How to Gather Evidence for Your Chargeback Dispute

Strong evidence is the foundation of a successful dispute. This guide explains what to collect and how to organize it.

Why Evidence Matters

When you dispute a charge, your bank weighs your claim against any response from the merchant. Better evidence means:

• Faster resolution
• Higher success rate
• Stronger position if merchant contests

Types of Evidence

Transaction Records

1. Bank/card statements showing the charge
2. Order confirmations with order numbers
3. Receipts (digital or physical)
4. Payment confirmations

Communication Records

1. Emails with the merchant
2. Chat transcripts from customer service
3. Phone call logs (date, time, who you spoke with)
4. Support ticket numbers

Product/Service Documentation

1. Original listing or advertisement
2. Product descriptions at time of purchase
3. Terms of service or agreements
4. Shipping/delivery confirmations

Visual Evidence

1. Photos of damaged or wrong items
2. Screenshots of order status, tracking, etc.
3. Video of defective products in action
4. Comparison images (advertised vs. received)

How to Collect Evidence

Screenshots Best Practices

• Include the full URL in browser screenshots
• Show the date/time when possible
• Capture before making any changes
• Take multiple angles for physical items

Preserving Digital Communications

• Export full email threads, not just snippets
• Save chat logs before closing windows
• Take screenshots of conversations as backup
• Note names and dates of phone conversations

Organizing Your Evidence

Create a folder structure:

Dispute_[Merchant]_[Date]/
  ├── 01_Transaction_Records/
  ├── 02_Order_Confirmation/
  ├── 03_Communication/
  ├── 04_Product_Evidence/
  └── 05_Other/

Evidence by Dispute Type

Unauthorized Charge

• Statement showing the charge
• Proof you didn't make it (location data, etc.)
• Police report (for fraud)

Not Received

• Order confirmation with expected delivery
• Tracking information (or lack thereof)
• Communication requesting status

Not as Described

• Original listing screenshots
• Photos of what you received
• Side-by-side comparison

Charged After Cancellation

• Cancellation confirmation
• Date of cancellation vs. charge date
• Subscription or service terms

Duplicate Charge

• Statements showing both charges
• Same amounts, similar dates
• Only one order confirmation

Refund Not Received

• Refund promise/confirmation
• Expected refund date
• Statements showing it never arrived

Pro Tips

Act Immediately

Evidence can disappear:

• Product pages get updated or removed
• Chat histories expire
• Order details become unavailable
• Emails get archived or deleted

Screenshot everything as soon as you notice a problem.

Be Thorough

• More evidence is better than less
• Include context around key information
• Don't crop out relevant details

Keep Originals

• Save original files, not just screenshots
• Export emails in their original format
• Keep physical receipts in a safe place

Maintain a Timeline

Create a written timeline:

1. Order date
2. Payment date
3. Expected delivery
4. When problem discovered
5. When you contacted merchant
6. Merchant responses
7. When you filed dispute

Common Mistakes to Avoid

Insufficient Documentation

• "I know I canceled" isn't evidence
• "They said they would refund me" needs proof
• Vague descriptions don't help

Waiting Too Long

• Web pages change or disappear
• Chat logs expire
• Memories fade

Not Keeping Copies

• Don't rely solely on email
• Save files locally and in cloud
• Print critical documents

Disorganized Presentation

• Banks review many disputes
• Clear organization helps your case
• Label evidence clearly

Submitting Your Evidence

Format Guidelines

• PDF is preferred for documents
• JPEG/PNG for images
• Keep file sizes reasonable
• Name files descriptively

What to Include

• Only relevant evidence
• Clear, legible copies
• Brief explanations when needed
• Everything the bank needs to understand your case