Working with Support Documents
Support documents provide proof that an order was requested and delivered to your customer, and are required if you choose to represent a chargeback case. This section provides information on how to use iQ to attach, view, replace, and delete support documents.
The iQ Chargeback system allows you to submit support documents in any of the following file formats: gif, jpg, pdf, png, and tif (recommended). Because TIFF 6.0 is the standard format required by the credit card networks, the system converts your file to this TIFF format.
Note the following limitations and restrictions when working with chargeback support documents:
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Limit the page size of uploaded documents to a maximum of 8.5 in. x 14 in. (legal size). Letter size, 8.5 in. x 11 in. is preferred (letter size only for American Express chargebacks).
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Avoid the use of color documents. Scan/create all documents in black and white to optimize the conversion process.
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You can store a maximum of 10 MB of data for each case. Due to the conversion process, you may not know the final file size until after the upload/conversion process. Verify your remaining available space by checking the cumulative size of all files uploaded/converted. The Attached Documents panel displays this information.
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Individual files you upload (before conversion) can not exceed 2 MB in size (1 MB for American Express chargebacks).
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You can upload a maximum of fifty (50) support documents. The Attached Documents panel displays the number of documents you have stored with this case at the top of the panel.
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You must use a unique file name for each support document you attach to a case. You should choose filenames that are meaningful to you. For example, you may wish to use the date of purchase, merchant name, or order number as part of the file name.
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Support documents for Mastercard Retrieval Requests can not exceed four pages.
As long as this case remains in your Merchant Queue, you can perform any the following document actions as needed: