Reference pagesEvidence by reason
Reference
Evidence by reason
What a dispute response needs, for each reason a bank can give, and where each piece comes from. Some of it we gather for you, some you add yourself, and some nobody can get.
How to read this
Required proof is what the response is measured against. Helpful proof strengthens it when you have it and costs nothing when you do not. The dot says where the piece comes from.
- We gather it. Pulled from your Shopify store and your payment provider when the dispute arrives.
- You add it. Nothing we can read holds this one, so there is a field on the dispute for your own records.
- Nobody can get it. Neither we nor you can produce this through the app today.
Orders you ship
Anything that leaves a warehouse and arrives at an address.
| Proof | Fraudulent | Duplicate | Product not received | Product not as described | Credit not processed | Subscription canceled | Unrecognized | General |
|---|---|---|---|---|---|---|---|---|
| Tracking number | Required, We gather it | – | Required, We gather it | Helpful, We gather it | – | – | Required, We gather it | – |
| Delivery confirmation | Required, We gather it | Helpful, We gather it | Required, We gather it | Helpful, We gather it | – | – | Required, We gather it | – |
| Customer email | Required, We gather it | – | Helpful, We gather it | Required, We gather it | Required, We gather it | Required, We gather it | Required, We gather it | – |
| Customer name | Helpful, We gather it | – | – | – | – | – | Helpful, We gather it | – |
| Billing address | Required, We gather it | – | – | – | – | – | Required, We gather it | – |
| Shipping address | Required, We gather it | – | Required, We gather it | – | – | – | Required, We gather it | – |
| Refund history | – | – | – | – | Required, We gather it | Required, We gather it | – | – |
| Policy acceptance | – | – | – | Helpful, You add it | Required, You add it | Required, You add it | – | – |
| Product description | – | – | – | Required, We gather it | – | – | – | – |
| Signature | Helpful, We gather it | – | Helpful, We gather it | – | – | – | Helpful, We gather it | – |
| Prior order history | Helpful, We gather it | Helpful, We gather it | – | – | – | Helpful, We gather it | Helpful, We gather it | – |
| Checkout IP | Helpful, We gather it | – | – | – | – | – | Helpful, We gather it | – |
| Fulfillment date | – | – | Required, We gather it | – | – | – | – | – |
| Access activity | – | – | – | – | – | – | – | – |
| The other charge | – | Required, We gather it | – | – | – | – | – | – |
| Why the charges differ | – | Required, We gather it | – | – | – | – | – | – |
Orders delivered online
Anything the customer receives without a parcel: downloads, access, bookings.
| Proof | Fraudulent | Duplicate | Product not received | Product not as described | Credit not processed | Subscription canceled | Unrecognized | General |
|---|---|---|---|---|---|---|---|---|
| Tracking number | – | – | – | – | – | – | – | – |
| Delivery confirmation | – | – | – | – | – | – | – | – |
| Customer email | Required, We gather it | – | Required, We gather it | Required, We gather it | Required, We gather it | Required, We gather it | Required, We gather it | – |
| Customer name | Required, We gather it | – | Required, We gather it | – | – | – | Required, We gather it | – |
| Billing address | Required, We gather it | – | – | – | – | – | Required, We gather it | – |
| Shipping address | – | – | – | – | – | – | – | – |
| Refund history | – | – | – | – | Required, We gather it | Required, We gather it | – | – |
| Policy acceptance | – | – | – | Helpful, You add it | Required, You add it | Required, You add it | – | – |
| Product description | – | – | – | Required, We gather it | – | – | – | – |
| Signature | – | – | – | – | – | – | – | – |
| Prior order history | Helpful, We gather it | Helpful, We gather it | Helpful, We gather it | – | – | Helpful, We gather it | Helpful, We gather it | – |
| Checkout IP | Required, We gather it | – | Required, We gather it | – | – | – | Required, We gather it | – |
| Fulfillment date | – | – | – | – | – | – | – | – |
| Access activity | Required, You add it | – | Required, You add it | Required, You add it | – | – | Required, You add it | – |
| The other charge | – | Required, We gather it | – | – | – | – | – | – |
| Why the charges differ | – | Required, We gather it | – | – | – | – | – | – |
Why the General column is empty
A general dispute arrives without a reason that names any particular proof, so there is no list to hold it to. That does not mean nothing helps. It means the response is built from the order rather than from a checklist, and the row is empty here because inventing one would tell you something the tables do not say.
The pieces we cannot pull for you
Policy acceptanceYou add it
Your refund and cancellation policies live in your Shopify settings, and our read access does not reach them.
Access activityYou add it
If you have login, download or usage records for this customer, add them to your dispute response. Records like these live on your own systems rather than in Shopify, so they have to come from you.
Do The Proof drafts dispute responses for Shopify stores.
You pay when a dispute is won. Not before.