CORE CHECKLIST
Six blocks every packet should answer
- 01
Reason and deadline
Record the processor, case ID, disputed amount, response deadline, and exact reason before collecting files.
- 02
Transaction identity
Match the order, payment, customer, currency, amount, product, and transaction timestamp.
- 03
Fulfilment or usage
Show delivery, access, download, completion, appointment, usage, or acceptance records appropriate to the product.
- 04
Terms presented
Attach the policy or service terms that applied at purchase and evidence showing how they were presented or accepted.
- 05
Customer history
Include the smallest relevant set of messages, support actions, cancellation events, refund records, and attempted remedies.
- 06
Reviewer map
Write a short neutral summary, then add a chronology and evidence index whose labels match the uploaded files.
REASON MATCHING
Change the evidence when the reason changes
Processors ask merchants to respond to the cardholder’s stated claim. Shopify and Square both direct sellers to review the reason and provide relevant supporting material; Stripe likewise recommends concise, relevant evidence rather than excessive documents.
| Dispute reason | Evidence to prioritize |
|---|---|
| Fraud / unrecognized | Customer and transaction identifiers, prior account history, device or access records, matching delivery details, customer communications. |
| Product not received | Carrier acceptance, tracking milestones, delivery confirmation, delivery address match, customer delivery messages. |
| Not as described | Product-page snapshot, specifications, dated fulfilment record, customer photos or messages, return or remedy offered. |
| Duplicate charge | Both transaction records, separate order IDs, itemized invoices, delivery or usage evidence for each purchase. |
| Canceled subscription | Accepted cancellation terms, cancellation timeline, service access or usage before cancellation, confirmation messages. |
| Refund not received | Refund policy, dated refund record, processor reference, amount and currency match, customer notification. |
DECISION GATE
Check the economics before building
Compare the amount at risk and your estimated chance-adjusted recovery with staff time, platform fees, and any customer remedy already due. A clean accept decision can be better than spending hours on a weak response.
Run the free single-case calculatorPACKET ORDER
Make the first scan easy
Use this order: one-paragraph response, transaction facts, dated timeline, reason-matched evidence, policy context, customer communications, then an attachment index.
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Processor references
- Stripe — dispute evidence best practices
- Shopify — responding to chargebacks and inquiries
- Shopify — chargeback reasons and relevant evidence
- Square — payment disputes walkthrough
This guide organizes merchant-supplied records. It does not submit a dispute or predict a bank decision. Always follow the current fields, file limits, and deadline shown by your processor.