Write down the claim first
Start with the processor’s reason and any available cardholder statement. Put the core allegation into a sentence your team can agree on. A packet that proves a package shipped does little for a claim about a subscription renewed after cancellation. Use the case category to decide which facts matter.
Build a short transaction timeline
Start with the purchase date, amount and order reference. Add the events that address the allegation, such as delivery, cancellation, refund, account access or relevant support contact. Use clear dates and time zones when timing matters. Label each document and reference it beside the fact it supports.
For a non-delivery claim, show the shipping address, tracking reference and delivery event where available. For canceled recurring billing, include the terms shown at signup, records of the cancellation request or absence of one in the relevant channel, and the billing timeline. For a duplicate charge, reconcile the payment IDs against their order records and any reversals.
Make evidence readable and relevant
Provide the policy version shown at purchase when you rely on that policy. Use readable screenshots or exports that preserve the relevant context. Redact unrelated personal data, full card details and secrets. Follow your processor’s formats and limits. Never create a record to fill a gap in the evidence.
Give a second reviewer three checks: does the packet match the payment and the claim, does every assertion have support, and can the files be opened and read? Submit through the approved channel, then record the confirmation and next review date.
Example: a package marked delivered
The shipping team supplies a tracking page with a delivery timestamp. Pair it with the order’s delivery address and matching tracking ID. If the scan only shows a city or postal code, disclose what it establishes and check for stronger carrier confirmation. Keep any relevant customer exchange that changes how the delivery should be interpreted.