On this page

Leave these out unless the portal asks for them

  • Your entire terms of service. Paste the cancellation or return section the customer saw.
  • Links to tracking pages, Google Drives, or 'call me for more information.' Issuers do not follow those.
  • Audio or video. Shopify and Stripe do not accept them as evidence files.
  • PDF portfolios. Merge to a single PDF.
  • Low-contrast screenshots, tiny type, or color highlighting. Square's document guide warns that banks may review in black and white.
  • Unrelated orders, other customers, or marketing decks.
  • Claims you cannot attach: 'AVS matched' with no AVS record; 'they are a regular' with no prior invoices.

How much is too much

Too much is anything that forces the reviewer past the direct proof. Three labeled exhibits that answer the reason beat twenty pages of store policy. If two screenshots show the same delivery scan, keep the clearer one.

The most expensive extra file

A perfect proof-of-delivery packet attached to a not-as-described dispute is still the wrong packet. The reviewer asked whether the item matched the listing, not whether a box was scanned. Start from the reason guide.