Chargeback evidence checklist: what to include by dispute type
5 min read · Updated June 2026
The right chargeback evidence depends on why the customer disputed the charge. Sending the wrong documents — or missing a key one — weakens an otherwise good response.
Use this checklist to gather the evidence that matters most for each common dispute type.
Fraudulent / unauthorized
Include AVS/CVV match results, any IP, device, or login activity tied to the customer, a history of prior successful orders from the same person, signed delivery or pickup proof, and customer messages that acknowledge the purchase.
Product not received
Include the tracking number and carrier, delivery confirmation, proof that the shipping address matches the order, and any customer messages about the shipment.
Product not as described
Include the product page as it appeared at purchase, photos of what was shipped, your return/refund policy, delivery proof, and customer messages.
Duplicate charge
Include the receipts for each transaction and the processor's record showing whether a refund was issued, plus any customer messages.
Subscription canceled
Include the signup date, the terms the customer accepted, your cancellation policy, usage or access logs, and the recorded cancellation date.
Frequently asked questions
- What is the most important chargeback evidence?
- It depends on the dispute reason. For 'product not received,' tracking and delivery confirmation are central; for 'not as described,' the product page and photos matter most.
- Should I include customer messages?
- Usually yes — messages where the customer acknowledges the order or the problem can be useful context. Never include full card numbers anywhere.
Related guides
SellerProof is a document-organization and dispute-preparation tool. It is not a law firm, payment processor, bank, or card network, and does not provide legal advice or guarantee dispute outcomes.