Dispute evidence file requirements

Last updated: April 2, 2025

Schemes impose their own file limits for evidence you submit to challenge a dispute. If you submit evidence that does not comply with the scheme's requirements, they may reject it.

To streamline the evidence submission and review process, keep the evidence files short and highlight information relevant to the chargeback reason. For example, if the dispute was raised due to canceled merchandise, only submit the section of your cancelation policy that the customer violated and highlight relevant details.

Information

You can use third-party compression tools to reduce file sizes to meet the scheme's requirements.

Scheme	File requirements
Amex	You can submit a maximum of 5 files per dispute case. Individual file size for documents and images must not exceed 5 MB. Total file size for all submitted files must not exceed 25 MB. Files must be in PDF, JPG, TIFF, DOC, or DOCX format. Files can contain a maximum of 20 pages. Images must not exceed 300 DPI resolution.
Amex opt blue	You can submit a maximum of 5 files per dispute case. Total file size for all submitted files must not exceed 1 MB. Files can contain a maximum of 20 pages. Files must not contain blank pages. Files must be in black and white.
DCI	Files must be in JPG, TIFF, or ASCII format, as supported by Xchange System.
Diners + Discover	Total file size for all submitted files must not exceed 3 MB.
JCB	Total file size for all submitted files must not exceed 15 MB. Files must be in PDF format.
Mastercard	Total file size for all submitted files must not exceed 14.5 MB. Files can contain a maximum of 19 pages. If your file contains more than 19 pages, Mastercard bills you an additional 1 EUR for every page beyond the limit. Raster (pixel-based) files must not exceed 300 PPI resolution. Raster (pixel-based) files must not exceed 30,000,000 pixels.
Pinless (STAR, ACCEL, PULSE, NYCE)	The total file size for all submitted files must not exceed 5 MB.
Visa	Total file size for all files must not exceed 10 MB. Files must be in PDF format. The file resolution must be between 150 and 300 DPI. Ensure text is clear and legible when zoomed in.