ZocumentsOn this page
Cover
Merchant name, order ID, amount, processor, reason, dates, a one- or two-sentence customer claim, and a one- or two-sentence merchant position. Stripe's example tone is factual: who bought what, when it shipped, when tracking showed delivery. No adjectives about winning.
Index
Exhibit A supports tracking. Exhibit B supports the address match. If a selected evidence item has no file, the index should show that gap instead of implying the file exists. See exhibit index.
Exhibits
PDF, PNG, or JPEG that the portal will accept. Combine communications into one file when the portal allows one upload per type. Crop screenshots to the delivery line, the refund ID, or the cancellation timestamp. Do not send a link to a tracking page and hope the issuer clicks it. Shopify and Stripe both say not to include external links.
Example index for a not-received claim
| Exhibit | Record | What it must show |
|---|---|---|
| A | Carrier delivery page | Delivered status, date, and the full address from checkout |
| B | Order address screenshot | That checkout address matches the carrier address |
| C | Shipment notification email | The customer was told the package was moving |
