Organize chargeback evidence before the file goes cold.

This checklist is written for merchants and operators organizing evidence for chargeback review. It is not a guarantee of dispute success and should be adapted to the payment processor, card network, product category, and merchant policies involved.

Order and payment record

• Order ID, invoice ID, transaction ID, and processor reference.
• Purchase date, settlement date, amount, currency, and payment method.
• Billing name, billing address, email, phone, and account history.
• AVS, CVV, 3DS, device, IP, and risk-screening details when available.

Fulfillment or service proof

• Tracking number, carrier, delivery status, delivery date, and signature if available.
• Proof of digital delivery, account login, usage, download, or activation.
• Service agreement, statement of work, completion notes, or acceptance record.
• Photos, packing slip, bill of lading, or delivery confirmation for physical goods.

Policy and customer notice

• Refund, return, cancellation, subscription, and shipping policies shown at purchase.
• Terms accepted, checkbox state, checkout timestamp, or account agreement.
• Prior refunds, credits, replacements, or concessions already offered.

Communication record

• Support tickets, email threads, chat transcripts, call notes, and SMS logs.
• Customer acknowledgements, refund requests, delivery questions, or dispute statements.
• Internal owner notes showing who reviewed the issue and what was decided.

Review before submission

Before submitting or escalating, make sure the file tells one consistent story. Remove duplicates, label each attachment, and write a concise summary that connects the evidence to the reason code or dispute issue.