Chargeback Evidence Checklist

Evidence checklist

• Order record - full order, line items, agreed price and the delivery promise.
• Proof of delivery - timestamped delivery confirmation, IP or device record, email opened, download or activation event.
• Customer correspondence - every message, in order, with dates and full context.
• AVS and CVV results - the raw response values from the authorisation.
• IP and device - IP address, device fingerprint and country at checkout and at use.
• Account history - prior successful orders and any previous dispute on the same card.
• Descriptor and receipt - the exact descriptor and receipt the cardholder saw.
• Policy evidence - the terms in force at the time of the transaction, with a timestamp.

How this tool works

Disputes are decided on the file, not on the argument. The checklist is organised in the order evidence should be assembled: what was bought, proof it arrived, what the customer said, what the verification returned, who used it, and what the terms allowed. Collecting it in one pass means the representment can be assembled without searching the ticketing system under a deadline.

When to use it

• Prepare a representment without scrambling
• Standardise evidence across the dispute team
• Find the gap in your file before the deadline
• Train support on what to keep

Frequently asked questions