Evidence catalog
For each dispute, DisputeDash gathers only the evidence that’s relevant to the dispute’s reason, then compiles it into a single packet with a rebuttal letter on top. This page explains what each document proves and where the data comes from.
You don’t assemble any of this by hand — DisputeDash pulls it from the tools you’ve connected. Your job is to make sure those tools are connected and your brand assets are uploaded.
What each document proves
Section titled “What each document proves”| Evidence | What it proves to the bank | Where it comes from |
|---|---|---|
| Invoice | The order was real, itemized, and priced as charged | Your checkout platform |
| Payment authorization | The card was authenticated and the charge approved (gateway, transaction ID, auth code, AVS) | Order payment records |
| Shipping details | The package shipped and was delivered — full carrier scan timeline with delivery date | Carrier tracking (USPS, DHL, and 1,200+ others) |
| Shipment label | A real shipping label was purchased for the order | ShipStation |
| Email delivery | Order and shipping confirmation emails were sent, delivered, and opened | Your checkout platform’s email log |
| Page-view history | The customer actively browsed your store at checkout — URLs, timestamps, referrer | Your checkout platform’s session data |
| Customer activity | The cardholder is a known, returning customer with real account history | Customer profile records |
| Subscription history | A subscription was knowingly signed up for and rebilled over time | Auto-order and rebill records |
| Cancellation confirmation | Exactly when and by whom a subscription was cancelled (proving charges predate it) | Auto-order cancellation record |
| Refund confirmation | A refund was already issued — proving a duplicate recovery attempt | Checkout platform refund data |
| Order-page screenshot | What the customer saw at checkout — offer, pricing, terms | Your uploaded product screenshots |
| Terms & Conditions | The customer agreed to your terms | Your uploaded brand asset |
| Refund Policy | The refund/return policy the customer accepted | Your uploaded brand asset |
| Terms of Sale | The terms of sale the customer accepted | Your uploaded brand asset |
| Rebuttal letter | The written argument tying all the evidence together, addressed to the bank | Generated from your templates, auto-filled with order details |
| Customer communication | Support chats or emails with the customer | Uploaded manually by your team on the case |
A few things worth knowing
Section titled “A few things worth knowing”- The rebuttal letter is always included and adapts to the situation — it swaps in a “delivered” versus “in transit” passage, a subscription passage, and a customer-service passage when a matching support contact is found. Digital products use a different template than physical ones. See Rebuttal letters.
- “No data” is normal, not an error. A digital product has no shipment label; a one-time order has no subscription history. DisputeDash simply skips evidence that doesn’t apply and the case still moves forward.
- Brand assets are a prerequisite. The Terms & Conditions, Refund Policy, Terms of Sale, and order-page screenshots can only be gathered if you’ve uploaded them to your brand. See Brand assets and Products.
- Customer communication is added by hand. DisputeDash flags where a support thread would strengthen a case; your team uploads it on the case itself.
- You control which evidence is gathered for each reason category — see Evidence configuration.