Mastercard dispute documentation requirements

Checkout.com would like to remind you of the requirements and limitations on supporting documentation to defend Mastercard dispute cases.

When you respond to a dispute through the Checkout.com Dashboard or our Disputes API, please ensure that you are aware of the limitations below. Mastercard may reject representments that do not match their requirements or assess fees where the documentation exceeds their page limit.

What limitations are in place?

When you challenge a dispute via the dispute form or API, please note the following limitations:

• The total size of documents uploaded to challenge a dispute must not exceed 14.5 MB
• The resolution of any raster (pixel based) file must not exceed 300 PPI
• The total size of any raster (pixel-based) file must not exceed 30 million pixels
• Ensure that you limit the number of pages to 19 – if there are more than 19 pages, Mastercard will impose a fee of 1 EUR per page

Visit our Documentation for a full list of limitations by card scheme. If you have any questions about these requirements, please contact your Account Manager or raise a Support request and we’ll be happy to help.