Merchant Dispute Evidence Packet Checklist

merchant dispute evidence packet checklist

A merchant dispute evidence packet should be tied to one processor case and one response version. It can include the transaction record, authorization evidence, service or delivery records, customer communications, refund history, governing terms, open gaps, processor deadline, and approval record.

The processor case record and merchant agreement control the requested format and timing. Administrative staff can collect and index source-owned evidence. The authorized owner decides the response position, relevance of each item, and final submission.

Anchor the packet to the processor case

Record the case identifier, disputed transaction, disputed amount and currency, reason code or description exactly as shown, response deadline, portal account, and named owner. Save the original case notice before adding internal notes.

Do not rename a reason code into a stronger accusation. The packet should preserve what the processor actually sent.

Index evidence by what it proves

Evidence group	Examples	Gap to flag
Transaction	Approved order and transaction reference	Amount or date mismatch
Authorization	Source-owned consent or authentication record	Missing or unrelated record
Delivery	Carrier, access, attendance, or completion evidence	Recipient cannot be tied to order
Communication	Dated customer messages	Partial thread or unclear identity
Refund	Refund reference and processor result	Pending or different amount
Terms	Version accepted for the transaction	Current terms substituted for old terms

Preserve files before arranging the narrative

Copy approved source exports into the controlled case location, retain their original names or hashes where policy requires, and create an index. Avoid editing screenshots to remove inconvenient context. If redaction is authorized, retain the source and record the redacted derivative as a separate file.

The service delivery evidence tracker can supply fulfillment references. Link to it rather than duplicating a large operational history.

Track gaps and deadline risk visibly

Give each missing item an owner and a due time that leaves room for review. Examples include an unreadable receipt, a delivery record with no customer reference, an incomplete message thread, or a refund still pending. Mark unavailable evidence as unavailable after the source owner confirms it.

Do not fabricate a reconstruction to fill a gap. A truthful incomplete packet is safer than a polished packet containing an unsupported claim.

Require owner approval before submission

Freeze the review version, list every included file, record the approving owner and time, then submit only through the approved processor account. Preserve the confirmation and the exact submitted version. Upload completion is not the same as a favorable outcome.

Document management support can maintain the index, versions, and deadline queue. The merchant's authorized owner retains response strategy and submission authority.

Need help maintaining this workflow?

HireBackOffice can provide recurring administrative support for intake, evidence checks, follow-up, and exception routing within your written controls. Your authorized staff retain every decision described in this guide. Contact HireBackOffice to discuss the workflow.