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Delivery Dispute Checklist

26 genuine records worth gathering before you respond.

merchantcasefile.com

Tick items as you gather them, then use Print / Save as PDF to keep a copy.

01Order records

Confirm what was bought, by whom, and on what terms.

Order confirmation with order number and date
Itemized invoice showing products, quantities, and amounts
Customer name and the email or account used to order
Billing and shipping addresses as entered at checkout
Any order notes or special instructions from the buyer

02Delivery & tracking records

Capture the full journey from label to final scan.

Carrier and tracking number for each shipment
Full tracking history exported (every scan, with timestamps)
Proof of delivery or the final carrier status
International handover points and customs steps, where they apply
Delivery address confirmed against the order address

03Policy records

Show the terms that were in effect when the order was placed.

Shipping policy version shown at the time of the order
Returns and refunds policy in effect at purchase
Estimated delivery windows as displayed to the customer
Where and when the customer accepted these terms

04Communication records

Keep a clear, chronological log of genuine messages.

Every customer message, in date order, with full content
Your responses and any resolutions you offered
Notifications the customer received (shipping, delays, delivery)
Notes on phone or chat contact, with dates

05Listing & product records

Document how the item was presented when it was bought.

Product listing as shown at the time of purchase
Product description, photos, and stated specifications
Any disclaimers or shipping notes on the listing

06Assemble the case file

Bring everything into one clear, consistent package.

Number every document and list it on an evidence index page
Order records chronologically, from purchase to delivery
Write a short, neutral cover summary of what the records show
Use a consistent file and folder naming system
Review for legibility and completeness before you submit

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.

© 2026 Merchant Casefile. For your own business use.

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Merchant Casefile

Evidence systems for online sellers. Organize genuine order, delivery, policy, and communication records into clear, dispute-ready case files.

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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.

© 2026 Merchant Casefile. All rights reserved.

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