> ## Documentation Index
> Fetch the complete documentation index at: https://developers.uqpay.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Responding to Disputes

> How to evaluate and respond to disputes, including evidence requirements and submission guidelines.

## Overview

When receiving a dispute notification, merchants must act before the deadline. Failure to respond results in automatic refunds and associated fees.

## Decision Framework

Evaluate disputes by considering:

* Validity of the cardholder's claim
* Available evidence to counter the claim
* Possibility of amicable resolution (store credit, replacement)

## Response Options

**Accept Dispute** -- Submits agreement with the cardholder's claim to the issuing bank. This acknowledges the refund validity without admitting wrongdoing. The dispute fee still applies regardless of acceptance.

**Counter Dispute** -- Opens a guided form for evidence submission relevant to the dispute and response type, allowing file uploads.

## Evidence Strategy

### Key Principles

Evidence must be relevant to the dispute reason, concise, professional, and factual without excessive detail.

### Required Evidence Types

1. **Customer Authorization Proof** -- AVS matches, CVC confirmations, signed receipts, IP address verification.
2. **Service/Delivery Proof** -- Full delivery address documentation, system logs for digital goods.
3. **Terms of Service** -- Screenshot showing checkout presentation of policies.
4. **File Organization** -- Combine same evidence types into single files. Only one file per evidence category.

### Technical Specifications

* Accepted formats: PDF, JPEG, PNG
* Combined file size limit: 4.5 MB
* Maximum 50 pages
* Font minimum: 12 point
* Document orientation: Portrait (screenshots may be landscape)

## Submission and Outcomes

Once submitted, evidence enters "under review" status. Banks determine outcomes:

* **Won**: Dispute overturned; chargeback refunded (fee retained).
* **Lost**: Dispute upheld; refund permanent.

## Special Cases

**Partially Refunded Payments** -- Include refund documentation (amount, date) even when accepting the unrefunded portion.