Shopify Chargeback Evidence: Export & Format Guide

Who This Is For

This guide is written for Shopify merchants, operations managers, and chargeback specialists who handle disputes originating from Shopify orders and Shopify Payments disputes. If you use Shopify to accept payments — whether you run a small DTC store, a multi-store brand on Shopify Plus, or an agency managing disputes for clients — this guide gives practical, step-by-step instructions for exporting, formatting, and packaging the exact Shopify chargeback evidence you’ll want when responding to a dispute.

What This Dispute Means

“Shopify chargeback evidence” is the collection of order exports, shipping data, payment transaction records, and communications you provide to the card networks or your processor to show a transaction was legitimate and fulfilled as described. A Shopify payments dispute (also called a Shopify chargeback response when you submit rebuttal evidence) is not only about proving delivery — it’s about building a cohesive, time-stamped story that ties the cardholder action to Shopify data: order creation, payment authorization, fulfillment, tracking, and any post-sale interactions (refunds, returns, or customer messages).

Because processors and issuers review evidence for clarity and linkage, your job is to make it easy for a reviewer to follow the timeline and see the truth. That means exporting the right Shopify records, formatting them consistently, and calling out the crucial facts in a concise narrative.

Evidence Checklist

• Order export (CSV): order number, order date/time (UTC if possible), customer name, email, billing and shipping address, line items with SKUs, quantities, price, discounts, taxes, totals.
• Payment/transaction record: Shopify Payments or payment gateway transaction screenshot or export showing authorization, capture, authorization timestamp, gateway name, and last 4 digits.
• Fulfillment details: fulfillment status, carrier and tracking number(s), shipment date, shipping label PDF (if available), and shipping address as printed on the label.
• Carrier proof of delivery (POD) or tracking page screenshot: proof that the carrier shows delivery or delivery attempt to the provided address.
• Order timeline / admin screenshots: Shopify order timeline that shows order creation, payment, fulfillment, label creation, and any manual notes or edits.
• Customer communications: exported messages (Shopify Inbox, email thread, chat transcripts) showing order confirmation, delivery confirmation, and any support interactions.
• Return/refund records: records of refunds, return shipping labels, RMA notes, and restocking info if a return was processed.
• Policy snapshots: copy or screenshot of your returns/refund and shipping policy as it appeared at the time of purchase (timestamp the capture or include a URL + Wayback/archived screenshot if available).
• Visual evidence: package photos, delivery photos, or proof of signature (if available) taken by the carrier or by your fulfillment partner.
• IP/device & account data: order creation IP, user agent or device logs, customer account creation timestamp and order history (showing repeat customers or prior orders, if relevant).
• Naming and index file: an index.txt or brief PDF that lists every file and a one-line description (e.g., "Order_1001_OrderCSV.csv — order export for Order 1001").

Step-by-Step to Win

1. Gather raw Shopify data
   1. Go to Shopify Admin → Orders. Use filters to select the disputed order(s) and click Export → choose “Current page” or select the specific orders. Export as CSV (this gives a consolidated view of order fields).
   2. Open the order detail in the Shopify Admin. Screenshot the order timeline and the fulfillment panel showing the tracking number and carrier link.
   3. From the Shopify Payments or Transactions area, export the transaction or screenshot the payment detail (authorization and capture). If you use a gateway, export the gateway transaction ID and gateway report.
2. Collect shipping and carrier proof
   1. Download the shipping label PDF from the order’s fulfillment section — this proves the printed address matched the order’s shipping address.
   2. Click the tracking link in the order to reach the carrier page and screenshot the delivery status. If the carrier provides a POD or signature image, download it and include it in your packet.
3. Export communications
   1. Export or copy the email thread that includes order confirmation, shipping notification, and any customer messages. If you use Shopify Inbox or a third-party chat app, use its export function or copy/paste the messages into a text file or PDF with timestamps.
   2. Label each message file with Order__Message_.pdf for clarity.
4. Capture account and device data
   1. From the order timeline or customers area, capture the customer account creation date, saved addresses, and any prior orders.
   2. If Shopify shows the IP address and user agent for the order, screenshot or export that line from the timeline. This ties the order to a source IP.
5. Format, name, and index your files
   1. Convert screenshots and HTML pages to high-quality PDFs (use consistent 8.5x11 sizing). Keep images as JPEG/PNG for photos but include them embedded in the final PDF packet for convenience.
   2. Follow a strict naming convention: Order_12345_OrderCSV.csv, Order_12345_Payment.png, Order_12345_Label.pdf, Order_12345_Tracking.png, Order_12345_Communication_2025-08-01.pdf, Index_Order_12345.pdf.
6. Build a concise narrative (one page)
   1. Write a short timeline: Order placed → Payment authorized → Fulfilled → Carrier delivered (include timestamps).
   2. Reference each piece of evidence by filename (e.g., “See Order_12345_Label.pdf for shipping label; see Order_12345_Tracking.png for carrier delivered status”).
7. Package and submit
   1. Create a single PDF that combines the narrative and key screenshots in order, or create a ZIP that includes the CSV and all supporting files plus an index file. Make sure the first page is the one-page narrative and index.
   2. Upload to your processor/dispute portal per their instructions. Deadlines vary by processor — check your dispute notification or the official reason code guide.
8. Follow up and log everything
   1. Record the dispute submission, time, and the files submitted in an internal ticket. If the portal generates a submission ID, save it.
   2. If the dispute is escalated or additional evidence is requested, use the same naming/formatting rules and reference the prior submission ID in your narrative.

Common Mistakes

• Submitting a raw CSV with cryptic column names and no index — reviewers shouldn’t have to translate your export.
• Poor file naming that forces reviewers to open multiple files to understand the link between payment, shipping, and communication.
• Low-resolution screenshots or partial captures that don’t show timestamps, carrier name, or the full shipping address.
• Missing the shipping label (the printed address on the label ties fulfillment to the shipping address on the order).
• Forgetting to include refund/return records — if you issued a refund, show the refund transaction and date to explain partial credits.
• Submitting only a URL without a snapshot — links can change; include a screenshot or PDF as a time-stamped record.
• Not including the order timeline or admin notes that show manual interventions (order edits, fraud reviews, or hold releases).
• Providing too much unorganized data instead of a curated packet with a short narrative pointing to the key files.

Example Narrative Outline

Use this structure as the first page of your submission packet. Keep it short, factual, and reference filenames.

1. Opening summary (1–2 sentences): “This packet contains evidence that Order 12345 was authorized by the cardholder, fulfilled to the shipping address provided, and delivered by Carrier X on YYYY-MM-DD. Below is a concise timeline and a file index.”
2. Chronological timeline (bullet list of events with timestamps):
   • Order placed: 2025-08-01 14:12 UTC — see Order_12345_OrderCSV.csv
   • Payment authorized and captured via Shopify Payments: 2025-08-01 14:13 UTC — see Order_12345_Payment.png
   • Fulfillment and label created: 2025-08-02 09:05 UTC — see Order_12345_Label.pdf
   • Carrier delivery: 2025-08-04 16:42 UTC — see Order_12345_Tracking.png and Order_12345_POD.jpg
3. Key supporting evidence (2–3 bullets):
   • Shipping label shows the exact shipping address used for the order (Order_12345_Label.pdf).
   • Carrier tracking confirms delivery to that address and includes a proof-of-delivery image (Order_12345_Tracking.png, Order_12345_POD.jpg).
   • Customer inbox messages show the customer received and acknowledged shipment (Order_12345_Communication_2025-08-05.pdf).
4. Conclusion / request: “Based on the evidence above, we request the issuer to reverse the dispute. Please find the full index below.”
5. Index (file list): List filenames with one-line descriptions so reviewers can quickly look up the item referenced in your timeline.

Processor/Platform/Industry Specifics

Because this guide focuses on Shopify as the evidence source, here are platform-specific steps, conventions, and tips that save time and reduce mistakes when preparing a Shopify chargeback response.

Exporting Orders from Shopify (practical export steps)

• Shopify Admin → Orders → filter to the specific order(s). Use the Export button to choose “Selected orders” or “Current page” and export as CSV. This CSV typically includes all order fields (order number, timestamps, addresses, line items, totals).
• If you need a minimized export for multiple disputes, export Orders with the column set that includes: Name, Email, Created at, Financial status, Fulfillment status, Total, Currency, Billing address, Shipping address, Lineitem sku, Lineitem name, Lineitem quantity, Discount codes, and any tags or notes that show fraud reviews.
• Always include the Shopify order number (starts with # in the UI) and any payment gateway transaction ID in your export — these are critical linking points.

Getting Payment and Transaction Records

• From Shopify Payments (if you use it): Shopify Admin → Settings → Payments → View payouts/transactions. If your UI differs, open the Payments or Transactions area and export or screenshot the transaction showing the authorization and capture. Include gateway transaction IDs when available.
• If you use a third-party gateway (Stripe, Adyen, PayPal, etc.), export the gateway’s transaction report from that provider’s dashboard and include the gateway’s transaction ID alongside the Shopify order number in your index.

Fulfillment & Shipping Label Evidence

• Open the order in Shopify Admin and scroll to the Fulfillment section. Download the shipping label PDF or take a full-page screenshot of the label if a direct download is not available.
• Show the shipping address printed on the label — matching it to the order’s shipping address is a strong indicator the order was shipped correctly.
• Use the carrier tracking link presented in Shopify to land on the carrier’s tracking page — capture the page showing delivery status and any POD image.

Exporting Customer Communications from Shopify

• Shopify stores notes and communications in the order timeline. Screen-capture the timeline lines that show email confirmation, shipping notification, and customer replies. Include timestamps in the screenshots.
• If you use Shopify Inbox, most apps allow you to export or copy conversation history. Save conversations as PDFs or embed the text into a PDF with timestamps. If your email provider stores the thread, export the full email thread as PDF to preserve headers and timestamps.

Device & IP Data from Shopify

• Order timeline in Shopify often contains the IP address and sometimes the geolocation of order creation. Screenshot this line and include it as part of the evidence packet.
• For logged-in customers, include account creation and past order history (screenshot the customer profile showing previous orders) to demonstrate a pattern of legitimate purchases.

Handling Multiple Orders or Bundled Shipments

• If a dispute references a single charge that encompassed multiple order numbers (common when you batch multiple orders into one capture), create a clear mapping CSV or PDF that shows which Shopify orders correspond to the single captured transaction ID.
• Include fulfillment notes that show the packing list or consolidated shipment manifest that carriers use to load packages — this helps tie physical shipments back to orders.

How ProofReturn Helps

ProofReturn automates the repetitive, manual tasks in the workflow above so you can focus on the narrative and decisions. Key ways automation helps:

• Automated Shopify exports: ProofReturn connects to Shopify to pull order CSVs, transaction records, and order timeline entries without manual clicking.
• Tracking aggregation: It follows tracking links from Shopify and fetches carrier delivery pages and POD images, consolidating them into a single evidence package.
• Consistent formatting and naming: ProofReturn creates index pages, converts screenshots to printable PDFs, and names files with a consistent convention that reviewers expect.
• Pre-built narratives and templates: Use templates tuned for Shopify Payments disputes so your one-page narrative cites the right filenames and facts in the order reviewers prefer.
• Batch handling: For multi-order captures, automation maps orders to a single transaction and produces a combined packet that saves time during submission.

This tool reduces manual errors, ensures completeness, and speeds up submission so you meet your processor’s requirements more reliably.

FAQ Section

Q: What exact files should I upload to the processor or dispute portal?

A: Upload a one-page narrative/index, the order CSV or order-specific export, payment/transaction screenshots, fulfillment and label PDFs, carrier tracking/POD screenshots, and customer communication PDFs. Organize them in that order inside a single PDF or a ZIP. Portals differ in allowed file types, so check the portal before packaging.

Q: How do I export customer messages from Shopify?

A: Capture the order timeline entries directly in Shopify Admin that show email confirmations and replies. For messages from Shopify Inbox or third-party chat apps, use the app’s export function or copy the conversation into a PDF while preserving timestamps and agent/customer labels.

Q: Should I include raw CSVs or converted PDFs?

A: Include both: keep the raw CSV (named Order_12345_OrderCSV.csv) as a machine-readable export, and include a PDF that visually shows the same fields in a human-friendly layout. The PDF helps reviewers who do not open CSVs, while the CSV provides granular data if requested.

Q: How should I name and organize files?

A: Use a consistent, order-centric pattern: Order___.. Start the packet with Index_Order_.pdf. This makes it trivial for reviewers to correlate the narrative with files.

Q: What if the customer already opened the package and then filed the dispute?

A: Include customer communication that shows receipt/acknowledgement, photos of the returned or used product if a return occurred, and any refund records. If you issued a partial refund, include the refund transaction and explanation in your narrative.

Q: Can I rely on carrier tracking screenshots alone? Do I need the shipping label?

A: Carrier tracking screenshots are important, but the shipping label demonstrates the address printed for the shipment. Both together make the strongest case — the label ties the shipment to the order address and the carrier tracking shows the delivery result.

Q: How do I handle disputes for multiple Shopify orders included in a single charge?

A: Produce a mapping file (CSV or PDF) that pairs each Shopify order number with the single payment transaction ID and breakout of amounts. Include fulfillment evidence for each order and a consolidated narrative explaining why the single charge covers them.

Q: What about privacy — can I submit screenshots with full customer data?

A: Include the customer data necessary to prove authenticity (name, address, last 4 card digits if available). Avoid sharing unnecessary PII beyond what the processor requests. If you must redact sensitive fields, note the redactions in your index and provide the raw unredacted file through secure means if the processor requests it.

Related Resources

• Chargeback reason codes hub — reference table and links to reason code resources.
• Shopify-specific chargeback defense solution — how to integrate Shopify with dispute workflows.
• Ecommerce chargeback management — broader ecommerce dispute handling strategies.
• How to prove delivery in chargeback disputes — techniques for delivery evidence that complement Shopify exports.
• What makes evidence compelling in chargebacks — principles for making your packet reviewer-friendly.
• Organize chargeback evidence to improve win rate — best practices for evidence organization and indexing.

Final CTA

If you want to automate exports, format evidence to processor expectations, and generate the one-page narrative that ties everything together, generate your first evidence packet now at /generate. Automate tedious steps like pulling Shopify order timelines, fetching carrier PODs, and producing indexed PDFs so you can spend more time on decisions, not file assembly.