Organized ecommerce dispute evidence packet on a desk

Shopify dispute response template

Build a Shopify chargeback packet before the deadline gets tight.

A Shopify-focused structure for item-not-received and delivered-order disputes: order record, carrier proof, customer timeline, store policy, and a concise response file.

Use the template Get a $19 packet Open checklist

What this page is for

This is a response-prep aid for ecommerce sellers who shipped an order and need to assemble evidence before submitting through Shopify Payments or the relevant payment provider. It does not replace platform instructions, legal advice, or card-network rules.

Shopify chargeback process Shopify evidence submission Stripe disputes overview

Start with direct proof

Put delivered tracking, matching address details, signature or delivery photo, and order confirmation before softer context.

Keep it short

Reviewers need the strongest facts quickly. Avoid burying the delivery proof behind screenshots that do not answer the dispute reason.

Match the reason

A product-not-received dispute needs different evidence than a fraud, duplicate, subscription, or not-as-described dispute.

Shopify delivered-order evidence packet template

Case summary

One paragraph: order number, order date, shipped date, delivery date, carrier, tracking number, and the customer claim you are answering.

Order and payment record

Screenshot or export the Shopify order page, customer name, billing and shipping details, order total, fulfillment status, and any fraud or risk indicators that help explain the transaction.

Delivery proof

Include carrier tracking showing delivered status, date, city or ZIP, address match where available, signature, delivery photo, or delivery exception notes.

Customer communication timeline

Add concise screenshots of support emails, chat logs, replacement offers, delivery follow-ups, or customer acknowledgements. Highlight only the relevant lines.

Store policy and checkout context

Attach the shipping, refund, delivery, and claims policy pages that were in effect at purchase time. If useful, include the checkout agreement or order confirmation email.

Final response narrative

Use a plain-language conclusion: the order was placed, paid, fulfilled, delivered to the provided address, and supported by the attached records. Do not overstate what the evidence proves.

Common packet gaps

  • Tracking screenshot does not show a delivered status or delivery date.
  • The response never connects the tracking record to the Shopify order number and shipping address.
  • Policy screenshots are current versions, not the policy that applied when the customer purchased.
  • The strongest evidence appears late in the file after generic order screenshots.
  • The response argues emotion or intent instead of the timeline and documents.