Payment not authorised: responding to a fraud chargeback
The cardholder says they did not make the payment. You need the transaction and order record, fulfilment records and any communication. Decided by the processor and the issuing bank.
The buyer says
“I did not make this payment.”
What decides it
Whether authorisation and fulfilment signals point to the same person.
Claims to prove and the materials that carry them
The workbench’s evidence check marks each of these supported or missing.
| Claim | What proves it |
|---|---|
| Transaction and order record | Order and payment record |
| Fulfilled as ordered | Dispatch and delivery records |
| Communication with the buyer | Communication record |
Recommended evidence modules
- Order & payment
- Transaction authorisation
- Dispatch record
- Proof of delivery
- After-sales chat
- Platform rules
- Similar cases
Where to submit on each platform
Stripe
- Dashboard → Payments → Disputes → this dispute
- Paste text per field; upload combined files
- Submit and save the receipt
Combine multiple files of one evidence type into one; audio/video and external links are not reviewed
PayPal
- Resolution Center → this case
- Paste the statement; upload attachments
- Submit and save the receipt
Resolution Center asks for evidence by case stage; deadlines per notice
Customer disputes, claims, chargebacks, bank reversalsHow long does it take to resolve a dispute or claim?
Shopify Payments
- Shopify admin → Orders → this order → Chargeback
- Paste the statement; upload attachments
- Submit and save the receipt
Evidence is submitted in Shopify admin; the card issuer decides
Questions
What do I need for “Payment not authorised”?
The claims to prove are: Transaction and order record; Fulfilled as ordered; Communication with the buyer. The materials that carry them: Order and payment record; Dispatch and delivery records; Communication record.
Can I submit with gaps?
Yes, but know which point is missing and whether it decides the case. Rebuti’s evidence check marks each point supported or missing before generating and says what would close the gap; if you cannot, you can generate with the gap and the statement will not invent anything.