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Chargeback Evidence Pack · Guide
What counts as proof of delivery or service for a Shopify chargeback?
For physical goods, proof of delivery is carrier tracking showing delivery to the address on the order, ideally with a signature or delivery photo. For digital products and services, proof of service is a dated record that the customer received or used what they paid for, such as download or access records, a completed booking, or messages confirming the work. In Shopify Payments you add this evidence from the order's chargeback response in your Shopify admin before the deadline.
How to gather proof of delivery or service
- Match the address first. Check that the delivery address in the tracking matches the shipping address on the order. A delivery to a different address is weak proof, so explain any change the customer requested and include their message asking for it.
- Save the full tracking history. Take a screenshot or PDF of the carrier's tracking page showing every scan through to delivered, with dates. Add the signature or delivery photo if the carrier provides one.
- For digital goods, export access records. Download records showing when the customer's account or link was used, with dates, times and IP addresses. Show that the IP or location matches earlier orders or the billing address where you can.
- For services, show the work was done. Include the booking confirmation, attendance or completion records, delivered files, and messages where the customer acknowledged the service. Dated records are stronger than a general statement.
- Include post-delivery messages. Any message from the customer after the delivery date, such as a question about using the item, is useful because it shows they had it.
- Explain each file in one line. In the response text, list each file and the fact it proves, for example: Tracking shows delivered to 12 Oak St on 4 May at 14:10.
What is usually weak proof
- A shipping label with no delivery scan
- Tracking to a different address with no explanation
- A screenshot of your order status page alone
- A statement that the product was delivered with no carrier or access record behind it
When a done-for-you pack helps
A done-for-you pack helps when your proof is spread across a carrier site, emails and app records and you need it organised before the deadline. For merchants, we write a rebuttal for the reason code, an evidence index naming each file and what it proves, paste-ready text for the Shopify Payments response, and a note on gaps or weak spots. You upload and submit it yourself.
No subscription and no extra fees. Delivered by email within 12 hours of your order. Price is per dispute, with no percentage of the disputed amount.
See the Chargeback Evidence Pack · US$49
Questions
Is a tracking number enough proof of delivery?
A tracking number on its own is weaker than the tracking history. Send the carrier's page showing the delivered scan, the date and the delivery location, and make sure the address matches the order. A signature or delivery photo adds weight. If the customer says the parcel was stolen after delivery, include any delivery photo and your shipping policy.
How do I prove delivery of a digital product?
Export dated records showing the customer received and used it: download or access times, the IP address used, account activity and any support messages. If the same customer has earlier undisputed orders from the same IP address or device, include them too. A plain statement that the file was sent is weaker than records showing it was opened or used.
Where do I submit evidence in Shopify Payments?
Open the order with the chargeback in your Shopify admin and use the option to submit a response, where you add the rebuttal text and upload your files. Submit before the due date shown on the chargeback, because a missed deadline usually means it is decided in the customer's favour.
Sources
Checked 2026-10-26. Policies change, so read the current version before you act.
Contact
Email james@bucket3.ai. We reply within one business day.
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