How to Prove Delivery for Chargeback Disputes: Complete Checklist

Who This Is For

This guide is for ecommerce merchants, fulfillment managers, and risk teams who face chargebacks that hinge on whether a physical shipment was actually delivered. You're shipping tangible goods across couriers and carriers, and you need an immediately actionable, evidence-first process to collect, preserve, and present proof of delivery for dispute responses. Whether you run a direct-to-consumer store, a marketplace, or manage outsourced fulfillment, this document gives the tactical checklist and example narrative you can use right away.

What This Dispute Means

When a cardholder disputes a transaction claiming they never received the item, the processor will often request proof that the shipment reached the intended recipient. In plain English: you must show that the package left your control, was tracked in transit, and reached a physical delivery point associated with the cardholder — ideally with carrier confirmation (signature, photo, or GPS delivery confirmation) and supporting communications. This isn’t only about a tracking number; it’s about connecting the tracking event to the person on the order through metadata, images, timestamps, and context.

Evidence Checklist

• Original carrier tracking record (full-detail PDF or screen capture showing ship date, transit scans, delivery scan, and delivery address). Preserve the URL and capture the timestamp of the page.
• Tracking number in the exact format as issued by the carrier (avoid formatting changes). Include carrier name and tracking URL.
• Signature confirmation or POD image from the carrier (image or PDF that includes name or signature hash, date/time, and delivery location).
• Delivery photo(s) taken at the delivery moment showing package position relative to a recognizable address element (porch number, mailbox, building marker). Preserve original EXIF metadata.
• Carrier confirmation screenshots showing the tracking details, delivery status and any locational notes (e.g., "Left at front door").
• Customer communications timeline (order confirmation, shipping email with tracking, any messages about delivery preferences or exceptions, and customer acknowledgements).
• Order packaging photos if available (showing label and tracking number on box before shipment).
• Fulfillment logs from warehouse or 3PL proving the item was picked, packed, and shipped (pick ticket, packing slip).
• IP/Device delivery evidence if you have it — e.g., customer logged into their account and confirmed delivery or downloaded a digital receipt on the delivery day.
• Chain-of-custody notes for unusual cases (returns, redirected shipments, neighbor acceptance).

Step-by-Step to Win

1. Immediately secure original carrier records
   1. Export or download the carrier's full tracking PDF or generate a full-page screenshot of the tracking detail page. Save the source URL and the capture timestamp.
   2. If the carrier provides a signed POD PDF, attach it to the file set. If the carrier only shows a "Delivered" status with a thumbnail photo, capture that full-resolution image from the carrier portal.
2. Preserve delivery photos with metadata
   1. Obtain the original image file from your delivery app or courier, not a compressed copy. Keep EXIF intact — it often contains timestamp and GPS coordinates.
   2. If a mobile app or courier strips metadata, request the unaltered file from their support. Document that you requested the original and any response.
3. Capture signature confirmation properly
   1. If the carrier captured a signature image, download the signature file and confirm it shows a name, initial, or identifier. If the signature is a "consent" check or initials, save the full POD showing the context.
   2. When signature is absent, document the carrier's delivery method note (e.g., "Left with neighbor", "Left at front door") and gather corroborating evidence (neighbor statement, photo showing package at neighbor’s door).
4. Collect internal fulfillment evidence
   1. Export the pick/pack sheet, shipping label image (clearly showing barcode and tracking number), and timestamped scanner logs from your WMS.
   2. If a 3PL shipped the item, request their proof of pickup and manifest records; preserve emails and portal snapshots confirming the transfer.
5. Reconstruct the timeline
   1. Build a chronological list: order placed → shipped notification sent (with tracking) → carrier scans (inbound/outbound) → delivery scan/photo/signature → customer communication after delivery.
   2. Export email headers or app logs that include delivery notification timestamps. Keep these as evidence of the sequence.
6. Document alternative delivery scenarios
   1. If delivery shows "left on porch" or "left with neighbor," secure supporting items: photos of porch showing package placement, neighbor contact statement, or security camera clip.
   2. If a package was redirected or held, include the explicit instructions and carrier acceptance of that change.
7. Prepare a clear, short rebuttal narrative
   1. Write a 2–4 paragraph explanation linking the tracking evidence to the customer and clarifying any ambiguity (see Example Narrative Outline below).
   2. Label attachments clearly and reference them in the narrative (Attachment A: carrier POD, Attachment B: delivery photo with EXIF, etc.).
8. Package and send according to processor requirements
   1. Check the dispute notification for allowed file types and maximum sizes. Deadlines vary by processor — check your notification or the official reason code guide on the codes hub.
   2. Confirm receipt of your submission and log any follow-up communications.

Common Mistakes

• Submitting only a tracking number with no carrier screenshots or signature/POD.
• Uploading low-resolution delivery photos or images that have had EXIF metadata stripped (images without timestamps/GPS look weak).
• Using a cropped screenshot of a tracking page that omits the delivery address or scan timestamps.
• Failing to preserve the original carrier PDF — instead retyping tracking details into an email.
• Relying solely on a “delivered” status without POD or delivery photo when the cardholder disputes receipt.
• Providing conflicting internal records (e.g., different shipping dates between WMS and carrier records).
• Not documenting attempts to retrieve original proof from carriers or 3PLs — absence of a request looks negligent.
• Including too much unrelated evidence that buries the primary delivery proof (keep the packet focused and labeled).

Example Narrative Outline

Use this compact structure when writing your rebuttal. Keep it factual, concise, and anchored to attachments.

1. Opening summary (1 sentence): State the dispute type and the short answer — we have proof the package was delivered to the shipping address on file.
2. Chronological fact list (3–6 bullets): List order date/time, shipment date, tracking number and carrier, delivery timestamp per carrier, and any signature or delivery photo reference.
3. Attachments reference (1–2 sentences): Map each attachment to the relevant fact (e.g., "Attachment A — Carrier POD PDF shows delivery on [date] at [time]").
4. Contextual clarifications (1 paragraph): Address common hooks the consumer or issuer may use (e.g., if the package was left at the front door, explain carrier delivery protocol and attach the porch photo and EXIF data).
5. Closing request (1 sentence): Ask the processor to review the attached carrier POD, delivery photo, and shipment records and to resolve in your favor based on the presented evidence.

Processor/Platform/Industry Specifics

This section describes practical considerations across carriers, marketplace platforms, and fulfillment models. The exact evidence a processor wants can vary, so treat these as best practices for a strong delivery package.

Tracking number chargeback evidence

Tracking numbers are the backbone of on-time proof but are insufficient alone. Always include a carrier-supplied screenshot or PDF that shows the tracking number in its original context — including the delivery address and timestamp. Cross-check that the tracking number on the shipping label image, carrier portal, and customer-facing email all match exactly (characters, dashes, leading zeros).

Signature confirmation importance

A captured signature or other recipient identification is among the highest-value items a carrier can provide. If you obtained a signature, submit the signature image or POD PDF. If the signature is illegible, include a carrier-supplied name or identifier and reference the delivery photo or address verification to link it to the cardholder.

Carrier confirmation screenshots

When capturing carrier pages, show the whole page including browser address bar and timestamp if possible. If you must take a screenshot, do so at a high resolution and keep the raw image. For carriers that provide only a small image (e.g., a thumbnail), request the full-resolution file through carrier support and log the request.

Delivery photo evidence strategies

Delivery photos are most valuable when they include contextual cues tying the photo to the order: house number, unique mailbox, porch light, identifiable landscaping, label on box showing tracking number. Always keep the original file to preserve EXIF (timestamp and GPS). If your delivery solution or carrier app compresses/strips metadata, document that fact and request the unstripped original from support.

Fulfillment and 3PL nuances

If a 3PL or marketplace partner shipped the item, you must gather their pickup records, scanned shipping label images, and any POD they provide. Keep a clear chain-of-custody statement showing when your responsibility for the parcel ended and when the carrier accepted it. When platforms like marketplaces mediate disputes, present these 3PL and marketplace records in the same packet; label each source so the reviewer can trace ownership.

Situations with no signature

Many deliveries are "no signature required." In these cases, a combination of carrier delivery photo, scan timestamps, customer acknowledgment (message or visit to your site), and porch/CCTV footage forms a strong package. If the carrier notes "Delivered — Left by door," try to obtain complementary evidence such as neighborhood acceptance or local CCTV.

Digital goods and hybrid orders

For orders that include digital components (license keys, digital activation) alongside physical shipment, include evidence of digital delivery (access logs, activation timestamps) to show the customer received value tied to the order date. Link the digital activation timestamp to the shipping timeline where relevant.

How ProofReturn Helps

ProofReturn automates collection and assembly of the multi-modal evidence package described above. It can:

• Automatically pull and archive carrier tracking pages and POD PDFs so you have the original documents saved in one place.
• Extract and preserve EXIF and GPS metadata from delivery photos and surface key metadata fields for inclusion in your dispute packet.
• Provide a timeline builder that merges carrier scans, customer messages, and fulfillment logs into a clean chronological narrative the processor can read quickly.
• Standardize filenames, label attachments, and produce a concise rebuttal template that references each attachment.

If you want to see how this process fits into broader chargeback workflows, check our ecommerce chargebacks solution page to explore automated evidence pipelines and dispute orchestration.

FAQ Section

Q: Is a tracking number alone sufficient to win a delivery dispute?

A: No. A tracking number shows movement of a parcel, but processors often require linkage between the tracking event and the cardholder — signature, photo, and address confirmation help create that link. Always pair the tracking number with carrier screenshots or POD and supporting fulfillment logs.

Q: How important is EXIF metadata in delivery photos?

A: EXIF metadata is valuable because it contains timestamp and sometimes GPS coordinates that prove when and where a photo was taken. Include the original photo file in your evidence and, when possible, export the EXIF data into a text file to attach to the dispute packet.

Q: What if the carrier only shows "Delivered" with no POD or photo?

A: When carrier detail is sparse, gather everything else: initial shipping label image, picking/packing logs, customer delivery notification emails, any porch or neighborhood photos, and request a formal delivery confirmation from the carrier. Document your request; demonstrating attempts to obtain carrier proof strengthens your case.

Q: The customer claims the package was stolen after delivery. What should I submit?

A: Provide the carrier delivery proof (photo or scan), porch photo if available, timestamped delivery notification sent to the customer, and any local security footage or neighbor statements. If theft is suspected, advise the cardholder to file a police report and include a copy if obtained — but do not use lack of a report as sole reason to withhold evidence.

Q: Can a signature be a typed name or initials and still count?

A: Yes — carriers capture various forms of recipient acknowledgement, including initials, typed names, or electronic signatures. Submit whatever form of recipient acknowledgement the carrier recorded and clarify the type in your narrative (e.g., “carrier timestamped e-signature: J. Smith”).

Q: What if my photos lost EXIF metadata because they were uploaded to social media or compressed?

A: Try to obtain the original files from the device or the delivery app used by the courier. If originals are unrecoverable, explain in your packet that the original was uploaded and stripped, and provide any secondary evidence (carrier POD, delivery timestamp) that corroborates the photo. Document the chain of custody for the images.

Q: How should I name and organize files in the dispute packet?

A: Use a clear naming convention: include order number, attachment type, and date (e.g., ORD12345_carrier_POD_2025-08-01.pdf). Include a short index at the top of your narrative that lists each file and what it proves (Attachment A: carrier POD — delivery date/time; Attachment B: porch photo — EXIF timestamp/GPS).

Q: Where can I find official reason-code-specific evidence requirements?

A: Deadlines and exact required evidence vary by processor and reason code. Check your dispute notification and the processor's official reason code reference on the codes hub for the specific checklist tied to the dispute you received.

Related Resources

• What makes evidence compelling for chargebacks — guidance on evidence quality and presentation.
• How to handle chargebacks when a customer used a product for months — strategies for time-lag disputes.
• How Stripe Radar data can support chargeback responses — using fraud-detection signals alongside delivery evidence.
• Ecommerce chargebacks solution page — automated workflows for evidence collection and dispute submission.
• codes hub — reference for processor reason codes and official guides (check here for your processor's requirements).

Final CTA

Ready to stop scrambling for delivery proof when disputes arrive? Generate a dispute-ready evidence packet with automated capture, EXIF extraction, and timeline building at Generate an evidence package — streamline collection and submit a focused, labeled rebuttal that reviewers can evaluate quickly.