Reference pagesProof types

Reference

Customer communication as evidence: what the networks and processors say

Quotes are verbatim from the named source; anything not opened is marked unverified.

What the bank receives

Yes. Stripe's field is a PDF/JPEG/PNG upload and its own examples include "A PDF of your written account of a phone conversation, including dates of contact", so a merchant-authored, dated rendering is an accepted shape, not a loophole. Visa's compelling-evidence items say "email evidence" and "letter or email from the cardholder" without prescribing form; Visa's only format rule is "legible". Shopify's own help asks for "Screenshots of emails or messages", and Braintree says "a PDF or screenshot will suffice". No network or processor source found requires message headers, export files or metadata.

Not per the rules as written. Nothing in Visa, Amex, Stripe, Shopify, Adyen, Braintree or Checkout.com asks for .eml, CSV or server-log files, and the accepted formats (PDF/JPEG/PNG; Adyen adds TIFF) exclude them, so an export must be rendered before submission regardless. The sources push against bulk: Stripe says issuers "won't comb through lengthy files" and "overwhelming the card issuer with unnecessary content can obscure your argument"; Checkout.com limits text to 500 characters because text "should typically be used only as an addition to a file". The real limitation of a merchant-authored page is shared with screenshots: Stripe says correspondence "exchanges don't verify identity", so communication is supporting evidence in fraud disputes; the compelling items are IP, device, login and prior-transaction data. Unverified: whether individual issuer reviewers discount typed transcripts relative to screenshots; no published issuer or network guidance was found either way.

Stripe

Any communication with the customer that you feel is relevant to your case. Examples include emails proving that the customer received the product or service, or demonstrating their use of or satisfaction with the product or service.

Stripe API reference, Dispute object, customer_communication · Accessed 22 September 2026

File-based evidence, such as service_documentation and customer_communication. These take a file_upload object ID.

Stripe, disputes API guide · Accessed 22 September 2026

Only PDF, JPEG, or PNG file types are accepted

Stripe, dispute best practices · Accessed 22 September 2026

The combined file size can't be more than 4.5MB

Stripe, dispute best practices · Accessed 22 September 2026

The combined page count must be less than 50 pages

Stripe, dispute best practices · Accessed 22 September 2026

19 pages for Mastercard.

Stripe, dispute best practices · Accessed 22 September 2026

Use a 12 point font or larger

Stripe, dispute best practices · Accessed 22 September 2026

The card issuer won't review a response containing any illegible text or data.

Stripe, dispute best practices · Accessed 22 September 2026

Many businesses also include email correspondence or texts with their customer, but be aware that these exchanges don't verify identity. If you include them, only include the relevant excerpts. For example, if you include a long email thread, redact any duplicated copy in the chain.

Stripe, dispute best practices · Accessed 22 September 2026

Customer communication | Customer name and relevant message

Stripe, dispute best practices · Accessed 22 September 2026

you can combine several items representing communication with your customer (email messages, text screenshots, phone transcripts, and so on) into a single file for the Customer communication evidence.

Stripe, dispute best practices · Accessed 22 September 2026

Present chronologically: Organize evidence in the order events occurred to create a clear timeline of the transaction and subsequent communications.

Stripe, dispute best practices · Accessed 22 September 2026

Banks evaluating the dispute won't review any external content

Stripe, responding to disputes · Accessed 22 September 2026

A screenshot of a text conversation

Stripe, reason code categories, customer_communication · Accessed 27 September 2026

A PDF of an email exchange

Stripe, reason code categories, customer_communication · Accessed 27 September 2026

A PDF of your written account of a phone conversation, including dates of contact

Stripe, reason code categories, customer_communication · Accessed 27 September 2026

Visa

Photographic or email evidence to prove a link between the person receiving the merchandise or services and the Cardholder, or to prove that the Cardholder disputing the Transaction is in possession of the merchandise and/or is using the merchandise or services.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, compelling evidence for Condition 10.4, item 1, p. 51

Evidence must be legible (good scan copy) and in English or accompanied by an English translation.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, p. 9

Provide a letter or email from the cardholder that states they no longer dispute the transaction.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, pp. 20, 21, 24

Mastercard

Correspondence, such as any emails, phone records or letters documenting conversations with the customer

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

Shopify

Banks review a high volume of disputes, often hundreds per day. The reviewing agent might spend only a few minutes on your case.

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

Customer acknowledgment: Screenshots of emails or messages where the customer confirmed receipt, thanked you, discussed the product, or acknowledged the transaction.

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

When possible, use screenshots of tracking pages and customer communications rather than external links.

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

Label every piece of evidence clearly. Instead of 'attached screenshot,' write a clear description, such as 'Order confirmation email sent to customer on March 15, 2024, showing itemized total of $127.50.'

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

.png, .jpeg, or .pdf

Shopify Admin API, Dispute File Upload, customer_communication_file · Accessed 22 September 2026

Maximum total files size of all files should be less than 4 MBs

Shopify Admin API, Dispute File Upload · Accessed 22 September 2026

Checkout.com

Customer communication relevant to the case which proves that the payment was valid.

Checkout.com, Disputes API, customer_communication · Accessed 22 September 2026

Text strings are limited to 500 characters because they should typically be used only as an addition to a file.

Checkout.com, Disputes API · Accessed 22 September 2026

Braintree

In general, a PDF or screenshot will suffice

Braintree, Evidence Requirements · Accessed 22 September 2026

PayPal

The user can upload up to 50 MB of files for a case. Individual files must be smaller than 10 MB. The supported file formats are JPG, GIF, PNG, and PDF.

PayPal, Disputes API · Accessed 22 September 2026

Adyen

Email communication with the cardholder or agreements that were made.

Adyen, Dispute reason codes and defense requirements · Accessed 22 September 2026

Communication with the cardholder after the payment.

Adyen, Dispute reason codes and defense requirements · Accessed 22 September 2026

JPG (maximum file size 10 MB), TIFF (maximum file size 10 MB), PDF (maximum file size 2 MB)

Adyen, Dispute reason codes and defense requirements · Accessed 22 September 2026

the maximum number of pages for a chargeback defense document is 19

Adyen, Disputes API · Accessed 22 September 2026

American Express

Photos, signatures, emails and other evidence that will help build your case.

American Express, Compelling Evidence, 2017 · Accessed 22 September 2026

Where this comes from

Do The Proof drafts dispute responses for Shopify stores.

You pay when a dispute is won. Not before.

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