Tide needs certain documents to review and support your claim relating to your account.

Services not provided/Merchandise not received

The payer claims that merchandise or services that they you provided were not received or not received on time.

To defend against this dispute, you must provide:

Merchandise:

• Description of the goods.

• Signed proof of delivery, and AVS match.

• Communication where the cardholder confirms possession of the goods.

• Explanation why shipment was delayed.

Digital Goods:

• Confirmation email.

• Description of the digital goods and the date and time they were purchased and downloaded.

• Record of previous non-disputed payments.

Services:

• Confirmation email.

• Proof that the cardholder received the service at the agreed date and time.

• Communication with the cardholder after the payment.

Canceled merchandise/services

The payer’s bank received a notice from the cardholder stating that they returned merchandise or canceled services, but the credit has not appeared on the cardholder’s statement.

To defend against this dispute, you must provide:

Merchandise / Digital Goods:

• Copy of invoice / confirmation email.

• Proof that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.

• Proof that the cardholder initially received the merchandise and did not return the merchandise.

• Proof that cardholder has not contacted you to solve the issue.

Services:

• Copy of invoice / confirmation email.

• Demonstrate that the cardholder received your cancellation or return policy and did not cancel according to the disclosed policy.

• Proof that cardholder has not contacted you to cancel the service.

Goods not as described/defective

The payer claims the goods were not as described or disputes the quality of the merchandise or services.

To defend against this dispute, you must provide:

Merchandise:

• Proof that the cardholder 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 DHL-signed proof of delivery.

• Email communication with the cardholder.

Digital Goods:

• Proof that the cardholder has not contacted you to solve the issue.

• Evidence to prove that the merchandise was as described or was not damaged or defective.

Services:

• Proof that the cardholder has not contacted you to solve the issue.

• Evidence to prove that the service was as described.

Counterfeit merchandise

The merchandise was identified as counterfeit by the customer or a third party, for example, a customs agency.

To defend against this dispute, you must provide:

Merchandise / Digital Goods / Services:

• Copy of invoice.

• Neutral third-party opinion.

• Certificate of authenticity.

Misrepresentation of the purchased good and/or service

The payer claims that the terms of sales (Terms and Conditions) were misrepresented.

To defend against this dispute, you must provide:

Merchandise / Digital Goods / Services:

• Proof that your Terms and Conditions were clearly communicated before the transaction was processed.

• Proof that the cardholder acknowledged your Terms and Conditions (for example, a screenshot of the checkout page of your website showing that the cardholder accepted the Terms and Conditions by selecting a checkbox before proceeding to the payment).