Most chargebacks are lost not because the merchant was wrong — but because the file made it hard for the dispute team to decide.
Your payment processor opened a chargeback.
You have days — not weeks — to respond.
Chargebacks are won or lost on the quality of evidence, not the strength of your argument. One organised, timestamped record submitted as a single bundle is more effective than a folder of attachments the reviewer has to piece together.
Chargeback / Dispute Response Checklist
Operational checklist for merchants. Integrity-only language. No claims of promised outcomes.
1) Fast checklist (before you submit)
- Confirm deadlines in your payment provider / marketplace portal.
- Respond with a single bundle (fewer attachments, less confusion).
- Keep it factual: dates, what you shipped, what you recorded, what the carrier shows.
- Do not over-claim: avoid “court-proof”, “win promise”, “identity verified”.
2) What to attach
- Evidence Sheet (PDF) — one-page summary + verify link.
- Proof Card (PNG) — quick visual status + receipt id.
- Receipt JSON — portable copy (only if the portal accepts JSON/text).
- Order info — order number, item/SKU, dates, value, shipping service level.
- Carrier artifacts — tracking page screenshots, drop-off receipt, delivery status.
- Message excerpt — customer dispute message and your reply (redact personal data if required).
Tip: if the portal limits attachments, prioritize PDF + carrier proof + order info.
3) What to avoid claiming
- Do not claim certainty: “promised”, “undeniable”, “conclusive proof”.
- Do not claim identity/authorship: “we verified the customer”, “we proved who opened it”.
- Do not claim delivery/condition as proven: integrity evidence ≠ delivery confirmation.
- Do not make legal conclusions: “fraud”, “criminal”, “illegal” (unless you have counsel and a filing).
- Do not upload unnecessary personal data: keep it minimal and relevant.
Use “integrity-only” wording: “tamper‑evident record”, “supports auditability”.
Template generator (local)
Select a reason and platform style, then copy a legally safe template. This is guidance only. No guarantees. No portal integrations.
Integrity-only. No legal advice. No promise of admissibility/court acceptance.
4) Suggested “integrity-only” wording (copy/paste)
Short statement
Attached is a tamper‑evident (integrity‑verified) timeline bundle for this order. It includes a 1‑page Evidence Sheet and a Proof Card with a Verify link. This supports integrity checking (what existed when); it does not prove identity, delivery/condition, or intent.
Timeline framing
We recorded integrity checkpoints under these event names: packed → handed_over → delivered → opened. The carrier tracking screenshots are included as informational references.
Keep your narrative to 5–8 sentences max. Attach the bundle. Let the portal reviewer scan the Verify link.
5) If the dispute is about “empty box / wrong item / used item”
- Attach Packing Proof (photos/video hash + packing checklist version).
- Attach Handover Proof (drop-off receipt + tracking start screenshot).
- If applicable, request an unboxing video and seal the received media hash (Remote Collection).
Reality Audit
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The evidence you need depends on why the dispute exists.
Select your case type. Each reason has a different One Invalidate, a different evidence list, and a different deadline. Getting the wrong one wrong means the reviewer cannot act.
- Proof of delivery (tracking + signature)
- Order confirmation with customer details
- Communication log showing delivery attempts
No delivery confirmation — processor defaults to cardholder
Tracking must show delivered to the billing address, not just shipped
Delivery status alone is not the verdict. Each status opens a different evidence path.
Carrier proof is often decisive — but DELIVERED ≠ case closed — DELIVERED from the carrier does not automatically close a dispute. It opens a new set of evidence requirements depending on the claim type.
- POD with signature or photo
- Delivery address matches billing address
- Communication log showing complaint timing
Key gap: Show delivery was to the billing address — not just to the postcode
- Attempt notice with date/time
- Re-delivery or collection option offered
- Communication to buyer
One thing that blocks the reviewer. One thing that unblocks them.
If there is no proof of delivery or fulfillment at the address or account that filed the chargeback — the card network reviewer has no basis to confirm the transaction was legitimate from the merchant side. The dispute defaults to the cardholder.
- Original transaction record — PASS · degree 9
- Delivery confirmation (tracking, signature, screenshot)
- Customer communication thread pre-chargeback
- Refund policy as stated at time of sale (Declared)
- Chargeback notice reference number
- Transaction is confirmed — not just asserted
- Delivery is evidenced — degree reflects verification level
- Communication history shows good-faith engagement
- Refund policy was in place at time of purchase
- Bank/platform reviewer sees structured facts — not narrative
- Resolve in merchant's favour — ACK
- Request additional delivery proof — MER
- Escalate to dispute resolution team
- Issue provisional credit reversal
- Export record for internal dispute file
Free diagnostic. $19.99 to fix and send.
◎ We organise your evidence. The reviewer makes the final call.