementFile	Offline signed agreement.
INSTALLMENT_BILLING_AGREEMENT	installmentBillingAgreement	installmentBillingAgreementFile	Installment billing agreement.

Physical goods evidence

LOGISTIC_INFORMATION

This tag is used to submit logistics and delivery information for physical goods, including the tracking number, shipping address, tracking URL, proof of shipment, and logistics screenshots. It is used to prove that the goods have been shipped or delivered.

Parameter	Type	Max length	Required	Description
trackingNumber	String	64	M	Tracking number.
postCode	String	16	O	Postal code.
shippingAddress	String	512	O	Shipping address.
trackingUrl	String	512	O	Logistics tracking URL.
proofOfShipmentFile	EvidenceFile	N/A	O	Proof of shipment.
logisticScreenshotFile	EvidenceFile	N/A	O	Logistics screenshot.

CERTIFICATION_RECORDS

This tag is used to submit records related to certification, appraisal, or authentication of physical goods.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
certificationRecords	String	2048	O	Certification records.
certificationRecordsFile	EvidenceFile	N/A	O	Certification record file.

Service and virtual goods evidence

PROOF_OF_DIGITAL_ACCESS

This tag is used to submit proof of delivery for virtual goods or electronic goods. It is especially applicable to top-up, digital content, or electronic service transactions, and is used to prove that the buyer has obtained access to the corresponding digital goods or service.

Parameter	Type	Max length	Required	Description
merchantOrderNo	String	64	M	Merchant order number.
userRechargeAccountNumber	String	128	M	Buyer’s recharge account. This is core evidence for reason codes related to virtual goods not received.
digitalProductCompletionFile	EvidenceFile	N/A	O	Order completion proof.

PROOF_OF_SERVICE_COMPLETION

This tag is used to submit proof that a service has been completed. It applies to service transaction scenarios and is used to prove that the merchant has delivered the service as agreed.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
merchantOrderNo	String	64	M	Merchant order number.
serviceCompletionFile	EvidenceFile	N/A	O	Proof of service completion.

USAGE_RECORDS_OF_RECURRING_SERVICE

This tag is used to submit historical usage records of recurring services, proving that the user has used or continuously used the relevant subscription/recurring service.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
usageRecordsOfRecurringService	String	2048	O	Historical usage records of recurring services.
usageRecordsOfRecurringServiceFile	EvidenceFile	N/A	O	File of historical usage records of recurring services.

Airline and hotel

This category applies to disputes related to flights, hotels, and travel bookings. It is used to submit industry-specific evidence such as order summaries, itinerary information, hotel reservation information, and hotel bill information. FLIGHT_ORDER_SUMMARY and ITINERARY_INFORMATION support submitting multiple records. The data structure is List<Map>. For sample code, see the supplyEvidence API sample code.

evidenceTag	Parameter	Type	Max length	Required	Description
FLIGHT_ORDER_SUMMARY	orderNumber	String	64	M	Order number.
	bookingTime	Datetime	32	O	Booking time.
	airRoute	String	128	O	Air route.
	numberOfPassenger	String	8	O	Number of passengers.
	passengerName	String	128	O	Passenger name.
	bookingReferenceNumber	String	64	O	Booking reference number.
	ticketNumber	String	64	O	E-ticket number.
	orderStatus	String	32	O	Order status.
	orderAmount	String	32	O	Order amount.
	totalPaymentAmount	String	32	O	Total payment amount.
ITINERARY_INFORMATION	orderNumber	String	64	M	Order number.
	flightRoute	String	128	O	Flight route.
	flightNo	String	16	O	Flight number.
	cabinClass	String	32	O	Cabin class.
	departureTime	Datetime	32	O	Departure time.
	arrivalTime	Datetime	32	O	Arrival time.
	ticketStatus	String	32	O	Ticket status.
	baggage	String	64	O	Baggage allowance.
	supplementProof	String	2048	O	Supplementary evidence in text format.
	supplementProofFile	EvidenceFile	N/A	O	Supplementary evidence in file format.
HOTEL_RESERVATION_INFORMATION	reservationConfirmationNumber	String	64	M	Reservation confirmation number.
	hotelName	String	256	O	Hotel name.
	hotelAddress	String	512	O	Hotel address.
	orderStatus	String	32	O	Order status.
	checkInDate	Datetime	32	O	Check-in date.
	checkOutDate	Datetime	32	O	Check-out date.
	numberOfGuest	String	8	O	Number of guests.
	guestName	String	128	O	Guest name.
	prePaymentFees	String	32	O	Prepayment fees.
	supplementProof	String	2048	O	Supplementary evidence in text format.
	supplementProofFile	EvidenceFile	N/A	O	Supplementary evidence in file format.
HOTEL_BILL_INFORMATION	accommodationFeePerNight	String	32	M	Accommodation fee per night.
	numberOfNight	String	8	O	Number of nights stayed.
	additionalServiceCharge	String	32	O	Additional service charge.
	cityTax	String	32	O	City tax or tourist tax.
	checkoutPayment	String	32	O	Checkout payment amount.
	supplementProof	String	2048	O	Supplementary evidence in text format.
	supplementProofFile	EvidenceFile	N/A	O	Supplementary evidence in file format.

Merchant supplementary evidence

UNCATEGORIZED

This tag applies to supplementary materials that cannot be classified into other evidence types. It supports text descriptions and a maximum of 5 uploaded files. All merchants can use this tag to add extra dispute statements, related images, or other auxiliary evidence.

Note: At least one of the following two parameters must be provided. If both are empty, the system will return EVIDENCE_CONTENT_INVALID.

Parameter	Type	Max length	Required	Description
supplementProof	String	4096	O	Uncategorized text evidence.
supplementProofFileList	Array	Up to 5 elements	O	Uncategorized file evidence list, used to submit file-type supplementary materials that cannot be classified into the other 23 evidence tags. This parameter is an array and supports up to 5 file elements. It allows multiple files to be submitted, and applies to scenarios where the material format is not fixed, such as multiple screenshots plus one PDF. If the array contains more than 5 elements, CAPACITY_EXCEEDED is returned, the entire request is rejected, and the server will not truncate and save the files. Note: Repeated submission under the same tag overwrites the original content. Multiple files should be submitted in the same call. Splitting them across multiple submissions will not accumulate the files; the later submission overwrites the previous one.