A chargeback evidence checklist should change when the dispute reason changes. The universal portion is small: identify the transaction, show what the customer agreed to, and preserve the processor deadline. Everything else should be selected because it proves or disproves the issuer’s specific claim.
Universal case cover sheet
Put these facts at the top: - merchant/order number; - processor dispute ID; - transaction date and amount; - customer name or account; - dispute category; - response deadline; - refund status; - one-sentence position: accept or contest and why.
Then list only the exhibits you will submit. This cover sheet is internal as well as useful for drafting: it prevents a team member from mixing two disputes for the same customer.
Fraud / card-not-present packet
Potentially relevant: - order details and checkout timestamp; - AVS/CVC or 3-D Secure result exposed by the processor; - billing and shipping details; - IP/device/session evidence; - account history; - prior undisputed orders using matching identifiers; - customer communications; - delivery or usage proof.
Do not claim that an IP address conclusively identifies the cardholder. The useful question is whether multiple independent facts connect the transaction to an established customer relationship or authorized use.
Product not received packet
For physical goods: - carrier and tracking number; - delivery date/time; - address used at checkout; - signature or delivery photo when available; - shipment confirmation sent to customer; - carrier investigation or customer conversation.
For digital goods: - account identifier; - access/login event; - download/stream/use timestamps; - IP/device where relevant; - entitlement activation; - customer support interactions.
Shopify expressly distinguishes physical tracking from digital access logs for this dispute type.
Not as described / defective packet
Include the exact product page or proposal version the customer saw, order/SKU, specifications, photos, return policy, complaint, troubleshooting/replacement offer, and return tracking if any.
A generic current product page is weaker if the description changed after purchase. Preserve versioned sales material when possible.
If the product was defective and you refused a valid remedy, the evidence may support accepting the dispute rather than fighting it.
Canceled recurring packet
Use signup and renewal facts: - subscription start; - accepted recurring terms; - billing frequency; - cancellation policy; - cancellation request timestamp; - effective cancellation timestamp; - disputed renewal timestamp; - pre-renewal notice where applicable; - post-renewal usage.
The timeline is the argument. If cancellation was valid before the charge under your terms, contesting is usually weak.
Duplicate / paid by other means packet
Put the two alleged transactions side by side: - processor transaction ID; - order number; - amount; - timestamp; - items/service period; - settlement status.
If both settled for the same order, refund or accept as appropriate. If they are two separate purchases, make the differences impossible to miss.
Credit-not-processed packet
Show return/cancellation date, refund policy, refund authorization, processor refund ID, refund date/amount, and customer notification.
If the credit was issued before the dispute, provide evidence of the actual credit transaction. A screenshot that says “refund queued” is weaker than a processor record showing it settled.
Evidence formatting QA
Before submission: - every screenshot shows context; - pages are readable without zooming; - dates/time zones are understandable; - the narrative points to exhibit numbers; - no contradictory refund or cancellation record is omitted; - no prohibited sensitive data is exposed unnecessarily; - the final PDF answers the actual reason.
Save exactly what was submitted. Also capture the processor portal’s evidence category and submission deadline before drafting. Some platforms map similar customer complaints to different reason categories, and that choice changes which documents are useful. If the portal language conflicts with an internal label, answer the portal’s stated dispute reason.
For a deeper chargeback response guide, see: {{BACKLINK_8}}
Build the packet in the order a reviewer can verify it
A practical evidence packet usually begins with the transaction: order identifier, amount, date, payment method reference, customer identity information, and the dispute reason. Next comes proof tailored to that reason. Delivery disputes need delivery proof; cancellation disputes need cancellation terms and usage after the alleged cancellation; duplicate disputes need two distinct orders or proof one of the apparent duplicates was voided.
Add the customer-facing terms that were actually accepted. Screenshots should show where the term appeared during checkout, not only a policy page that a customer might never have seen. When the processor accepts text explanations, point to each exhibit rather than restating the entire story.
Quality beats volume. Processor portals can impose file-size, page, or format limits, and irrelevant uploads can bury the decisive record. Remove internal notes, unrelated customer history, and sensitive data that the processor does not request. Keep a complete internal copy of exactly what was submitted and the submission timestamp.
Check legibility before upload
Export evidence at readable resolution and verify dates, amounts, names, and tracking numbers are visible after the processor compresses the file. Do not rely on color alone to identify exhibits. A one-page index naming each exhibit can help when the portal permits it, but the decisive evidence should still be understandable on its own.
Exclude sensitive data that proves nothing
Do not upload full card numbers, unrelated identity documents, or private account history merely to make the packet look substantial. Use the minimum information needed to connect the customer, transaction, and disputed event under the processor's rules.