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Evidence configuration

DisputeDash comes with sensible defaults for which evidence to gather for each type of dispute. Evidence configuration lets you adjust that — turning evidence types on or off per reason category to match how you fight disputes.

How it works

Section titled “How it works”

Disputes are grouped into reason categories (fraud, item not received, product unsatisfactory, cancelled subscription, and so on). For each category, DisputeDash gathers a defined set of evidence types. On the Evidence Configuration screen you see, per category, a checklist of evidence types — check the ones you want gathered for that category.

Set it up

Section titled “Set it up”
  1. Go to Settings → Evidence Config.
  2. Choose a reason category.
  3. Check or uncheck the evidence types you want gathered for it.
  4. Save that category.

Your settings override the platform defaults for your workspace.

Rules to know

Section titled “Rules to know”
  • The rebuttal letter is always included and can’t be turned off — it’s the argument that frames everything else.
  • Each category must gather at least one evidence type in addition to the rebuttal letter.
  • Turning off an evidence type means DisputeDash won’t gather it for that category, even when the data exists — so only disable evidence you have a clear reason to exclude.

Material evidence (primary proof)

Section titled “Material evidence (primary proof)”

Within each category you can also mark some of the gathered evidence types as material — the primary proof that a submission really needs. Under each category’s checklist, the Material (primary proof) row lets you flag those types (they must be a subset of what the category gathers).

Material evidence changes what happens when a case comes up thin:

  • If a case gathers none of its material evidence, it’s held for human review instead of being auto-submitted — so a weak packet gets a second look rather than going out on its own.
  • If at least one material type is present, the case proceeds normally.
  • It’s applicability-aware. Delivery-proof types (tracking, proof of delivery) are automatically skipped for digital orders, so a digital sale is never held back for missing shipment evidence it could never have.
  • Leaving a category’s material list empty turns this hold-for-review off for that category — it will auto-submit whatever it gathers.
Section titled “Related”