Chargeback Evidence Checklist
Updated June 2026
Chargeback evidence is documentation that proves a transaction was legitimate and addresses the cardholder's specific claim. A baseline set of exhibits applies to every dispute, but the exhibits that actually win depend on your dispute type. Use the comparison table below to see which evidence each category needs, then work the category checklist for your specific dispute.
Which evidence does each dispute type need?
The same chargeback can hinge on completely different exhibits depending on the reason code. This matrix shows which evidence is expected for each of the six most common dispute categories.
| Evidence | Fraudulent | Not Received | Subscription | Not as Described | Duplicate | Credit Not Processed |
|---|---|---|---|---|---|---|
| Transaction record (order ID, amount, date/time) | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Customer communication logs | ✓ | ✓ | ✓ | ✓ | ✓ | ✓ |
| Terms of service / refund policy at purchase | ✓ | — | ✓ | ✓ | — | ✓ |
| AVS / CVV authorization match | ✓ | — | — | — | ✓ | — |
| Device fingerprint / IP match | ✓ | — | — | — | ✓ | — |
| Carrier tracking & delivery confirmation | — | ✓ | — | — | — | — |
| Signature confirmation (if available) | ✓ | ✓ | — | — | — | — |
| Digital access / download / login logs | ✓ | ✓ | ✓ | — | — | — |
| Signup flow screenshot showing recurring terms | — | — | ✓ | — | — | — |
| Renewal reminders / billing notifications sent | — | — | ✓ | — | — | — |
| Usage activity after the disputed date | ✓ | — | ✓ | — | — | — |
| Original product listing (photos + specs) | — | — | — | ✓ | — | — |
| Refund / replacement offer the customer declined | — | — | — | ✓ | — | ✓ |
| Side-by-side receipts with distinct order IDs | — | — | — | — | ✓ | — |
| Stripe credit note / refund receipt | — | — | — | — | — | ✓ |
A check means the exhibit is typically expected for that dispute type. Tap a column heading for the full category breakdown and a tailored evidence pack.
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
Duplicate Charge & Credit Not Processed Disputes
Use for "I was charged twice" (duplicate) or "my refund never arrived" (credit not processed) claims.
Master Checklist Items (above) PLUS:
- Both transaction receipts side-by-side with distinct order IDs and timestamps
- Line items showing different products, quantities, or customizations
- Session logs (IP, device, user agent) for each separate transaction
- Stripe credit note or refund receipt with transaction ID and timestamp
- Return policy clause showing whether a refund was owed
- Proof the returned item (if any) was received at your warehouse
Duplicate charge breakdown →|Credit not processed breakdown →
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 and addresses the cardholder’s specific claim. A checklist ensures you gather every document a card network expects for your dispute type before you submit, preventing missed exhibits and blown deadlines that cause automatic losses.
Is the evidence the same for all chargeback types?↓
No. A baseline set applies to every dispute — transaction records and customer communication — but the decisive exhibits differ by category. A Product Not Received dispute is won with carrier tracking and delivery confirmation; a fraud dispute turns on AVS/CVV match and device data; a subscription dispute hinges on signup-flow screenshots and renewal notices. The comparison table above shows which exhibits each category needs.
Which single piece of evidence matters most?↓
It depends on the dispute type. For Product Not Received, a signed carrier delivery confirmation is the strongest exhibit. For fraud, the AVS/CVV authorization match outweighs any narrative. For subscriptions, a checkout screenshot showing “You will be billed $X every month” plus login activity after the disputed date is usually decisive.
How do I organize evidence for submission?↓
Use a clear structure, name files by date and exhibit type, and write a short cover narrative that references each exhibit by label (Exhibit A, B, C). Lead with the strongest exhibit for your category. Most processors allow a single upload, so a single labeled PDF in the order a reviewer reads it submits fastest and reads cleanest.
How long do I have to submit chargeback evidence?↓
Response windows are tight and vary by card network — Visa allows about 30 days, Mastercard about 45 days, and American Express and Discover about 20 days, with acquirers often shortening these further. Missing the window is an automatic loss, so confirm your exact deadline the day the dispute opens.
What win rate can I expect with a complete evidence pack?↓
Across all merchants, roughly 30–40% of disputed chargebacks are won. Merchants who submit properly formatted, category-specific evidence with a compelling rebuttal narrative can reach 60–80% depending on the dispute type. No tool can guarantee an outcome — card networks make the final call — but submitting the right exhibits, structured the way reviewers expect, is the part within your control.
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