Gathering Evidence for Chargebacks
- 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.
Already lost after sending evidence? Compare the claim, response, and available next step.
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.
You win chargebacks with evidence collected before you needed it, because once a dispute hits you can't go back and log what you didn't.
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 (product IDs).
- 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 What proof each network accepts 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. For detailed evidence types by service category (contractors, consultants, salons, repair shops), see Representment for Service Businesses.
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 | Keep checkout screenshots and dated policies. Record terms acceptance where your store supports it |
How do I record terms acceptance on Shopify without Plus?
Put the acceptance step on your online store's cart page. Ask your theme developer to add an unticked terms checkbox. Link it to your terms and require it before continuing. Have them save the customer's choice and policy version with the order. Shopify calls these extra cart fields cart attributes and lists terms checkboxes as one use. VENDOR Shopify's cart attribute guidance, theme setup.
This doesn't add a checkbox inside checkout. Apps that change the information, shipping and payment pages are Plus only. VENDOR Shopify's checkout customization plans.
Test the record before your next sale:
- Leave the box unticked. Check that the ordinary cart checkout button stops you.
- Tick it and finish a test order. Find the saved choice and policy version on that order. Ask where any acceptance timestamp is recorded. Don't label the order time as the time the customer ticked.
- Try your cart drawer, mobile store and accelerated buttons. Shopify says accelerated checkout buttons don't support cart attributes. Hide the product-page buttons if you're relying on this record. On each product template, open Online Store > Edit theme > Products > Product information > Buy buttons. Untick Show accelerated checkout buttons, then save. Check featured products on your homepage too. VENDOR Button limits, removing the buttons.
If a route skips the box, fix or remove it before relying on this record. Don't mark orders from that route as accepted.
Keep the actual order record, a dated policy copy and screenshots of the wording and where it appeared. A screenshot shows the setup, not that this customer ticked the box. For past policy wording, open Settings > Policies > Written policies > ... > Get past policies. Shopify saves past policies for two years. Keep your own archive too. VENDOR Shopify's policy history.
For a refund or cancelled-subscription dispute, submit the relevant policy and explain when and where you showed it. Include the saved acceptance record if you've got one. If it's missing, say what you can actually show. A policy link alone isn't proof of a click, and a checkbox doesn't guarantee a win. VENDOR Shopify's evidence by claim. Sources checked 23 October 2026.