Can Token of Trust help me fight a chargeback?

Receiving a chargeback claim through your payment provider can be a frustrating situation. If you choose to dispute the chargeback providing evidence of verification during the transaction can significantly improve your position.

If you have Token of Trust verifications enabled on your transactions you can access your verification evidence by accessing your HQ account. Follow these instructions:


  1. Log into your Token of Trust HQ here.
  2. Navigate to "Identity" in the left sidebar.
  3. In the search bar enter the consumer email address associated with the chargeback.
  4. You will see the verification history for this user.

Every payment provider has a slightly different requirements for how they accept evidence in your dispute. We cannot share the customer documents directly with you however we can provide a statement attesting to our verification service. We may be able to communicate directly with your payment provider or merchant account agent. Contact success@tokenoftrust.com with your transaction for more help.


The one last piece of evidence that might be useful is your public trust profile that we host. You can find that page here: https://app.tokenoftrust.com/com/[yourdomain.com]. It will be labeled as you "FAQ Page" in your Org Settings.


We route your consumers to this page when they have questions. Your payment provider might accept this link as evidence in your dispute as well.

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