What Makes Evidence 'Compelling' in Chargeback Disputes?
Banks reject 90% of poorly documented responses. Learn what makes evidence truly compelling and how to format winning rebuttal letters.
💪 What Makes Evidence "Compelling":
Win rate: 70%+ with properly formatted compelling evidence • Rejection rate: 90% with poor documentation
Banks reject 90% of poorly documented chargeback responses. The difference between winning and losing isn't whether you have evidence - it's whether your evidence is "compelling" in the eyes of the card network reviewer who spends just 30-90 seconds on your case.
This guide reveals exactly what makes evidence "compelling" based on card network guidelines, processor requirements, and real chargeback outcomes. You'll learn how to format, organize, and present evidence that forces reviewers to rule in your favor.
💡 What "Compelling" Actually Means
Compelling evidence isn't just "proof you're right." It's evidence that: (1) directly refutes the customer's specific claim, (2) is easy for reviewers to verify quickly, (3) follows processor-specific formatting requirements, and (4) shows you acted in good faith as a merchant.
The 4 Criteria for Compelling Evidence
Card network reviewers evaluate your evidence against four criteria. Miss any one of these and your response gets rejected:
1. Relevance: Evidence Must Address the Specific Dispute Reason
The #1 mistake merchants make: submitting evidence that proves something irrelevant to the dispute. If the customer claims "I never received the product," proving that your product description was accurate doesn't help - you need delivery proof.
Example: Fraud Dispute (Visa 10.4)
Customer claims: "I didn't authorize this charge."
❌ Irrelevant evidence: "We shipped the product and have tracking."
✅ Relevant evidence: "Customer's IP address (98.207.45.123 - Los Angeles, CA) matches billing address. AVS and CVV both passed. Customer logged into their account 23 times after purchase and downloaded the digital product 4 times. Previous successful purchase with same card on March 2nd."
Why it works: Every piece of evidence proves authorization, which is what the dispute challenges. Tracking proves delivery but not authorization.
Example: Product Not Received (Visa 13.1)
Customer claims: "I never received the product."
❌ Irrelevant evidence: "Customer has purchased from us 5 times before without issue."
✅ Relevant evidence: "USPS tracking #9400111899223617821843 shows delivered to customer's address (742 Evergreen Terrace, Springfield) on May 15, 2025 at 2:34 PM. Signature obtained from 'H. Simpson.' Attached: delivery confirmation screenshot from USPS.com."
Why it works: Directly proves the item WAS received, which is exactly what the dispute claims didn't happen.
Quick test: Read the chargeback reason. For each piece of evidence, ask: "Does this directly prove the customer's claim is false?" If no, don't include it.
2. Verifiability: Evidence Must Be Easy to Confirm
Reviewers spend 30-90 seconds per dispute. If they can't quickly verify your evidence, they reject it. This means: timestamps, specific details, official documentation, and zero ambiguity.
❌ Weak Evidence (Not Verifiable)
"Customer used our service extensively after purchase."
Problem: Vague. No proof. Reviewer can't verify this claim.
✅ Strong Evidence (Verifiable)
"Customer logged into account 47 times between purchase date (Jan 10) and dispute date (Feb 18). Logs show: Jan 10 at 3:45 PM, Jan 11 at 9:22 AM, Jan 11 at 4:17 PM... [full log attached]. Customer downloaded premium template file 'contract-template.pdf' 3 times (Jan 12, Jan 19, Feb 3). Screenshot attached showing download history from customer's account."
Why it works: Specific dates, times, and actions. Reviewer can see the pattern of usage instantly.
How to make evidence verifiable:
- Include timestamps: Always use exact dates and times (with timezone) for every event: transaction, shipment, delivery, customer login, support contact
- Link events to transaction: "This login occurred 3 days after the disputed transaction on [date]"
- Use official documentation: Carrier tracking, not your internal notes. Bank authorization codes, not your estimate of approval. Screenshots with visible URLs/headers.
- Provide confirmation numbers: Tracking numbers, order IDs, authorization codes, transaction IDs that reviewers can independently verify
3. Completeness: Address Every Element Required by the Card Network
Each card network publishes specific evidence requirements for each reason code. Missing ANY required element = automatic rejection. You must submit the complete checklist, not just "some good evidence."
Visa 10.4 (Fraud) - Required Evidence Checklist:
- ✓AVS (Address Verification System) match result
- ✓CVV (Card Verification Value) match result
- ✓IP address and geolocation matching cardholder's country
- ✓Delivery confirmation to AVS-verified address (if physical goods)
- ✓Proof of customer's use of product/service (if digital)
- ✓Previous transaction history with same card (if applicable)
Critical: If you have 5 out of 6 items, your case may still be rejected. Card networks expect complete compliance with their published requirements.
Where to find requirements: Each network publishes chargeback guides:
- Visa: "Visa Claims Resolution" guide (search: "Visa CE 3.0 compelling evidence")
- Mastercard: "Mastercard Chargeback Guide" (search: "Mastercard chargeback reason codes")
- Amex: "American Express Chargeback Programs" (contact Amex merchant services)
- Discover: "Discover Dispute Resolution" guide
Or use our dispute response generator which automatically includes all required elements based on your reason code and card network.
4. Presentation: Make It Easy for Reviewers to Rule in Your Favor
You have the right evidence. Now format it so reviewers see your winning case in the first 10 seconds. Poor presentation = rejected response, even with perfect evidence.
Presentation Checklist:
- Lead with strongest evidence: Put your smoking gun in the first paragraph. "USPS tracking shows delivered on [date]" comes before explanations.
- Use bullet points and formatting: Reviewers scan, they don't read. Bullets > paragraphs. Bold key facts.
- Label attachments clearly: "Attachment 1: USPS Tracking Confirmation" not "Document.pdf"
- Highlight key data in screenshots: Circle the tracking number. Highlight the delivery date. Reviewers shouldn't hunt for proof.
- One page if possible: Longer responses aren't better. Make every sentence earn its place.
- Use processor's exact field names: Stripe has specific evidence fields - fill every one. Don't put everything in "additional information."
Real Examples: Weak vs. Compelling Evidence
Scenario 1: Friendly Fraud - Customer Used Service, Then Disputed
❌ Weak Response (Gets Rejected)
"The customer purchased our SaaS subscription and used it for over a month before disputing. They clearly benefited from our service and are now trying to get a refund dishonestly. We have logs showing usage. This is clearly friendly fraud and should be rejected."
Why it fails: No specific evidence. No timestamps. No proof attached. Emotional language ("dishonestly") doesn't convince reviewers. No verification possible.
✅ Compelling Response (Wins)
Evidence Proving Authorized Use:
- Transaction authorized by customer: AVS match (full address), CVV match. IP address: 98.207.45.123 (Los Angeles, CA) matches billing address.
- Customer actively used service after purchase:
- Account created: Jan 10, 2025 at 3:42 PM
- Logged in 47 times between Jan 10 - Feb 18 (dispute filed Feb 18)
- Created 23 projects in our platform
- Downloaded premium assets 8 times
- Sent 12 support tickets (all resolved)
- Customer never requested cancellation or refund through our support system prior to dispute
- Subscription terms: Customer agreed to terms at signup showing monthly auto-renewal (screenshot attached showing checkbox confirmation)
Attachments:
- Account activity log (47 login timestamps)
- Project creation history
- Screenshot of subscription agreement with customer's IP and timestamp
Scenario 2: Product Not Received Dispute
❌ Weak Response (Gets Rejected)
"We shipped the product to the customer via USPS on May 10th. Our records show it was delivered. The customer is lying about not receiving it. We have proof of shipment."
Why it fails: No tracking number provided. "Our records show" isn't verifiable. No actual proof attached. Saying customer is "lying" doesn't help.
✅ Compelling Response (Wins)
Proof of Delivery:
- USPS Tracking Number: 9400111899223617821843
- Delivery Address: 742 Evergreen Terrace, Springfield, OR 97403 (matches customer's billing address on file)
- Delivery Date: May 15, 2025 at 2:34 PM
- Signature: Obtained from "H. Simpson" (matches cardholder name)
- Package Weight/Dimensions: 2.1 lbs, 12x8x3 inches (matches product specifications)
Attachments:
- Screenshot from USPS.com showing "Delivered" status with signature
- Photo of delivery confirmation (if available from carrier)
- Original shipping receipt with tracking number
Processor-Specific Evidence Requirements
Different payment processors have unique formatting requirements and evidence submission systems. What works for Stripe might not work for PayPal.
Stripe Evidence Requirements
Stripe's dispute dashboard has specific evidence fields. You must fill out the relevant fields - don't just upload a PDF and hope for the best.
Stripe Evidence Fields (by dispute type):
- Product Description: Exactly what customer saw at checkout (copy-paste your listing)
- Customer Communication: Order confirmations, support emails, tracking notifications sent to customer
- Billing Address: AVS match results
- Receipt: Customer's receipt or invoice
- Shipping Documentation: Tracking numbers, delivery confirmation, carrier name
- Additional Documentation: Access logs, screenshots, terms of service
PayPal Evidence Requirements
PayPal has the strictest deadline (10 days) and focuses heavily on Seller Protection eligibility. Your evidence must prove you qualify.
PayPal Seller Protection Requirements:
- ✓Shipped to address shown on Transaction Details page (not a different address customer requested)
- ✓Tracking number showing delivered status
- ✓Signature confirmation for items $750+
- ✓Online tracking from supported carrier (USPS, UPS, FedEx, etc.)
Key difference: PayPal cares MORE about whether you followed their Seller Protection rules than the actual legitimacy of the dispute. If you shipped to the wrong address (even if customer requested it), you lose.
Square Evidence Requirements
Square's dispute process involves uploading evidence files and writing a rebuttal letter. They prefer combined PDF submissions.
Square Best Practices:
- Combine all evidence into one PDF (rebuttal letter + attachments)
- Label each section clearly in the PDF
- Lead with summary paragraph, then evidence, then attachments
- File size limit: 25MB total
- Submit within 10 days for best results (Square gives up to 30 days but faster is better)
Common Evidence Mistakes That Cost You the Case
❌ Mistake #1: Too Much Irrelevant Information
Merchants often include pages of company history, testimonials, policies, and context that doesn't address the specific dispute. This buries your actual evidence and wastes reviewer time. Fix: Every sentence must directly refute the customer's claim.
❌ Mistake #2: Unlabeled Attachments
Uploading "IMG_1234.jpg" and "Document.pdf" forces reviewers to hunt for what they're looking at. Fix: Name files descriptively: "USPS_Tracking_Confirmation_May15.pdf" and reference them in your letter: "See Attachment 1: USPS Tracking."
❌ Mistake #3: Blurry or Cropped Screenshots
Screenshots must show the full context: URL bar, date/time, and relevant content clearly visible. Cropped images look like you're hiding something. Fix: Full-page screenshots with highlighting to direct attention to key details.
❌ Mistake #4: Emotional or Accusatory Language
"This customer is clearly trying to scam us" or "They're lying" undermines your professionalism. Fix: Stick to facts. "Customer's claim is contradicted by delivery confirmation showing signature obtained on [date]."
❌ Mistake #5: Missing Timeline Connection
Providing evidence without linking it to the transaction date confuses reviewers. Fix: Always connect evidence to the dispute: "Customer logged in 23 times AFTER the disputed transaction date (Jan 10) and BEFORE filing dispute (Feb 18)."
❌ Mistake #6: Responding to Wrong Reason Code
Customer says "not received" but you focus on product quality. Fix: Read the reason code carefully. Match your evidence to the exact accusation. See our reason code guide →
The Compelling Evidence Template
Here's the exact structure that wins 70%+ of chargeback disputes:
[Your Response Opening]
We are responding to [Reason Code] - [Reason Description] filed on [Date] for transaction [Transaction ID] in the amount of [Amount].
The customer claims: "[Their exact claim in quotes]"
Evidence Refuting This Claim:
[Strongest evidence first - the single fact that proves they're wrong]
• Supporting evidence point 1
• Supporting evidence point 2
• Supporting evidence point 3
Timeline of Events:
[Date/Time] - Transaction authorized (AVS: [result], CVV: [result])
[Date/Time] - Product shipped / Access granted
[Date/Time] - Customer activity showing use
[Date/Time] - Dispute filed
Attached Documentation:
Attachment 1: [Specific document name]
Attachment 2: [Specific document name]
Attachment 3: [Specific document name]
Based on this evidence, we respectfully request reversal of this chargeback.
Total length: Aim for 250-500 words max in your letter, plus clearly labeled attachments. Shorter is often better if evidence is strong.
Evidence Quality Checklist
Before submitting your chargeback response, run through this checklist:
Pre-Submission Checklist:
Real Win Rates by Evidence Quality
Based on analysis of thousands of chargeback outcomes:
Key insight: The difference between 10% and 70% win rate isn't having more evidence - it's presenting the SAME evidence in a compelling format that meets all card network criteria.
Generate Compelling Evidence Automatically
Stop guessing what makes evidence compelling. ProofReturn uses card network guidelines to automatically format your evidence according to reason code requirements, processor specifications, and proven winning templates.
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Related Resources
Chargeback Reason Codes Explained
Learn what evidence each reason code requires
Complete Guide to Winning Chargebacks
Step-by-step dispute response strategy
Stripe Evidence Requirements
Stripe-specific formatting and field guidelines
Friendly Fraud Detection Guide
How to prove customer used product/service
Need Help with Your Chargeback?
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