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Merchant CasefileEvidence systems for online sellers.

Resources

Educational guides for clearer evidence

Short, practical guides on organizing the records you already keep. No claims, no jargon — just useful structure.

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Guides

Read before your next dispute

Each guide is a quick read focused on one part of building a clear case file.

Guide
5 min read

What belongs in a dispute-ready case file

A plain-language overview of the record types most merchants already have — and how to group them.

  • Order records: confirmation, invoice, items, amounts, and dates.
  • Delivery records: tracking history, carrier scans, and proof of delivery.
  • Policy records: the shipping and returns terms in effect at purchase.
  • Communication records: genuine messages exchanged with the customer.
  • An index page that lists every document so nothing is missed.
Guide
4 min read

How to organize a clear shipping timeline

Turning scattered tracking events into one readable chronological view.

  • List every milestone in order: label created, picked up, in transit, delivered.
  • Keep timestamps and locations exactly as the carrier reported them.
  • Note international handover points and customs steps where they apply.
  • Avoid editing or rounding times — present records as they actually are.
Guide
4 min read

Writing a clear, neutral evidence cover letter

A short, factual summary helps a reviewer understand your records quickly.

  • State the order number, date, and what was purchased.
  • Summarize what the records show in calm, factual language.
  • Reference each attached document by its index number.
  • Avoid emotional language, speculation, or claims you cannot support.
Guide
5 min read

Record-keeping habits for international delivery

Small, consistent habits that make future disputes far easier to organize.

  • Save carrier tracking pages as soon as key milestones occur.
  • Keep a copy of the shipping policy version shown at checkout.
  • Log customer messages with their dates as they happen.
  • Use a consistent folder and file naming system from day one.

Free resource

Free Delivery Dispute Checklist

A one-page checklist of the genuine records worth gathering before you respond to a delivery dispute.

  • Order confirmation and invoice saved
  • Full tracking history exported
  • Carrier proof-of-delivery or final scan captured
  • Shipping policy version at time of order noted
  • Customer communications logged with dates
  • Product listing as shown at purchase documented
  • Evidence index page completed
  • Records named with a consistent system

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Honest-by-design

Merchant Casefile provides organizational tools and educational resources. It does not provide legal, financial, banking, or payment-processor advice, and does not guarantee dispute outcomes.