5 questions specific to this dispute type. Identifies your exact gaps before you package anything. Free, no account needed.
Free readiness check →Customer expected a refund you didn't issue.
Policy clarity is the defence.
Policy disputes often arise because the customer saw the return/refund policy but interpreted it differently, or did not see it at all. Reviewers need to see: the policy as it appeared at checkout, whether the customer was made aware of it, and the specific communication where the refund was declined. Without the policy clearly linked to the order, reviewers cannot confirm the merchant acted within their stated terms.
Proof requirements — Refund / Policy Confusion
What reviewers need to see. In priority order.
These are the documents that determine whether a reviewer can act without sending a follow-up request. MUST items are required for a defensible case. STRONG items significantly improve the outcome. HELPS items add depth.
| Evidence item | Priority |
|---|---|
| Return / refund policy as shown at checkout Screenshot or export of the policy page as it appeared when the customer placed the order. Includes the date it was published. | MUST |
| Order confirmation showing policy link or summary Proof the customer saw or had access to the policy at time of purchase. | MUST |
| Customer refund request and your response Both sides of the refund communication, date-ordered, showing you followed your stated policy. | MUST |
| Reason refund was declined — specific, not general 'Order placed 22 days ago. Policy states 14-day returns. Policy was visible at checkout.' is a defence. 'Per our policy' is not. | STRONG |
| Delivery confirmation Confirms item was received — relevant for return eligibility. | STRONG |
| Any return instructions offered (if applicable) Did you offer to accept a return? Evidence that you acted reasonably even if declining the refund. | HELPS |
One Invalidate for this case type: Screenshot or export of the policy page as it appeared when the customer placed the order. Includes the date it was published.
What changes with Vraimony
Before and after — same evidence, different structure.
BEFORE — what gets sent
- ✗ Policy page referenced but not screenshotted at the relevant date
- ✗ Refund decline email did not quote the specific policy clause
- ✗ No record of customer seeing the policy at checkout
AFTER — what Vraimony produces
- ✓ Policy as shown at checkout: dated screenshot — PASS
- ✓ Order confirmation with policy link: linked to dispute — PASS
- ✓ Decline email: specific clause quoted, date clear — PASS
How to build this in Vraimony
Three steps. One link to the reviewer.
Collect the MUST evidence items listed above. Each one is hashed client-side — files never leave your device as raw content.
$19.99 one case. The sealed record includes a review URL, a verify link, and a tamper-evident signature. The reviewer needs no account.
Seal one case — $19.99 → See what a decision-ready case looks like →What the reviewer sees
One link. No account. This is what the dispute team sees.
The reviewer opens the link and sees the record in this order — no attachments to open, no threads to reconstruct.
Zero follow-up requests = the record answered every question before they asked.
That is the only metric that matters.
Other WooCommerce dispute types
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◎ We organise your evidence. The reviewer makes the final call.