Chargeback / Dispute Response Checklist
Operational checklist for merchants. Integrity-only language. No claims of guaranteed outcomes.
1) Fast checklist (before you submit)
- Confirm deadlines in your payment provider / marketplace portal.
- Respond with a single bundle (fewer attachments, less confusion).
- Keep it factual: dates, what you shipped, what you recorded, what the carrier shows.
- Do not over-claim: avoid “court-proof”, “win guarantee”, “identity verified”.
2) What to attach
- Evidence Sheet (PDF) — one-page summary + verify link.
- Proof Card (PNG) — quick visual status + receipt id.
- Receipt JSON — portable copy (only if the portal accepts JSON/text).
- Order info — order number, item/SKU, dates, value, shipping service level.
- Carrier artifacts — tracking page screenshots, drop-off receipt, delivery status.
- Message excerpt — customer dispute message and your reply (redact personal data if required).
Tip: if the portal limits attachments, prioritize PDF + carrier proof + order info.
3) What to avoid claiming
- Do not claim certainty: “guaranteed”, “undeniable”, “conclusive proof”.
- Do not claim identity/authorship: “we verified the customer”, “we proved who opened it”.
- Do not claim delivery/condition as proven: integrity evidence ≠ delivery confirmation.
- Do not make legal conclusions: “fraud”, “criminal”, “illegal” (unless you have counsel and a filing).
- Do not upload unnecessary personal data: keep it minimal and relevant.
Use “integrity-only” wording: “tamper‑evident record”, “supports auditability”.
Template generator (local)
Select a reason and platform style, then copy a legally safe template. This is guidance only. No guarantees. No portal integrations.
Integrity-only. No legal advice. No guarantee of admissibility/court acceptance.
4) Suggested “integrity-only” wording (copy/paste)
Short statement
Attached is a tamper‑evident (integrity‑verified) timeline bundle for this order. It includes a 1‑page Evidence Sheet and a Proof Card with a Verify link. This supports integrity checking (what existed when); it does not prove identity, delivery/condition, or intent.
Timeline framing
We recorded integrity checkpoints under these event names: packed → handed_over → delivered → opened. The carrier tracking screenshots are included as informational references.
Keep your narrative to 5–8 sentences max. Attach the bundle. Let the portal reviewer scan the Verify link.
5) If the dispute is about “empty box / wrong item / used item”
- Attach Packing Proof (photos/video hash + packing checklist version).
- Attach Handover Proof (drop-off receipt + tracking start screenshot).
- If applicable, request an unboxing video and seal the received media hash (Remote Collection).
Reality Audit
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