Why evidence is the deciding factor
Good evidence wins disputes. Bad evidence, or no evidence, loses them. Banks and card networks do not know your business, your product, or your customer. All they have is what you submit.
A complete, organised evidence pack signals professionalism and gives the reviewer everything they need to rule in your favour. An incomplete or disorganised pack signals doubt, even when you are in the right. The quality of your submission matters as much as the facts of the case.
What banks want to see
Reviewers are looking for a coherent story: customer placed an order, merchant fulfilled it, delivery was confirmed, and policies were communicated. Cover each part of that story and your evidence pack will be far stronger than most.
The five categories of evidence
Organise your evidence into these five categories. Together they cover the complete lifecycle of the order from placement to delivery.
- Order and payment evidence
- Shipping and delivery evidence
- Customer communication evidence
- Product and policy evidence
- Platform and technical evidence
Not every category applies to every dispute. Focus on the categories most relevant to the chargeback reason code, and include everything you can from the others as supporting context.
Order and payment evidence
This is the foundation of your evidence pack. It proves the transaction was legitimate and that the customer knowingly placed the order.
Order and payment checklist
- Order confirmation showing customer name, email, delivery address, item(s) ordered, and order total
- Payment confirmation from your payment processor showing the charge matched the order amount
- The order ID or transaction reference number
- IP address of the customer at the time of order (available from Shopify order details)
- AVS (address verification) and CVV match results if available from your processor
- For repeat customers: previous order history showing the same card, address, or email was used before without issue
Shipping and delivery evidence
Shipping evidence is critical for item-not-received disputes and often decisive for delivered-but-disputed claims. Gather everything the carrier can provide, not just the tracking page screenshot.
Shipping and delivery checklist
- Shipping confirmation email sent to the customer with tracking number
- Carrier tracking record showing all events: label created, in transit, out for delivery, delivered
- Delivery confirmation showing the date, time, and delivery address
- Proof of signature or delivery photo if your carrier collected one
- Screenshot of the delivery event on the carrier's website, labelled with carrier name and tracking number
- If you use a fulfilment partner: their confirmation that the order was packed and dispatched
- GPS coordinates or driver notes if the carrier can provide them
Customer communication evidence
Communication history shows that you fulfilled your obligations as a merchant: you confirmed the order, notified the customer about shipping, and responded to any issues. It also shows the customer's own statements before the dispute was filed.
Customer communication checklist
- Order confirmation email sent to the customer (screenshot or PDF export)
- Shipping notification email sent to the customer including tracking number
- Any support tickets or chat logs between you and the customer
- Any emails or messages where the customer acknowledged receiving the item
- If the customer requested a refund and you processed one: the refund confirmation
- If the customer agreed to a resolution before filing the chargeback: that conversation in full
Product and policy evidence
Product and policy evidence demonstrates that the customer knew what they were buying and what the terms were. This is especially important for item-not-as-described and subscription cancellation disputes.
Product and policy checklist
- Screenshots of your product listing including title, description, photos, and price at the time of purchase
- Your return and refund policy (full URL and complete text)
- Your shipping policy (full URL and complete text)
- Any warranty or guarantee terms if relevant to the dispute
- If the dispute is about item not as described: photos of the actual product as shipped
How to organise and submit your evidence pack
Organisation is as important as completeness. A well-structured pack tells the reviewer exactly what each document is and why it matters.
- Name every file clearly using a consistent numbering scheme: 01_order_confirmation.pdf, 02_payment_confirmation.pdf, 03_tracking_screenshot.png.
- Write a short cover summary (one page maximum) listing each piece of evidence and what it proves.
- Submit everything in one upload. Multiple separate submissions can cause confusion and may not all be reviewed.
- Compress screenshots to a readable size, but not so small that text becomes unreadable.
- Use PDF for documents and PNG or JPG for screenshots. PDF is the most universally accepted format.
- Check your payment processor's file size limits before uploading. Some processors have strict limits per file and in total.
Cover summary tip
Your cover summary should read like a brief: here is the order, here is what happened, here is the evidence that supports my response. One sentence per piece of evidence. Clear and factual.
Build your evidence pack with DisputeDesk
DisputeDesk helps ecommerce merchants organise chargeback evidence and draft customer responses in minutes.
Disclaimer
DisputeDesk is not a law firm. Outputs and templates from DisputeDesk should be reviewed before use. Merchants are responsible for their own customer communications and dispute submissions. Nothing on this page constitutes legal advice.
Frequently asked questions
How many pieces of evidence should I include in my chargeback pack?
More is generally better, but only if the evidence is relevant and clearly labelled. An evidence pack with 10 well-organised, clearly labelled files is more effective than 30 unlabelled screenshots. Focus on covering each of the five categories: order data, shipping, communications, product, and policy.
Does tracking proof always win a chargeback?
Tracking proof is important for item-not-received disputes, but the carrier's delivery scan alone is not always enough. You also need to show that the delivery address on the tracking matches the delivery address on the order. Some card networks require a signature for high-value orders. The more corroborating evidence you have, the stronger your case.
What if I do not have a signature on delivery?
Not having a signature does not automatically lose you the dispute. Present all other delivery evidence you have: the tracking record, the delivery scan, a carrier photo if available, and the order details. If your shipping policy states that signature is not required for orders under a certain value, include that policy as part of your evidence.
Should I submit a refund to avoid the chargeback fee?
This is a business decision. If you issue a refund before the bank rules, you may still owe the dispute fee depending on your processor. If you have strong evidence, responding is worth the effort. If you have no evidence, or if the dispute is for a very low value, the cost of responding may exceed the amount at stake. Consider both the financial and time cost before deciding.
Can I use email screenshots as evidence?
Yes. Email screenshots are commonly accepted. Make sure they show the full email including the sender address, recipient address, subject line, and date. Export or print to PDF where possible to preserve formatting and make the content easier to read in the submission.