Overview
When merchants operate through a partner platform integration and do not have direct access to the Tonder dispute dashboard, all chargeback evidence must be submitted via email to the Tonder Risk Operations team.
This ensures that the dispute can be processed and submitted to the acquirer within the required card network deadlines.
1. Evidence Submission Channel
All dispute evidence must be sent to:
The RiskOps team will review the documentation and submit the evidence to the respective acquiring bank.
2. Email Subject Format (Required)
The email subject must contain the chargeback ID exactly as follows:
Format
[CHARGEBACK_ID] CHARGEBACK
Example
1600000000 CHARGEBACK
This allows the RiskOps team to correctly identify and process the dispute.
3. Evidence File Format (Strict Requirement)
All dispute evidence must be provided in one single PDF document.
Requirements
All evidence must be combined into one PDF file
Multiple files are not accepted
Images or screenshots must be embedded in the PDF
The PDF must be clear and readable
Correct Example
1600000000_evidence.pdf
Incorrect Examples
❌ Multiple attachments
❌ ZIP files
❌ Separate screenshots
❌ Word documents
4. Recommended Evidence Contents
The evidence document should include the following information when applicable:
Transaction confirmation
Payment authorization details
User account information
Proof of service usage or delivery
IP address and device information
Terms and conditions acceptance
Communication with the customer
Any additional documentation supporting the legitimacy of the transaction
Providing complete documentation significantly increases the chances of winning the dispute.
5. Chargeback Feedback
Once the dispute evidence has been reviewed and submitted, the Tonder RiskOps team will provide feedback when available.
This feedback may include:
Confirmation of evidence submission
Additional documentation requests (if needed)
Acquirer or card network responses
Final dispute outcome (Won / Lost)
Please note that dispute resolution timelines depend on the card networks and issuing banks, and may take several weeks or months.
6. Important Notes
Evidence must be submitted before the deadline indicated in the chargeback notification.
Late submissions cannot be processed by the card networks.
Incomplete evidence reduces the probability of winning the dispute.
The Tonder RiskOps team continuously monitors disputes to ensure a healthy chargeback ratio and proper operational control.