Gathering Evidence for Chargebacks
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The key to winning chargebacks is to collect the right evidence before you need it. Once a dispute hits, you can't go back in time to capture what you didn't log.
Set This Up Before Your Next Sale
If you're reading this after getting your first chargeback, you've already learned the hard way. The evidence you need to win must be collected at the time of sale, not after the dispute.
TL;DR
- Collect evidence at transaction time: You can't gather proof of delivery after you've already shipped.
- Match evidence to reason codes: Fraud claims need different evidence than "not received" claims.
- Digital goods need usage proof: IP logs, download records, and login history.
- Services need acknowledgment: Signed contracts, milestone approvals, or customer confirmation emails.
Essential Evidence for All Transactions
For every transaction, you should be collecting:
- Customer's name and email address: Basic AVS match data.
- Billing address: For address verification matching.
- IP address and device fingerprint: Links the transaction to a specific device/location.
- A detailed description of the goods or services purchased: Order details with SKUs.
- The date and time of the transaction: Timestamp with timezone.
Evidence for Physical Goods
For 13.1 Not Received claims, you need:
- Shipping address: Must match billing or have customer-confirmed alternate address.
- Tracking number: Carrier tracking showing delivery status.
- Delivery confirmation with signature: Critical for high-value items. Without signature, the customer can claim they never got it.
Evidence for Digital Goods
Digital goods are harder to prove. You need:
- Proof of download or access: Server logs showing the customer's IP downloaded the file or accessed the service.
- Usage logs: Login history, feature usage, or in-app activity timestamps.
- Customer communication: Any emails or chat logs where the customer acknowledges receipt.
See the Compelling Evidence Guide for digital goods best practices.
Evidence for Services
For 13.3 Not as Described or 13.6 Credit Not Processed claims:
- Signed contract or agreement: Scope of work and payment terms. Must be timestamped before service delivery.
- Milestone approvals: Written customer acknowledgment that deliverables were accepted.
- Proof of service delivery: Timesheets, project files, or confirmation emails.
Your refund policy should be crystal clear and presented before purchase.
Quick Setup Checklist
Do these now to be ready for your next dispute:
| If You Sell... | Set Up Today |
|---|---|
| Physical goods | Require signature on delivery for orders over $100 |
| Digital goods | Log IP address and download/access timestamps |
| Services | Get written approval at each milestone |
| Subscriptions | Save the signup confirmation and renewal notices |
| Everything | Screenshot your checkout page showing terms acceptance |
You've Completed the Chargeback Basics
You now understand:
- What a chargeback is and why they happen
- How to respond to a dispute
- What kind of evidence wins cases