Dispute notification

Dear Merchant,

Worldpay has received a request for information concerning the transaction with order code:TEST12345

In order to meet the deadline determined by the financial institution please respond to this request within 5 working days [see Note below]. Failure to respond will result in a chargeback, with the merchant being liable for all costs. Please note that financial institutions will not accept information supplied after the timeframe allowed has expired. To avoid the dispute ending in a chargeback you must log on to the Merchant Administration Interface, select 'Risk', then 'dispute management', select the 'Submit Info' button of the disputed order(s) and fill out all relevant information.

The information should include at least the following:

• a complete invoice including the shop name, customer name, amount, product specification and delivery address / courier tracking

• proof of delivery (if applicable) showing the cardholder's signature

• any additional information you may have to contest the dispute (e.g. copy of credit cards or card holder passports, flight tickets or any kind of tickets...)
  

You may attach files. Please note any file exceeding the size of 2 megabytes may be discarded. Please check file size before submitting. If you wish to attach more than one file these extra files should be zipped into one file. When you have compiled the information simply press the 'Submit info' button and your file will be forwarded to the financial institution.

The kind of information you send is really important, it has to prove that the cardholder did the order. Please note that the financial institution and not Worldpay decides if the transaction should be charged back. If the acquirer decides that the transaction results in a chargeback and you do have more information to fight the chargeback, you can supply it via the merchant interface (using the same procedure as explained above).

Kind regards,

Worldpay