Chargeback Evidence
The documentation a merchant compiles and submits to a payment processor to contest a customer-initiated payment dispute.
Definition
Chargeback evidence is the collection of documents and data a merchant submits to their payment processor or card network in response to a customer-initiated payment dispute. When a customer requests a chargeback from their bank, the bank provisionally reverses the transaction and asks the merchant to prove that the original sale was legitimate and properly fulfilled.
The quality and completeness of the evidence package is the primary determinant of whether a merchant wins or loses a dispute. Payment processors and card networks make decisions based only on what's submitted — supplemental information sent after the deadline is not considered. This makes evidence preparation a core operational discipline, not an afterthought.
Effective chargeback evidence is organized by dispute reason code, since different codes require different proof. An 'unauthorized transaction' claim requires proof that the cardholder authorized the purchase (device fingerprint, AVS/CVV match, IP match). An 'item not received' claim requires delivery proof. A 'not as described' claim requires product specification documentation. Submitting generic evidence without addressing the specific reason code significantly reduces win probability.
Building evidence templates in advance — rather than assembling evidence under the time pressure of a dispute response deadline — is the operational practice that separates high-win-rate merchants from average ones. Evidence templates ensure the right data is captured at order time (not searched for weeks later) and that response packages are consistently complete.
Key points
- Evidence must be submitted before the processor deadline (typically 7–30 days).
- Content should be organized by chargeback reason code, not generic.
- Core documents: order confirmation, delivery proof, customer communication thread, refund evidence if applicable.
- For unauthorized claims: device fingerprint, IP match, AVS/CVV confirmation.
- For not-received claims: carrier scan history, signature confirmation, delivery photo.
- Merchant rebuttal letter should reference each exhibit and state why the dispute should be decided in merchant's favor.
Common mistakes
- Submitting the same generic evidence package regardless of reason code.
- Missing the submission deadline because internal routing was too slow.
- Failing to document that a refund was already issued for the same order.
- Using emotional or confrontational language in the rebuttal letter.
Frequently asked questions
What is a chargeback evidence packet?
A chargeback evidence packet is the complete set of documents a merchant submits to contest a payment dispute: order confirmation, delivery proof, customer communication, refund records if any, and a rebuttal letter that maps each exhibit to the reason code. The Shopify Chargeback Evidence Checklist is the operational packet to assemble before the processor deadline.
What should I include in every chargeback evidence packet?
Include reason-code-specific proof, not a generic dump. Unauthorized claims need AVS/CVV, IP, and device evidence. Item-not-received claims need carrier scans and signature or photo confirmation. Not-as-described claims need product specs and the original listing. Always add the order record and the customer communication thread.
Where do I find a Shopify chargeback evidence checklist?
Use the Shopify Chargeback Evidence Checklist on this site. It lists documents by reason code, a rebuttal-letter outline, and the deadline discipline. Build those templates before the first dispute — do not assemble evidence under a 7–30 day processor clock.