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The in-person packet checklist

Collect what exists for this transaction

  • Itemized receipt or invoice with date, amount, and purchase description
  • POS or payment record showing the transaction and tender
  • Signed receipt or customer acknowledgment, if one was actually used
  • Chip, tap, or other terminal result available from the processor
  • Pickup, delivery, or service-completion record
  • Return, refund, or cancellation record
  • Relevant customer communication and your resolution offer

Match the records to the scenario

Customer says the item was different

Use the item description, receipt, condition or inspection record, and any return conversation.

Customer says the order was not received

Use pickup acknowledgment, delivery record, or service-completion evidence rather than the payment receipt alone.

Customer says they did not authorize it

Use terminal and authorization records carefully; a successful card read does not by itself prove intent.

Write the chronology a reviewer can test

  1. The customer selected or requested [item or service] on [date].
  2. The business displayed or confirmed the price and accepted payment of [amount].
  3. The item was handed over, picked up, delivered, or the service was performed on [date].
  4. The customer later reported [claim] through [channel], and the business responded [factually].

Use the rebuttal letter template to turn that chronology into a short response, then keep the receipt, POS record, and fulfillment or service record in the same packet.

Build an in-person case packet