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However, where the retailer can provide suitable compelling evidence that meets the required criteria, Fruugo will endeavor to defend the dispute on your behalf. We will contact you by email to ask for your compelling evidence, you will be given a maximum of 3 working days to respond, after which your right to submit evidence will expire.
What is compelling evidence?
Every chargeback is different, so the evidence you provide will vary depending on the reason for the chargeback and the documents you have available.
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Chargebacks are usually filed within 180 days of the transaction, but in some circumstances, they can be filed beyond this time-frame as well. Therefore, we suggest you retain your shipment information, tracking reference numbers, and proof of delivery documents for a minimum of 180 days - or longer if possible.
Should I refund the transaction?
Please do not refund a transaction that you have been notified is in dispute.
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