Chargeback Evidence Checklist: A Practical Guide for Merchants

Overview

Chargebacks can be a significant challenge for e-commerce merchants, impacting revenue and business operations. Having a robust chargeback evidence checklist is essential to effectively dispute these claims and protect your business. This guide provides a practical template to help you compile the necessary documentation for various types of chargebacks.

When to Use

Use this checklist when you receive a chargeback notification from a payment processor. Prompt action is crucial as there is a limited timeframe to respond, typically 7-21 days depending on the card network.

Step-by-Step Instructions

1. Understand the Chargeback Reason Code

Identify the reason code provided by the card network (e.g., Visa, Mastercard) to determine the nature of the dispute. This will guide the type of evidence you need to collect.

2. Gather Transaction Information

• Transaction ID: [Transaction ID]
• Order number: [Order Number]
• Date of transaction: [Transaction Date]
• Amount: [Transaction Amount]

3. Collect Customer Communication

• Email correspondence: [Attach relevant emails]
• Chat logs: [Include chat transcripts]
• Phone call records: [Provide call logs]

4. Compile Product/Service Delivery Evidence

• Shipping confirmation: [Attach tracking information]
• Delivery confirmation: [Proof of delivery]
• Service completion certificates: [Include service reports]

5. Include Merchant Policies

• Return policy: [Link to policy]
• Terms of service: [Link to terms]
• Privacy policy: [Link to privacy policy]

6. Prepare Additional Supporting Documents

• Proof of customer identity: [Attach ID verification]
• Signed receipts: [Include signed receipts]
• Any additional relevant documentation: [Additional documents]

Fill-in Template Section