ZocumentsOn this page
Save these records first
Pull them from the carrier and your order system before anything expires
- Carrier tracking page showing delivered status, date, and time — from the carrier site, not a cropped screenshot of a dashboard widget.
- Full delivery address on that page, matched to the checkout address.
- Signature, photo, GPS, locker, or front-desk note if the carrier captured one.
- Shipment notification you sent the customer (email/SMS) and any "where is my order" thread after the scan.
- Order confirmation with the same order ID, amount, and ship-to address.
- Customer delivery instructions from checkout ("leave at door," "use locker," neighbor note).
Why each piece matters
| Record | What it answers |
|---|---|
| Delivered scan + timestamp | Whether the carrier marked this shipment complete |
| Full address match | Whether delivery went to the address the customer used at checkout |
| Photo / signature / locker | Where the parcel went beyond a bare "delivered" status |
| Shipment notices + support thread | Whether the customer knew the order was moving and what they said after delivery |
| Order confirmation | Ties tracking to this payment, not another order |
What not to rely on alone
- A map screenshot of the neighborhood.
- A claim that "nobody steals from this block."
- A general refund policy — it does not prove receipt.
- Unrelated invoices or other customers' orders.
- A signature-required policy you adopted after this shipment.
If you already replaced or refunded
That record often matters more than arguing about the porch. Keep the replacement tracking, refund ID, or goodwill credit next to the original delivery proof so a reviewer sees the full timeline.
Next step
Open the item-not-received evidence guide for the full checklist, then organize those files into a packet you can submit through PayPal, Shopify, Stripe, Square, or the processor handling the case. Zocuments keeps the files in your browser and does not file the dispute for you.
You already earned the money. Don't give it up without making your case.
