ChargeResolve – Evidence Collection Checklist
General — include for every dispute
☐ Order ID, date, and total amount
☐ Customer name, email, and phone
☐ Billing and shipping address (note AVS match if available)
☐ Payment descriptor shown on customer statement (e.g., SP*YOURSTORE)
☐ IP address plus device / browser fingerprint
☐ Customer communication log (emails, chats, calls)
☐ Screenshot showing where refund / cancellation policy is displayed
Fraud / Unauthorized
☐ AVS and CVV match results
☐ Geo-location matches billing address
☐ 3-D Secure authentication result (if used)
☐ History of previous undisputed orders for same customer
☐ Screenshot of checkout page with IP address and timestamp
Product Not Received
☐ Carrier name and tracking number
☐ Delivery confirmation or signature proof
☐ Photo of package at doorstep (if available)
☐ Customer correspondence regarding delivery attempts
Product Unacceptable / Defective
☐ Product listing or description page screenshot
☐ High-resolution photos of product before shipment
☐ Return / exchange policy copy
☐ Post-delivery complaint tickets and resolutions offered
Credit Not Processed
☐ Refund transaction ID and date
☐ Customer bank statement showing refund credit (if provided)
☐ Refund or cancellation confirmation email to customer
Duplicate / Multiple Charge
☐ List of all charges with timestamps for the card
☐ Proof that one charge was voided or reversed
☐ Gateway logs showing distinct authorizations
Subscription – Cancelled
☐ Screenshot of subscription opt-in checkbox or signup flow
☐ Timestamp of cancellation request (or confirmation none received)
☐ Terms showing cancellation window and instructions
☐ Fulfilment / service status of the last billing cycle
Tick every applicable box, upload once in Template Settings, and ChargeResolve will automatically attach the right evidence to future disputes.