Chargeback evidence checklist for Shopify stores

Print this page and tick what you have. Put the strongest, most direct proof first.

With Shopify Payments, Shopify already adds order details, addresses, fulfillment and tracking, refunds and the customer's earlier orders to your response. Focus on the evidence only you have.

Product not received chargebacks

  • ☐ Carrier name, tracking number and delivery status
  • ☐ Delivery confirmation: a delivery photo or signature
  • ☐ The shipping address the customer entered
  • ☐ Messages with the customer about delivery
  • ☐ Your shipping policy

Fraudulent (unauthorized) chargebacks

  • ☐ Address check (AVS) and security code (CVV) results
  • ☐ Earlier orders from the same customer that were not disputed
  • ☐ Billing and shipping addresses, and whether they match
  • ☐ Delivery to the customer's address
  • ☐ For Visa disputes processed from 24 Oct 2026: at least two earlier orders on the same card or a linked payment credential (such as a token), placed 120 to 365 days before the dispute and not disputed, that match on the IP address or device plus one more detail: the customer account or login, the full delivery address, or the device ID
  • ☐ 3D Secure or other verification, if it happened
  • ☐ Messages from the customer about the order

Item not as described chargebacks

  • ☐ The product description and photos at the time of purchase
  • ☐ What you shipped and when
  • ☐ Your refund and return policy
  • ☐ Messages about the problem and your offer to fix it
  • ☐ Photos of the item before shipping, if you take them

Credit not processed chargebacks

  • ☐ Refund records with dates and amounts
  • ☐ Your refund policy
  • ☐ Return tracking, if the refund depended on a return
  • ☐ Messages about the refund

Subscription cancelled chargebacks

  • ☐ Subscription terms and cancellation policy
  • ☐ Cancellation records, or proof that none arrived in time
  • ☐ Use of the service after the charge date
  • ☐ Renewal reminders and receipts sent before the charge

Duplicate charge chargebacks

  • ☐ Each order's number, date, items and total
  • ☐ Transaction timestamps for each charge
  • ☐ Refund records, if a duplicate was refunded

Unrecognized charge chargebacks

  • ☐ The order details and the name on your card statement
  • ☐ Earlier orders from the same customer
  • ☐ Delivery to the customer's address
  • ☐ Order confirmation and shipping emails sent to the customer

RebutCase collects this evidence from your store for you, checks it for gaps, and writes a response that cites each item. Learn about RebutCase.

This is general guidance, not legal advice. Shopify and the card networks set the rules; banks decide every dispute. All guides