When you respond to a chargeback, you're not arguing with the customer — you're presenting evidence to the bank. Here's what they actually care about.

Tier 1: Essential evidence (always include)

Tracking number with delivery confirmation
Order confirmation showing customer placed the order
Proof customer accepted your policies at checkout
Transaction receipt from payment processor

Tier 2: Strong supporting evidence

Signature confirmation from carrier
IP address and device data from order
Customer communication (emails, chat logs)
Previous successful orders from same customer

Tier 3: Helpful but not decisive

Photos of the packed order, internal fulfilment notes, or customer reviews. These help build context but won't win the case alone.

What banks ignore

Long emotional explanations, accusations of fraud, or claims about your business reputation. Stick to facts: what was ordered, when it shipped, when it was delivered, and proof the customer agreed to your terms.

Format matters

Present evidence in a clear, organised way. Use headings, bullet points, and attach documents as PDFs. Banks review hundreds of disputes daily — make yours easy to understand.

Key takeaway

Strong tracking + delivery proof + policy acceptance = highest win rate. Everything else is secondary. Focus your effort on those three elements.