Evidence examples by reason code
Worked examples of what Chargeflow collects and argues per reason code, starting with Visa Compelling Evidence 3.0 fraud and Visa 13.1 item not received.
What the engine actually does, on a real dispute, for a specific reason code. Each example below follows the same three questions: what the reason code requires, what Chargeflow collected, and what the agents found.
Two reason codes are documented in full today. The structure is deliberately repeatable, so more are added without rewriting the page.
Visa Compelling Evidence 3.0, fraud
CE 3.0 exists for one scenario: the cardholder claims fraud on a merchant they have in fact been buying from. Rather than argue about the disputed transaction alone, it lets you show a history the fraudster could not have.
What the reason code requires
- Two prior undisputed transactions with the same cardholder, in the 120 to 365 day window before the disputed one.
- Both prior transactions must have no active fraud report or dispute.
- Both must share at least two matching data elements with the disputed transaction. IP address and device ID are the pair that carries most cases.
- The IP address and billing address of the disputed transaction.
Eligibility rules and windows are covered in CE 3.0 eligibility.
What Chargeflow collected
| Evidence | What it establishes |
|---|---|
| Device and IP analysis | The disputed order came from the same device fingerprint and IP as prior legitimate orders |
| Geolocation comparison | Delivery, billing, and IP locations sit within a few kilometres of each other |
| AVS result | The address verification match on the disputed transaction |
| Account history | Two prior transactions with dates, amounts, ARNs, payment method, device, and dispute status |
| Cardholder identity verification | The link between the person who filed the dispute and the account that placed the orders |
| Service delivery confirmation | For a digital or advertising purchase, the delivery receipt and impression or click record |
What the agents found
The agent read the requirements attached to this specific reason code and searched for the evidence that would refute the claim, rather than attaching everything available. It then linked the purchase to the cardholder: IP and billing address in close proximity, plus an AVS match, on two qualifying prior transactions.
That is the shape of a CE 3.0 case. Not "here is our shipping policy", but "this person has been shopping here for months, from this device, at this address, without complaint".
Visa 13.1, item not received
The cardholder says the product never arrived. The case is won by proving delivery, or by proving use.
What the reason code requires
Proof that the goods or services were provided as described, and the terms the cardholder agreed to at purchase.
What Chargeflow collected
| Evidence | What it establishes |
|---|---|
| Shipping partner record | Product confirmed delivered and fulfilled in good condition |
| Product usage from the activity log | The account associated with the order used the product after the delivery date |
| Order details and checkout record | What was bought, when, and by which account |
| Terms and conditions | The delivery and risk-of-loss clause the customer accepted at checkout |
What the agents found
Delivery evidence alone is often contested. The stronger finding came from behaviour: the customer claimed they never received the item, while the activity log showed the product registered and in use after the delivery date. The agents paired that with the specific terms-of-service section on delivery and risk of loss that the customer accepted when completing the purchase.
A tracking number says a parcel moved. A usage log says the person using the product is the person disputing it.
What this means for the data you send
Both examples turn on data that lives outside the payment processor:
- Device, IP, and account history win fraud cases. See E-commerce data.
- Usage and activity logs win item-not-received and not-as-described cases. See Enrich a dispute.
- Support conversations frequently contain an admission that settles the case. See Customer communication.
If a dispute of yours would rely on data Chargeflow has no connection to, connect it before the dispute arrives rather than after. See Integrations.
Next step
More reason codes are documented as they are worked end to end. The full catalog of codes is in Reason codes.