Chargeback Evidence Checklist
Chargeback evidence is documentation that proves a transaction was legitimate and addresses the cardholder's specific claim. Using this checklist, you'll organize all necessary evidence before submission, ensuring nothing is missed and deadlines are met.
Master Checklist: Essential for ALL Disputes
These items apply to every chargeback, regardless of dispute type.
Transaction records (order ID, amount, date, time)
Customer communication logs (emails, chat history, support tickets)
Merchant terms of service and refund policy (dated at time of purchase)
Delivery or fulfillment confirmation (tracking, receipt, timestamp)
Product description records (screenshots, product catalog entry)
IP address and device information from the transaction
Customer account history (previous purchases, account age)
Any customer acknowledgment or acceptance of terms
Fraudulent / Unauthorized Transaction Disputes
Use when the cardholder claims they did not authorize the transaction.
Master Checklist Items (above) PLUS:
Proof of customer authorization (consent form, agreement signature)
Customer login history showing transaction from their account
Email confirmation sent to customer's registered email
Billing and shipping address match customer's known details
Previous transaction history with this customer
Customer account security (2FA enabled, no suspicious access)
Evidence customer accessed their account on the transaction date
Communication where customer confirmed awareness of the charge
Product Not Received Disputes
Use when the cardholder claims they never received the product.
Master Checklist Items (above) PLUS:
Shipping/tracking number with carrier confirmation
Delivery confirmation showing product delivered to customer address
Signature confirmation (if available)
Photos of the package before shipment
Shipping label matching customer's provided address
Proof customer received delivery notifications from carrier
Insurance or signature receipt (if applicable)
Any customer communication about delivery
Subscription / Recurring Billing Disputes
Use when the cardholder disputes a recurring charge or claims they canceled.
Master Checklist Items (above) PLUS:
Subscription agreement or terms signed by customer
Clear cancellation policy displayed at signup
Proof customer was notified of recurring charges
Invoice or statement sent before each charge
Email confirmation of subscription activation
Record showing customer was given cancellation instructions
Proof customer received renewal reminders (if applicable)
Account history showing all charges and dates
Proof customer continued using the service after dispute date
Product Not as Described Disputes
Use when the cardholder claims the product differed from what was advertised.
Master Checklist Items (above) PLUS:
Product description or listing at the time of purchase
Product images and specifications shown to customer
Photos of the actual product shipped
Comparison showing product matches description
Quality certifications or specifications (if applicable)
Customer communication showing they received the product
Return or refund policy offered to customer
Proof customer never requested a return or refund
Important: Deadlines Matter
Response deadlines vary by card network. Missing your deadline results in an automatic loss.
View Card Network Deadlines →Frequently Asked Questions
What is chargeback evidence and why do I need a checklist?↓
Chargeback evidence is documentation that proves a transaction was legitimate. A checklist ensures you gather all necessary documents before submitting your response, preventing delays and missed deadlines.
Is the evidence the same for all chargeback types?↓
Some evidence applies to all disputes (like transaction records), but specific types vary by dispute category. A Product Not Received dispute requires delivery proof, while a fraud dispute requires identity verification.
How do I organize evidence for submission?↓
Use a clear folder structure, name files by date and type, and create a summary document that references each piece of evidence.
Automate Your Checklist
ChargebackKit auto-generates this checklist based on your dispute type and payment processor.
Try ChargebackKit