How to Submit Evidence for "Service Not Received" Claims
In this type of dispute, the camper claims they never received the service they paid for — in other words, they claim they never stayed at your campground.
If the camper did stay and you have documentation showing their presence, you may have strong evidence to challenge the dispute.
What evidence should you submit?
Your goal is to show that the camper was physically present and that the service they paid for was provided.
Show that the camper was physically present
Useful evidence may include:
- Signed check-in or registration form — Shows that the camper checked in and acknowledged their stay.
- Photos of the occupied site — Photos showing the camper's RV or vehicle at the assigned site can help establish their presence.
- Security camera footage — If available, footage can provide additional evidence of arrival or presence.
- Staff notes or records — Documented interactions between your staff and the camper during their stay can support your case.
Show that the service was provided
Depending on your campground, you may also have:
- Utility usage records — Electric or water meter readings associated with the site.
- Wi-Fi access records — If available, records showing devices connected during the stay.
- Amenity usage records — Information showing use of amenities such as the pool, laundry, showers, or dump station.
- Check-out records — Documentation showing that the camper completed their stay.
Use multiple types of evidence
Whenever possible, submit different types of evidence that independently support the same conclusion.
For example, a signed registration form plus a site photo can be more useful than submitting several documents that all show the same information.
What if the camper never arrived?
If the camper genuinely did not stay at your campground, your evidence should focus on the circumstances surrounding the reservation and your cancellation or no-show policy.
If your policy allows you to retain some or all of the payment for a no-show, submit:
- Your cancellation or no-show policy
- Evidence that the camper agreed to the policy
- The reservation details
- Any cancellation or no-show records
- Communications with the camper
In this situation, the dispute may be more closely related to the campground's cancellation or refund policy than whether the service was provided.
See Responding to Cancellation and Refund Disputes for more information.
Tips for responding
- Lead with your strongest evidence. Start with documents that clearly show the camper checked in or occupied the site.
- Use multiple types of evidence when available.
- Keep your response factual. Explain what your records show without making assumptions about the camper's intentions.
- Submit your evidence before the deadline. The exact deadline is displayed in the Disputes tab in your RoverPass account.
A simple habit can make these disputes easier
Take a photo of each occupied site at check-in whenever possible.
A site photo, combined with your check-in records, can provide useful documentation if a camper later claims they never stayed.
🧾 Submitting Your Evidence
Alongside your documents, it's essential to provide a clear, concise, and factual explanation of the situation.
This written statement should:
- Summarize the key facts of the transaction
- Explain why the dispute is invalid
- Help the card issuer understand your position quickly and easily
Think of it as telling your side of the story—keep it professional, objective, and backed by evidence.
Make sure your submission is:
- Clear and easy to read
- Relevant to the reason for the dispute
- Well-documented with supporting files (PDFs, images, screenshots)