Customer Communication as Evidence

Customer Communication is compelling evidence that there was communication between the merchant and the customer, and it can indicate goodwill on the merchant's part to avoid a dispute.

For this evidence you can include the following:

• Screenshots of emails proving that they received the product or service
• Screenshots demonstrating the customer’s use of or satisfaction with the product or service.
• Screenshots of chat conversations with the customer.
• Screenshots of emails exchanged with the customer.
• Transcripts of phone calls with the customer.
• Any other communication channel with the customer.

Most of the time, the customer will not contact you before initiating a dispute, so there may not be any customer service notes in these cases. In such cases, and if a customer initiates a dispute, you should contact them promptly (by email or chat) to obtain a resolution or get other insights that can positively affect the response to the bank.

You can upload up to five files that meet the following requirements:

1. The supported file formats are PDF, JPEG, JPG, and PNG.
2. File sizes should not exceed 1MB.

Updated on: 09/09/2025