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The five-part digital delivery chain
| Record | What it should connect | Weak version |
|---|---|---|
| Purchase | Date, amount, product, customer email or account. | A screenshot with no order or transaction identifier. |
| Account match | The account or email in the order and the account that received access. | An IP address with no customer or account link. |
| Delivery | License email, invitation, download, or access grant and its timestamp. | A link to a live page that may change or expire. |
| Access or use | Login, download, lesson view, license activation, or service event after purchase. | Saying the customer could have accessed it. |
| Support context | A relevant request and your response, if the customer reported a delivery problem. | A marketing email or generic terms page. |
Export for a reviewer, not for your database
- 01Filter to this order
Do not submit a raw account dump. Isolate the disputed payment and the account or email it created.
- 02Put timestamps in one timezone
Label the timezone and keep payment, delivery, login, download, and support events in chronological order.
- 03Explain each event in plain English
A reviewer should know what a license activation or lesson view means without knowing your product internals.
- 04Redact unrelated customer data
Remove other users, secrets, tokens, and internal notes. Keep enough context to connect the event to the disputed transaction.
Match the chain to the reason
For a not-received claim, lead with delivery and access. For an unauthorized claim, add the authorization signals and account history that your processor requests. The digital delivery evidence guide explains the individual records; the reason guide explains how to frame them.
If the log is incomplete
Say what the system actually records. A delivery email plus an account match may be useful even if no download event exists. A missing event is better than an invented one, and a narrow packet is easier to evaluate than a confident story the records do not support.
