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Solve this first
Build a useful evidence checklist
Select only the records you actually have. This creates a focused starting point; it does not decide the outcome.
Select the records you have to make a checklist.
Build my responseThe short answer
- Read the dispute reason on the notice — not the reason you wish it were.
- Pick the smallest set of records that directly answer that reason.
- Label each file for the claim it supports.
- Leave out policies, screenshots, and other orders that do not speak to this claim.
Match the record to the reason
| If the claim is | Submit records that show | A weak substitute |
|---|---|---|
| Not received / item not received | This order was delivered, picked up, accessed, or performed | Refund policy, unrelated invoices |
| Not as described / defective | What was advertised versus what was delivered, plus any remedy | Tracking that only proves a box arrived |
| Unauthorized / fraud | The legitimate cardholder authorized or received this purchase | A general statement that you "know" the customer |
| Duplicate | Two charges are two orders, or the extra one was reversed | Delivery photos of one order |
| Credit not processed | The refund posted, or why it was not due | Outbound tracking for the original shipment |
| Subscription cancelled | Terms accepted, cancel request, charge date, usage in the billed period | A shipping label |
Rank what you already have
- 01Direct proof
Delivery scan with full address, refund ID, two distinct invoices, listing versus delivered item.
- 02Customer acknowledgment
A message about this shipment or order — not a newsletter open.
- 03Policy shown before purchase
Only if the reason is about policy, and only the relevant section.
- 04Context
AVS, prior orders, account history — helpful when they support direct proof, not when they replace it.
Organize before you upload
A reviewer should find the answer without hunting. Use a short cover position, an exhibit index, and labeled files. If you want to work through the records first, use the Chargeback Evidence Guide to build a reason-specific plan. For chargeback evidence packet construction, see the response packet guide; use what not to submit to keep the packet focused.
