The documentation our team requires you to submit for Bolt’s dispute representment depends on the reason that the customer initiated the chargeback. Send as much documentation as possible to help our team win your representment.

Chargeback Reason Codes

Fraud (Card not present or transaction not authorized)

The customers claims unauthorized or fraudulent use of their card.

You’ll need to prove that you did not place the order on the customer’s behalf, update their shipping details without confirmation from Bolt, or force approve an order that Bolt blocked for suspected fraud.

Required documentation:

• Order invoice
• Proof of delivery
• Order tracking number
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Cancelled order

Required documentation:

• Return policy
• Order invoice
• Proof of delivery
• Order tracking number
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Credit not processed

The customer claims that they have not received a refund that you owe them.

You’ll need to prove that the refund was issued prior to the chargeback; that the goods were not returned; or that the goods were returned without appropriate authorization.

Required documentation when a refund has processed:

• Proof of refund
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Required documentation when a refund has not processed:

• Return policy
• Order invoice
• Proof of delivery
• Order tracking number
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Defective or not as described

The customer claims that the product is not as described or defective.

You’ll need to prove that the goods delivered were in fact what was described; that they were delivered in good condition; and that the customer didn’t attempt a return. On top of that, you’ll need to prove that the goods were shipped in a timely fashion to the correct shipping address, and received prior to the dispute.

Required documentation:

• Product details (photos, description, URL)
• Return policy
• Order invoice
• Proof of delivery
• Order tracking number
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Duplicate processing

The Duplicate Processing chargeback code is issued by a customer when they’ve accidentally placed two orders.

Required documentation:

• Return policy
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team
• For both orders:
  • Product details (photos, description, URL)
  • Order invoice
  • Proof of delivery
  • Order tracking number

Merchandise not received

The customer claims to have not received the product they ordered.

You’ll need to prove that the goods were shipped in a timely fashion, shipped to the correct shipping address, and received prior to the dispute.

Required documentation:

• Order invoice
• Shipping receipt with date of shipment
• Proof of delivery
• Order tracking number
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

Retrieval request

Required documentation:

• Product details (photos, description, URL)
• Order invoice
• Shipping receipt with date of shipment
• Proof of delivery
• Order tracking number
• Proof of refund
• Any correspondence you have with the customer
• Any additional information requested by the Dispute team

File Limitations