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Chargeback Evidence Checklist: What to Gather by Dispute Type

Start with the reason shown in the case. Then gather only records that are relevant to that reason and the specific transaction.

Product not received

For physical products, look for order details, shipment record, carrier scans, delivery confirmation and relevant customer contact. For digital products or services, use access, delivery or completion records only where they genuinely relate to the order.

Unrecognized or fraudulent transaction

Gather the transaction and order record, account or customer contact history, delivery or access records, and any relevant authentication or policy records. Do not infer identity or intent from incomplete data.

Product or service not as described

Preserve the listing or scope as offered, order details, customer communications, delivery or completion records, and any earlier attempt to resolve the issue. Separate what was promised from what was actually delivered.

Credit or refund not processed

Collect the order and communication history, refund terms, cancellation context, refund initiation or transaction record, and dates. The timeline matters here: distinguish a promised refund, a requested refund and a processed refund.

Canceled subscription or recurring charge

Keep subscription terms, cancellation request and confirmation, renewal notices where applicable, access or usage records, billing timeline and communications. Focus on dates and the exact recurring transaction.

Other or unknown dispute

Begin with the case notice, transaction record and neutral timeline. Do not force evidence into the wrong category; consult the provider’s current reason-specific requirements.

Organize every category the same way

• Keep physical-product, digital-product and service records in separate, clearly named groups.
• Preserve transaction and customer communication records with dates and sources.
• Include policies and access/usage records only when relevant.
• Name evidence in sequence and make a short index stating what each item supports.
• Review the timeline and remove unrelated information before submission.

This is not legal advice and does not guarantee an outcome. Follow your provider’s current instructions and deadline.