Your evidence is reviewed by a bank analyst who doesn't know your business and evaluates many cases a day. Your goal is for them to understand within minutes that the transaction is legitimate. The same evidence, well presented, can make the difference between winning and losing.
Steps
Make sure it's legible
Use complete, sharp documents: screenshots without ambiguous cropping, PDFs instead of blurry photos, text that can be read effortlessly. An illegible document counts as not submitted.
Tie each document to the disputed transaction
Each piece must connect to the payment in question: it should show the order number, the payment ID, or the transaction reference. A generic receipt that isn't related to the disputed charge proves nothing.
Check that dates, names, and amounts match
- Dates: the sale, the delivery, and the charge must tell a consistent story.
- Names: the buyer on the order must match the cardholder who is disputing.
- Amounts: the amount on your receipts must be exactly the amount of the charge.
Inconsistencies between documents are the most common reason solid evidence ends up being dismissed.
Remove anything irrelevant
Don't send huge files: include only the documents that address the chargeback reason. If the reason is product not received, the key piece is the proof of delivery, not your full catalog or conversations unrelated to the case.
Expected result
A short, legible, and consistent package: the analyst identifies the transaction, sees the delivery or the service provided, and confirms that the details match. With that, your response competes under the best possible conditions.
Next step
With your evidence ready, submit your response from the Conekta Panel before the case deadline.