[gnicholas]

They're claiming that it costs them 20 euros to manage evidence that the merchant uploads? What does this process entail, other than forwarding that evidence on to the customer's bank?

I find the dispute fees to be high already, since a customer can initiate a dispute with near-zero effort, but then I have to run around and gather evidence showing that their claim (for which they have to provide zero evidence) is not true. If someone has a subscription with me and it's renewed for several years, and then they decide they don't want it anymore (but don't tell us), they can initiate a "fraud" claim with their bank, which means that I have to prove it wasn't someone else who used their card — with their email address — to set up the account years ago.

I have usually been able to email the customer, ask if/when they asked to terminate their account, and submit that as evidence that no request was made prior to the fraud allegation.

But there should be a higher standard for the initial claim (some evidence should be required, which would at least ensure that claims are correctly categorized as "third party fraud" versus "I forgot this was a subscription").