Evidence wins or loses disputes. The general rule: documents that show the purchase was legitimate, that you delivered what you promised, and that the customer knew it. Choose what directly addresses the reason for the chargeback.
Who this applies to
Any merchant that decides to dispute a chargeback instead of accepting it.
Evidence by type of claim
Unrecognized charge or fraud:
- Proof of purchase with date, amount, and description.
- Order details that link to the customer: name, email, shipping address.
- History of previous purchases by the same customer, if any.
Product or service not received:
- Shipping waybill with delivery confirmation (signature or tracking).
- For services or digital goods: access, usage, or download logs.
- Communication in which the customer confirms receipt.
Different or defective product:
- The product description published at the time of sale.
- Communication with the customer about the problem and the solutions offered.
- Return policy visible and accepted at checkout.
Cancellation or refund not applied:
- Cancellation terms accepted by the customer.
- Record of the refund if it was already issued, with date and amount.
How to prepare useful evidence
- Legible and organized: clear PDFs or images, no cropped screenshots.
- Related to the operation: the same amounts, dates, and names as the disputed payment.
- No excess: irrelevant documents dilute the ones that actually prove your case.
What happens next
Evidence is submitted only once from the case in the Conekta Panel — follow the flow in How to respond to a chargeback.