# Defend a chargeback

> Guides on defending chargebacks using Antom's AI assistant and auto-defense tools.

 The requirements for defending against chargebacks vary depending on the reason for the chargeback. You can use   [Antom Copilot chargeback AI assistant](#tI9Sj)   and   [Auto defense for full refunds](#ozdJl)   to enable efficient handling of chargebacks and protect your financial interests.

 For all types of chargebacks, you must provide documents with details of transactions to help you build a strong case to challenge the chargeback.

## Defense document requirements {#rbua9}

### Document formats {#NyrJX}

 To ensure a smooth upload, you need to submit documents in one of the following three formats:

 - DOC (maximum file size 4 MB)
- DOCX (maximum file size 4 MB)
- PDF (maximum file size 4 MB)

### File upload and processing {#chxdn}

 Defense documents for chargeback can be uploaded and processed through   [Antom Copilot chargeback defense](https://docs.antom.com/ac/merchant_service/dispute.md#OBhDD)   or the   [**supplyDefenseDocument**](https://docs.antom.com/ac/ams/supply_evidence.md)   API. Please ensure that the submitted documents meet the requirements of the documents documents for chargeback and that the content is true, complete, and clear, thereby helping buyers verify and resolve transaction issues more efficiently.

 > **[INFO]** **Note**    : Once the files are submitted, they cannot be edited or supplemented. Therefore, it is essential to review carefully before submission to ensure that all relevant documents have been uploaded.

#### Compelling evidence {#IvYlI}

 Providing compelling evidence is key to defending chargeback, because it proves that users participated in the transaction, received the goods or services, or benefitted from the transaction. The most common situations and their respective compelling evidence are listed here.

 Because some card schemes aggregate chargeback reason codes into a single reason code, it is impossible to get additional information about the underlying reason for the reason code.

 Therefore, we recommend you try to identify which chargeback reason(s) might be applicable and provide as much proof as possible to ensure the defense is valid.

 | **Description** | **Compelling Evidence** |
| --- | --- |
| EMV Liability Shift – Counterfeit Fraud | - Provide documentation to support that the transaction was chip read and evidence that the full chip data was transmitted. |
| EMV Liability Shift – Non-Counterfeit Fraud | - Provide documentation to support that the transaction took place at an EMV PIN compliant terminal. |
| Fraud – Card absent transaction | Without 3D Secure Liability shift, it is difficult to challenge the chargeback. If you have not enabled 3D Secure, but still want to challenge the chargeback, please provide corresponding materials for different types of transaction objects: Merchandise transaction: - Copy of the invoice. - Email conversation with the payer. - Signed proof of delivery, and AVS match. - Record of previous non-disputed payments. - Courier's GPS location proving delivery of the product.   Digital Goods transaction: - Confirmation email. - Description of the digital goods and the date and time they were purchased and downloaded. - Record of previous non-disputed payments. - Evidence that the payer has accessed and successfully verified the profile or account before the transaction date. - Payer's IP address and the geographical location of the device at the time of the transaction. - Device ID and, if available, the name of the device. - User's name and email address linked to the user profile or account.   Services transaction: - Documentation proving you provided the service to the payer (confirmation email, copy of invoice). - Date the payer began use of the service. - Evidence that payer used the service before. - Record of previous non-disputed payments. |
| Fraud – Card present transaction | Merchandise / Digital Goods / Services transaction: - Copy of a (signed) transaction receipt. |
| Declined Authorization/Authorization | - Documentation to prove that the transaction was authorized online or offline via chip. |
| Duplicate processing/Paid by other means | Merchandise / Digital Goods / Services transaction: - Copy of the invoice of two separate orders. - Documentation to prove that no other form of payment was used. |
| Services not provided/Merchandise not received | Merchandise transaction: - Description of the goods. - Signed proof of delivery, and AVS match. - Communication where the payer confirms possession of the goods. - Explanation why shipment was delayed.   Digital Goods transaction: - Confirmation email. - Description of the digital goods and the date and time they were purchased and downloaded. - Record of previous non-disputed payments.   Services transaction: - Confirmation email. - Proof that the payer received the service at the agreed date and time. - Communication with the payer after the payment. |
| Canceled merchandise/services | Merchandise / Digital Goods transaction: - Copy of the invoice / confirmation email. - Proof that the payer received your cancellation or return policy and did not cancel according to the disclosed policy. - Proof that the payer initially received the merchandise, and did not return the merchandise. - Proof that the payer has not contacted you to solve the issue.   Services transaction: - Copy of the invoice / confirmation email. - Demonstrate that the payer received your cancellation or return policy and did not cancel according to the disclosed policy. - Proof that the payer has not contacted you to cancel the service. |
| Canceled recurring transaction | Merchandise transaction: - Demonstrate that the payer received your cancellation or return policy and did not cancel according to the disclosed policy. - Proof that the payer did not return the merchandise. - Proof that the notice of upcoming billing was sent to the payer 10 days before transaction.   Digital Goods transaction: - Demonstrate that the payer received your cancellation or return policy and did not cancel according to the disclosed policy. - Proof that the notice of upcoming billing was sent to the payer 10 days before transaction.   Services transaction: - Proof that the services were used between the billing date and the cancellation date. - The payer requested cancellation for a different date and services were provided until this date. - Proof that the payer is still interested in the service. |
| Goods not as described/defective | Merchandise transaction: - Proof that the payer 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 payer.   Digital Goods transaction: - Proof that the payer has not contacted you to solve the issue. - Evidence to prove that the merchandise was as described or was not damaged or defective.   Services transaction: - Proof that the payer has not contacted you to solve the issue. - Evidence to prove that the service was as described. |
| Counterfeit merchandise | Merchandise / Digital Goods / Services transaction: - Copy of the invoice. - Neutral third-party opinion. - Certificate of authenticity. |
| Misrepresentation of the purchased good and/or service | Merchandise / Digital Goods / Services transaction: - Proof that your Terms and Conditions were clearly communicated before the transaction was processed. - Proof that the payer acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the payer accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment). |
| Credit not processed | Merchandise / Digital Goods / Services transaction: - Evidence that a credit or reversal that you issued was not addressed by the issuer. - Evidence that the payer didn't return nor attempted to return the merchandise. - Evidence that the payer's return does not comply with your written policies. |
| ​ |  |

## Antom Copilot chargeback AI assistant {#tI9Sj}

 Antom Copilot chargeback AI assistant is an AI-driven proactive dispute management system powered by advanced big data analytics and machine learning.

 It intelligently detects chargeback risks and automatically generates high-quality dispute strategies, helping merchants improve win rates, accelerate response times, and streamline end-to-end chargeback management while significantly reducing operational effort.

 Its key benefits are demonstrated through the following aspects:

 - **Higher-quality dispute documentation**    : Through intelligent analysis of transaction and supporting data, Antom Copilot generates clear, well-structured, and compelling dispute materials that improve credibility and acceptance rates.
- **Faster dispute handling**    : Automated workflows and smart data matching reduce manual preparation and repetitive tasks, enabling quicker turnaround times and more efficient dispute processing.
- **Better user experience**    : Built-in pre-submission double checks and real-time case status updates help minimize errors and provide greater transparency throughout the dispute lifecycle.

 Antom Copilot chargeback AI assistant is primarily operated through Antom Dashboard. For the detailed process, please refer to   [Antom Copilot chargeback defense](https://docs.antom.com/ac/merchant_service/dispute.md#OBhDD)  .

## Auto defense for full refunds {#ozdJl}

 To continuously enhance the merchant experience, we have launched an intelligent automatic chargeback processing feature. When a chargeback occurs, if you have initiated a full refund and the system successfully recognizes that the full refund request has been completed, the chargeback case will be resolved automatically, without any further action required from the merchant.

 This mechanism not only simplifies the operational process for merchants but also effectively reduces the hassle caused by chargebacks, ensuring the safety of funds. Merchants can focus on business development without worrying about chargeback issues.

 This feature is only available for full refunds. It has been automatically and activated for all merchants for free, requiring no additional action on your part. The system will automatically enable the functionality upon detecting a relevant transaction.

 > **[INFO]** **Note**    :    If the system fails to recognize that a full refund has been issued for the transaction, and the chargeback is initiated, the chargeback will not be resolved automatically and must be processed through the standard   [chargeback defense procedure](https://docs.antom.com/ac/merchant_service/dispute.md#7H5oW)  .    For operational inquiries or post-refund unresolved cases, please contact our customer service agent at Chargeback_Support@service.alipay.com for assistance and guidance.

 This feature offers the following key benefits:

 - Increase the success rate of chargeback cases and the rate of successful returns.
- Reduce the operational burden on merchants during chargeback processing, improving their experience.
- Prevent multiple deductions or refunds due to confusion.

### Process of the auto defense {#a5oto}

 The diagram below illustrates the process of the auto defense for full refunds:

 ![yuque_diagram.png](https://intranetproxy.alipay.com/skylark/lark/0/2025/png/207856479/1766561472564-ceb9c3d8-ac8b-4c70-85d8-c48bb20218d5.png)

 1. **Initiate the process.**
    When a chargeback case occurs, the system automatically initiates the processing workflow.

 2. **Check whether a full refund has been issued.**
    The system automatically checks whether the merchant has already processed a full refund for the transaction in question.

   - If a full refund has been issued: You will be notified via the   [**supplyDefenseDocument**](https://docs.antom.com/ac/ams/supply_evidence.md)       API or   [Antom Dashboard](https://docs.antom.com/ac/merchant_service/notification.md)  that a full refund has been made and no dispute response is required. The case is closed automatically with no further action needed.
  - If no full refund has been issued: You will be notified via the   [**supplyDefenseDocument**](https://docs.antom.com/ac/ams/supply_evidence.md)   API or   [Antom Dashboard](https://docs.antom.com/ac/merchant_service/notification.md)   to proceed through the standard chargeback process and prepare supporting documents. You must submit the dispute materials within the specified time frame. The system will then initiate the manual dispute process to determine the outcome. The case will ultimately be resolved as either "won" or "lost".

 The screenshot demonstrates the case in Antom Dashboard when a dispute is automatically resolved once a full refund is processed.

 ![image.png](https://intranetproxy.alipay.com/skylark/lark/0/2025/png/207856479/1766560313290-654bd236-e624-45b7-be32-285e0f635481.png)