New information is any detail and/or documentation that was not provided in your initial dispute or previous reinvestigation(s). Duplicate information or previously submitted details do not count as new information.
Examples of new information can include:
● Corrections to incorrect or missing information from the initial dispute (e.g., additional context about what happened, transaction details, or timeline)
● Additional context such as relevant communications with the merchant involved, and steps taken with the merchant to try and resolve the issue.
● Providing a receipt of purchase / proof of purchase / related invoices
● Delivery or shipping details, confirmation email, and tracking number
● Proof of attempts to return merchandise (shipping receipt, delivery confirmation, proof of drop-off)
● Screenshots of your conversation with the merchant regarding the order(s)
● Proof of delivery or tracking number
● A description of the timeline of events by date of occurrence
● Photos of the defective or damaged merchandise
● Description of the item on the merchant's website, including a link to the page (verbal or written)
● Evidence that the price paid differs from the listed price
● Requests to cancel or stop the transaction with the merchant
For examples of new information for each dispute type, check out What are common examples of new information by dispute type?
Depending on your dispute type, there may be specific documentation that could help our investigation
Duplicate Charge
- Evidence of payment such as a receipt (actual picture or screenshot of an email) or invoice
- Communication with the merchant regarding the duplicate charge
Unauthorized Transaction
- Police reports
- Hospitalization/Prison record
- Timesheets
- Purchase receipts
- Travel/GPS screenshots or proof of location (flight tickets, reservations, etc.)
Goods/Services Not Received
- Latest update on the status of the package
- Communication with the merchant regarding the status of the good/service
- Reason why the merchant failed to provide the good/service
Incorrect Amount Charged
- Documentation of the correct transaction amount (merchant website, reservation confirmation, etc.)
- Receipt indicating that the merchant increased the amount or made a calculation error in the amount charged
- Evidence that the merchant increased the transaction amount without your permission
Paid by Other Means
- Proof of payment through another method
- Receipt of purchase
- Invoice
- Email confirmation
ATM Non/Partial Dispense possible
- ATM Receipt indicating error/non-dispense
- Communication with the ATM proprietor confirming non-dispense/partial dispense
Merchandise Returned
- Return tracking information
- Documentation defining the merchant’s refund policy and/or confirming their receipt of the returned goods
- Documentation from the merchant promising a credit or refund upon return of merchandise
Canceled Transaction
- Documentation of the cancellation (confirmation number, email, etc.)
- Communication with the merchant regarding any exception provided to you
Goods/Services Not As Described
- Communication with the merchant regarding the issue
- Documentation describing what was unsatisfactory about the merchandise or services purchased
- Description of how the merchant's verbal and/or written representations don’t match the terms of sale you agreed to at the time of purchase
- The date you returned or tried to return the merchandise or cancel the services