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ProofPack Guide

Chargeback evidence template: the sections every dispute pack should include

A well-structured chargeback evidence pack is not just a collection of screenshots and emails. It is an organized, readable document that helps a reviewer understand your case quickly. This template outlines the sections every evidence pack should include — and what to put in each one.

ProofPack builds this structure automatically. Instead of assembling these sections manually in a document editor, use the ProofPack builder to fill in each section with guided prompts and download a complete, formatted PDF. Start building →

The seven sections of a complete evidence pack

01

Case summary

Gives the reviewer immediate context without making them search for it.

What to include

  • Business name and merchant information
  • Customer name and email address
  • Order date
  • Disputed amount and currency
  • Product or service name
  • Dispute reason code or dispute type
  • Date you became aware of the dispute

Guidance note

Keep this section short and factual. One page. Reviewers need to identify the case quickly — do not bury this information.

02

Product or service description

Establishes what the customer purchased and what they received access to.

What to include

  • Name and description of the product or service
  • What the customer was given access to
  • Pricing and billing terms (one-time vs. subscription)
  • Delivery method (instant access, email link, manual provisioning, etc.)
  • Applicable terms of service or refund policy

Guidance note

Write this in plain language. Assume the reviewer has never heard of your product. Do not assume technical familiarity.

03

Proof of delivery or fulfillment

Documents that the product or service was made available as described.

What to include

  • Account activation or access confirmation email
  • Login records or session history showing the customer accessed the product
  • Usage data or activity records
  • Download or delivery confirmation
  • Signed agreement or service completion record

Guidance note

This is often the most important section. Reviewers need to see that delivery actually happened — not just that you believed it did.

04

Evidence timeline

Lets reviewers quickly understand the sequence of events.

What to include

  • Purchase date
  • Fulfillment or access provisioning date
  • Any customer communication dates
  • Cancellation or refund request date (if applicable)
  • Dispute initiated date

Guidance note

Format as a simple chronological list. Each entry should have a date, a brief label, and a one-line description. Do not write paragraphs in the timeline.

05

Customer communication log

Shows the history of interaction between you and the customer.

What to include

  • Email correspondence relevant to the dispute
  • Support ticket summaries
  • Chat transcripts if available
  • Any refund requests or complaints received
  • Your responses to those requests

Guidance note

Focus on communication that is relevant to the dispute claim. If the customer confirmed receipt, acknowledged the subscription terms, or requested a refund after using the product — those are relevant. Do not include every email ever sent.

06

Policy documentation

Shows the customer agreed to the terms that apply to this situation.

What to include

  • Refund policy as it appeared at purchase time
  • Cancellation policy
  • Screenshots of the checkout page showing terms acceptance
  • Any policy acknowledgment during signup

Guidance note

Policies are more persuasive when you can show the customer actively agreed to them — checkbox during checkout, email confirmation that references terms, etc.

07

Supporting evidence files

Raw documentation that supports the claims in the other sections.

What to include

  • Screenshots of the customer's account showing active use
  • Email exports
  • Login records or access logs (exported from your platform)
  • Delivery receipts
  • Any other relevant documents

Guidance note

Label every file clearly. Unlabeled screenshots are hard to evaluate. Add short captions explaining what each file shows and why it is relevant.

Formatting and presentation tips

  • Put the case summary on the first page — reviewers should not have to search for basic information
  • Use section headers. Divide your evidence into clearly labeled sections matching the template above
  • Label every screenshot. "Screenshot 1" tells a reviewer nothing — write "Screenshot: Customer account showing active login on Jan 14, 2025"
  • Keep the timeline as a list, not a paragraph. Dates and events should be scannable at a glance
  • Do not include irrelevant files. Volume does not help — clarity does
  • Export as a PDF. Submissions in Word or image formats are harder for reviewers to navigate

Build your evidence pack now

ProofPack assembles all seven sections automatically — just fill in your case details and download the structured PDF.

Build your evidence pack

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