Organized ecommerce dispute evidence packet on a desk

Merchant dispute example

Chargeback response letter example.

Use this delivered-order sample to see how the opening statement, timeline, and evidence index should fit together before you submit through Stripe, Shopify Payments, PayPal, or another processor.

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Delivered-order chargeback response letter sample

This example is for an item-not-received dispute where the merchant has an order record, fulfillment record, tracking page, delivery scan, support thread, and policy screenshot. Replace every fact with your own records.

Merchant response for Example Store Platform: Stripe / Shopify Order: ORDER-10042 Dispute amount: $146.00 Dispute reason: Item not received Merchant position The merchant position is that the order was placed, paid, fulfilled, and marked delivered according to the attached order and carrier records. The customer-provided checkout information matches the fulfillment record used for shipment. Transaction timeline The order was placed on 2026-05-01. The payment was captured through the commerce platform on 2026-05-01. The order was fulfilled on 2026-05-02. Carrier tracking shows delivery on 2026-05-05 to the ZIP code supplied at checkout. Support responded to the customer after delivery with tracking and policy information. Evidence attached 1. Order confirmation and payment timestamp. 2. Fulfillment record showing package handoff to the carrier. 3. Carrier tracking page showing delivered status. 4. Delivery confirmation tied to the shipment. 5. Support thread tied to the disputed order. 6. Shipping and refund policy active at purchase time. Response statement The merchant asks the reviewer to consider these records together because they connect the disputed transaction to the order, the fulfillment timeline, the delivery record, and the merchant response to the claim. The evidence is organized to show that the merchant fulfilled the order using the checkout information available at the time of purchase. Boundary note This response organizes seller evidence only. It is not legal advice, platform affiliation, or a guarantee of dispute outcome.

Why this structure works better than a raw paragraph.

It states the position first

The reviewer should not have to infer the merchant argument from screenshots. Start with the claim you are supporting.

It follows the transaction

The timeline should move from order to payment to fulfillment to delivery or usage, then to customer communication.

It indexes the evidence

Every attachment should have a job. The letter should tell the reviewer why each record is included.

Adjust the letter by dispute reason.

  • Item not received: emphasize fulfillment handoff, carrier tracking, delivery scan, address or ZIP match, support response, and shipping policy.
  • Fraud or unauthorized: do not rely on delivery alone. Add authorization indicators, AVS/CVC/3DS where available, account history, usage proof, or cardholder-link evidence.
  • Product not as described: connect the product listing, checkout description, fulfillment record, customer complaint, support response, and return or warranty policy.
  • Credit not processed: explain refund eligibility, return status, cancellation timing, policy context, and any refund or no-refund record.