📍 Bolt Help / Merchants / Bolt Features & Policies / Policies / Disputes / Dispute Documentation

Dispute Documentation

The documentation our team requires you to submit 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.

Network Reason Code
Amex F29
Discover UA02
MasterCard 4837 or 4863
Visa 10.4

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:

  • Card not present rebuttal letter
  • 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

Network Reason Code
Amex C05
Discover AP
MasterCard 4841
Visa 13.7

Required documentation:

  • Cancelled order rebuttal letter
  • 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.

Network Reason Code
Amex C02
Discover 8002
MasterCard 4860
Visa 13.6

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:

  • General rebuttal letter
  • 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:

  • Card not processed rebuttal letter
  • 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.

Network Reason Code
Amex C31
Discover RM
MasterCard 4853
Visa 13.3

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:

  • Defective or not as described rebuttal letter
  • 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.

Network Reason Code
Amex P08
Discover 4534
MasterCard 4834
Visa 12.6

Required documentation:

  • Duplicate processing rebuttal letter
  • 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.

Network Reason Code
Amex C08
Discover RG
MasterCard 4855
Visa 13.1

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:

  • Merchandise not received rebuttal letter
  • 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

Network Reason Code
Amex R03
Discover 6005
MasterCard 23
Visa 30

Required documentation:

  • Retrieval request rebuttal letter
  • 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

Network Maximum file size Maximum number of files
American Express Each file < 1 MB 7
Visa All files < 10 MB 7
MasterCard All files < 10 MB 7
Discover All files < 10 MB 7
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