What Evidence to Submit in a Shopify Dispute: The Order That Wins Cases in Canada

Knowing what evidence to submit in a Shopify dispute matters more than having a lot of it. A Hamilton skincare store has thirty-one possible exhibits for one C$220 dispute. It has the order, the tracking history, the signature image, forty emails, the full terms of service, four product photos, last year's order history, a chat transcript and a screenshot of the homepage. The form has room for a handful of files and a few megabytes. The owner spends two hours on the wrong question, "what do I have?", when the useful question is "what evidence to submit first, and what to leave out?" This guide answers that, and it shows what evidence to submit in a Shopify dispute for each reason. It covers the order Shopify suggests, a ranking test you can run in five minutes, the evidence that belongs with each dispute reason, how to shape the first page a reviewer sees and how to cut a pile of thirty-one items to the six that carry the case.

Quick answer: Shopify's suggested order for evidence is direct proof, acknowledgment, policy and context. Direct proof answers the customer's claim head on, such as a delivery record or a refund record. Acknowledgment shows the customer engaged, such as emails or tickets. Policy shows the terms in force. Context fills in the picture, such as the listing or prior orders. Put the strongest direct proof first, merge related items into one file per evidence slot, keep each file readable, and leave out anything that does not answer the claim.

This guide is for you if:

• You sell on Shopify in Canada with Shopify Payments and have more evidence than the form can hold.
• You are not sure what evidence to submit for a given dispute reason, or in what order.
• You want a repeatable way to choose, not a fresh debate for every case.

Last updated: 24 October 2026

Disclosure: ChargeFix publishes this guide and sells an app that helps with Shopify Payments disputes. The Shopify rules come from Shopify's Help Center, listed at the end. Where the guide offers its own suggestions, it says so. This guide is general information and not legal advice, and where a source does not say, this guide says so rather than guess.

TL;DR

• The order is direct proof, acknowledgment, policy, then context.
• Choose evidence by one test: does it answer the customer's claim, and who produced it?
• Third party and system records outrank your own statements.
• Leave out anything that does not answer the claim. A short file read in full beats a long one skimmed.
• Files are PDF, JPEG or PNG, 2 MB each and 4 MB combined, one per evidence type, and nothing can be added after the due date.

Do this today

1. Write the customer's claim in one sentence, or your best guess if the reason is General.
2. List every exhibit you have, one per line, without judging.
3. Mark each as direct proof, acknowledgment, policy or context.
4. Score each from 0 to 3 on the ranking test below.
5. Keep the highest scoring items and merge them into one file per evidence slot, strongest first.

What evidence to submit in a Shopify dispute: the process in one table

Step	What you do	Why
1. Read the dispute	Note reason, amount, order and due date	The window is typically 7 to 21 days
2. Write the claim	One sentence, or your best guess	Evidence is chosen against a claim
3. List exhibits	Everything you hold, without judging	You cannot rank what you have not listed
4. Classify	Direct proof, acknowledgment, policy or context	Shopify's suggested order
5. Score	0 to 3 on the ranking test	Cuts the pile objectively
6. Build	Strongest first, merged to one file per slot	One file per evidence type
7. File	Submit before the due date	Nothing can be added afterwards

What evidence to submit in a Shopify dispute first?

Direct proof goes first. Shopify's suggested order has four layers, and the first two carry most of the weight.

Layer	What it is	Examples	Weight
Direct proof	Evidence that answers the claim head on	Carrier delivery record, signature, refund record, door photo	Highest
Acknowledgment	Evidence that the customer engaged with you	Emails, chat, support tickets, replies	High
Policy	The terms in force at purchase	Shipping, return, cancellation or pricing policy, dated	Medium
Context	The wider picture	Listing at purchase, checkout screenshots, prior undisputed orders	Lower

The order is not a ritual, and it is the core of what evidence to submit for a Shopify dispute. It matches how a reviewer reads: they come with a claim, they look for the thing that answers it, then for signs the customer accepted the outcome, then for the rules, and last for background. If the first thing they open is a forty page terms of service, you have spent their best attention on the weakest layer.

Why does direct proof come first when you decide what evidence to submit in a Shopify dispute?

Because a policy says what should have happened and direct proof says what did. A shipping policy promising delivery in five days does not show that the parcel arrived. A carrier record showing delivery to the shipping address on day four does. Policy supports direct proof. It rarely replaces it, which is why our return policy guide tells you to pair the policy with the refund and return records.

How do you choose what evidence to submit in a Shopify dispute? The ranking test

Two questions settle what evidence to submit on a Shopify dispute: an item earns a place or it does not. First, does it answer the claim? Second, who produced it? Score each item on both and add the results.

Question	0	1	2	3
Does it answer the claim?	Not at all	Background only	Partly	Directly
Who produced it?	Your own statement	Your own record, undated	Your own record, dated	A third party or a system

Ranking sheet (adapt to your case)

Claim: [one sentence]

Item                              Answers claim   Source     Total
Carrier delivery record + sig.         3             3         6
Photo at the door                      3             3         6
Customer email "thanks"                3             2         5
Shipping policy, dated PDF             2             2         4
Itemized receipt                       2             3         5
Listing screenshot, dated              1             2         3
Forty-email thread (routine)           1             2         3
Full terms of service                  0             2         2
Homepage screenshot                    0             1         1
Order history, last year               1             3         4

Keep items totalling 4 or more. Merge by evidence slot. Lead with 6.

The scores are a tool, not a law. Their value is that they force you to say why an item is in the file. An item that scores 2 or less is usually noise, and noise has a cost: it takes space, and it takes a reviewer's attention.

How do you rank evidence to submit in a Shopify dispute when it is your own record?

Date it. A screenshot of your admin with no date scores low. The same screenshot with the date and time visible scores higher. Shopify Payments includes some evidence by itself where available, such as product details, customer name and email, billing and shipping addresses, IP address, fulfilment and tracking details, refunds, prior undisputed orders and policies depending on the dispute type, and those items score high because a system produced them.

What evidence to submit in a Shopify dispute for each reason?

What evidence to submit with a Shopify dispute differs by reason. The table below combines what Shopify's lists say with our own suggestions, and marks which is which.

Reason	Direct proof	Acknowledgment	Policy	Context	Basis
Product not received	Carrier delivery record, signature, door photo	Customer emails about delivery	Shipping policy (Shopify Payments may include it automatically)	Order timeline	Shopify includes the policy; the rest is our suggestion
Fraudulent	Matching addresses, IP, prior orders	Messages from the buyer	Dated terms	Delivery history	Shopify Payments includes the data; the rest is our suggestion
Credit not processed	Refund transaction record, bank or processor statement	Customer communications	Refund policy	Return tracking	Shopify's list
Product unacceptable	Pre-shipment photos with serial numbers, quality control records	Customer communications, support tickets	Return policy and process	Listing at purchase, order and fulfilment records	Shopify's list
Subscription canceled	Cancellation records	Customer emails	Cancellation policy	Billing history	Shopify names the policy; the rest is our suggestion
Duplicate	Two separate order records	Customer messages	Terms	Payment events	Our suggestion
General	Itemized receipt, checkout confirmation	Customer communications	Pricing policy	Exchange rate documentation, system logs	Shopify's list

Each reason has its own guide on this site with the details: product not received, fraudulent, credit not processed, product unacceptable, subscription, duplicate and General. Start from the reason, then use the ranking test to cut.

What evidence to submit in a Shopify dispute when the claim is unclear?

Write down your best guess and say it is a guess. Read the order for signals: the amount, the currency, the charge name, the delivery status and any messages. Then build the file around the most likely claim, with the receipt and checkout record as a base. Our General reason guide shows how.

Signal	Likely claim	Lead with
Delivered, no messages	Not received, or an unrecognized charge	Delivery record, then receipt and charge name
Messages complaining	The claim in their words	The reply that answers it
Order in a different currency	A conversion surprise	Checkout record and receipt
Refund or return in the timeline	Credit not processed	Refund record, return tracking
Cancelled in the timeline	Cancelled order	Cancellation record and emails

What evidence to submit in a Shopify dispute should you leave out?

Whatever fails to address the claim, and anything that contradicts you without a reason. A long file is not a strong file. Three habits help.

Habit	Why
Leave out routine emails	Order confirmations and shipping notices dilute the thread
Leave out full terms of service	Quote the relevant clause on one page
Leave out screenshots with no date	They carry little weight
Leave out duplicate proof	One delivery record is enough
Skip whatever you would not read yourself	A reviewer will not either

One more point: do not hide bad facts. If the customer has a fair point and your record shows it, do not attach a file that implies otherwise. A reviewer who spots a gap stops trusting the rest. Say plainly what you do not have.

How should the first page of your response look?

The first page is the reviewer's whole first impression of what evidence to submit in a Shopify dispute. It must say what happened, state your answer to the claim and point to the strongest files. Keep it to a page.

First page of the response (adapt to your case)

Order #[number], C$[amount], placed [date].
Customer's claim: [one sentence, or "we believe the claim concerns [x]"].
Our answer: [one sentence].

Strongest proof first:
1. [Direct proof]: [what it shows, with date and time] (file 1)
2. [Direct proof or acknowledgment]: [what it shows] (file 2)
3. [Policy]: [version and date] (file 3)
4. [Context]: [what it adds] (file 4)

Everything above is attached. We have no other records that bear on
this order.

Do	Do not
Put the dates and times in the first lines	Bury them in an attachment
Name the file next to each claim	Write "see attached" without saying which
Quote the customer's words	Paraphrase them
Say what you do not have	Imply proof you lack
Stay neutral	Accuse the customer of lying

How do you fit what evidence to submit in a Shopify dispute into one file per slot?

The form gives you one file per evidence type, so ranking continues inside each file. Put the highest scoring item on the first page. Our file size guide covers the merging and shrinking steps.

Slot	Page 1	Pages 2 and on
Shipping	Carrier delivery record with signature	Tracking history, photo
Communication	The customer message that answers the claim	Rest of the thread, oldest first
Policy	The relevant clause, highlighted or boxed	The rest of the policy, if any
Receipt	Itemized receipt	Order timeline

The formats allowed exclude links, audio and video. Test every file on day three.

What does a worked example of what evidence to submit in a Shopify dispute look like in C$?

Return to the Hamilton skincare order, C$220.00, with a "never received" dispute. Thirty-one possible exhibits. Here is how the test cuts them to six.

Slot	Kept	Page 1	Score	Left out
Shipping	Carrier record with signature, door photo	Carrier record	6	Duplicate tracking pages
Communication	The customer's thank you email, the reply to their question	The thank you email	5	Thirty-eight routine emails
Policy	Shipping policy, dated	The delivery clause	4	Full terms of service
Receipt	Itemized receipt	Receipt	5	Homepage screenshot
Context	Prior undisputed orders, same address	Order list	4	Last year's marketing emails
Timeline	Order timeline showing shipped and delivered	Timeline	4	Admin screenshots with no dates

Value of cutting well (illustrative figures)

Amount at stake                  = 220 + 15 fee = C$235.00
Chance of winning, focused file  = c1 = 0.55 (illustrative)
Chance, thirty-one items dumped  = c2 = 0.35 (illustrative)

Extra expected recovery = (0.55 minus 0.35) x 235 = C$47.00
Time to rank and cut = 30 minutes, call it C$15

Net gain from ranking = 47 minus 15 = about C$32

The win chances are illustrative, and we found no published Canadian figures. The point is directional: a focused file is easier to read, so it is more likely to be read in full. The exercise also takes less time than assembling thirty-one files.

What evidence to submit in a Shopify dispute for three common cases: worked rankings

The ranking test is easier to trust once you have seen it run. Here are three cases, each scored the same way. The scores are our own judgment calls, not Shopify's.

Case	Claim	Top item (score)	Second item (score)	Weakest kept item (score)	Dropped
Parcel to Calgary, C$140	Not received	Carrier record with signature (6)	Door photo (6)	Shipping policy (4)	Marketing emails (1)
Order from Halifax, C$95	Fraudulent	Matching billing and shipping address data (6)	Prior undisputed orders, same email (5)	Delivery record (5)	Forum posts about the buyer (0)
Return to Winnipeg, C$180	Credit not processed	Refund transaction record (6)	Return tracking (5)	Refund policy (4)	Unrelated chat history (1)

Case 2: fraudulent claim, C$95 (adapt to your case)

Claim: the cardholder says they did not place order #[number].

Direct proof:
  - Billing address and shipping address match (system data)
  - Same email and address on two earlier undisputed orders
  - Delivered to that address, carrier record attached

Acknowledgment:
  - None. The buyer did not write to us. State this plainly.

Policy:
  - Terms accepted at checkout, dated version

Context:
  - Order timeline, one page

Notice the honest line about acknowledgment. When a layer is empty, say so. A reviewer reads an empty layer that you admit as candour, and the same layer padded with filler as a gap.

What evidence to submit in a Shopify dispute when the file is thin?

Keep what you have, rank it and label the gaps. What evidence to submit in a Shopify dispute is still worth deciding when the file is thin, since a thin file is not a reason to skip filing, because Shopify Payments sends a response on the due date with the data it holds anyway. Your file is the only place a narrative and outside records can appear. Three moves help.

Move	Why it helps
Lead with your single best item	The reviewer sees strength first
Keep the narrative to one page	Short is easier to read in full
Name what you do not have	Avoids the look of hiding something
Ask the carrier or customer for a record now	A third party item raises the whole file

How do you describe each exhibit so the reviewer knows why it is there?

Give every file a one line label that states what it proves. Without a label, the reviewer must work out the purpose, and they may not. The label belongs on the first page and in the file name.

Exhibit labels (adapt to your case)

File 1  Carrier delivery record: proves delivery on [date], [time], to the
        shipping address, signed by [name].
File 2  Customer email of [date]: proves the customer confirmed receipt.
File 3  Shipping policy, version dated [date]: proves the terms at purchase.
File 4  Itemized receipt: proves the charge, amount and items.
File 5  Order timeline: proves the sequence of events.

Label quality	Example	Verdict
Strong	"Proves delivery on 3 Oct at 14:12, signed"	States the fact and the date
Weak	"Shipping stuff"	Says nothing
Risky	"Proves the customer is lying"	Accuses; keep neutral

What evidence to submit in a Shopify dispute: a final audit before you file

Before you settle what evidence to submit for a Shopify dispute, run this check on day five, after you have built the files and before you press submit. It takes ten minutes and catches most avoidable losses.

Check	Pass when
Claim sentence	Written, and every file answers it
Order	Direct proof is first, then acknowledgment, policy, context
First page	Dates, times and the strongest proof are visible without scrolling
Labels	Every file has a one line label
Honesty	No file implies something your records do not show
Limits	PDF, JPEG or PNG, 2 MB each, 4 MB together
Readability	Text is legible at 100% zoom on a phone
Dates	Every dated item shows its date
Due date	You are filing at least a day early

How do you learn from each decision about what evidence to submit?

After a decision, note the reason, the outcome and which item you led with. Over ten cases a pattern shows. Shopify says decisions are final with no appeals, so the lesson goes into the next case, not the closed one.

Field	Example
Reason	Product not received
Led with	Carrier record with signature
Outcome	Won
What I would change	Request the door photo earlier
Time spent	40 minutes

If the outcome surprises you, review what evidence to submit in a Shopify dispute of that type, then, for a case you thought was strong, check whether the lead item was a third party record. If it was your own statement, that is the usual weakness, and the fix is to gather an outside record earlier next time.

Should you decide what evidence to submit in a Shopify dispute, or accept?

Decide what evidence to submit with a Shopify dispute from what the ranking shows, not from how the dispute feels.

Situation	Move	Why
Several items score 5 or 6	File	You hold direct proof
Best item scores 3 or 4	File, and be honest about gaps	A thin file still beats a data only response
Best item scores 2 or less	Consider accepting, or a refund if still an inquiry	The fee is lost on a defeat
You owe the customer	Refund while it is an inquiry	A full refund ends an inquiry
Chargeback is open	File or accept; no refund is possible	Shopify does not allow one

If you file nothing, Shopify Payments still sends a response on the due date with the data it holds. Our auto submit guide shows what that contains, which helps you see what you add.

How does ChargeFix help with what evidence to submit in a Shopify dispute?

Deciding what evidence to submit for a Shopify dispute is a records problem. The proof sits in the order, the tracking, the refund history, the inbox and the carrier account. ChargeFix is built for Shopify Payments disputes.

1. Dispute fetched. ChargeFix fetches the chargeback when it opens, so the reason, amount and due date are on one list.
2. Records read. It reads the order, addresses, fulfilment and tracking data and the refund history.
3. Evidence scored. It flags what is present and what is missing, and gives a plain verdict: worth fighting, improve the evidence first or weak evidence.
4. Letter from facts. The response is drafted only from verified facts, so it will not claim a delivery, a message or a policy your records do not show.
5. Your choice of mode. ChargeFix prepares each response in Manual mode, which is the default. You review and file it, or let Auto mode handle them. Auto mode is on Starter plans and above, off until you turn it on and confirm.

ChargeFix handles Shopify Payments disputes only. It cannot promise a win, because the card company decides, and it cannot supply records you do not hold. It stores minimal data: case ID, amount, reason, status, dates and shop settings. The free plan includes 2 filings a month, and every paid plan starts with a 14 day free trial.

What does a dated plan for what evidence to submit in a Shopify dispute look like?

Day	What you do	Done when
Day 0	Read the dispute. Write the due date, amount and claim	The claim is one sentence
Day 1	List every exhibit; classify each	The list exists
Day 2	Request missing third party records, such as the carrier photo	Requests sent
Day 3	Score the list; choose the keepers; test file sizes	Keepers chosen and within limits
Day 4	Write the first page; order each file strongest first	Every claim points to a file
Day 5	File	Confirmation in admin
Day 6 and 7	Spare days	Nothing outstanding
Up to 75 days later	Decision arrives	Note what mattered

Shopify's chargeback page gives a typical 7 to 21 days, and we found no extension process. Our deadline guide covers the clock.

What is different about what evidence to submit in a Shopify dispute in Canada?

Topic	What applies in Canada	What to do
Fee	C$15 or US$15 by payout currency, returned only on a win	Cost each case in your payout currency
Response window	Typically 7 to 21 days	Plan for the shortest
Delivery proof	Canada Post confirmation online for 45 days after delivery	Download it on day one
Language	Quebec buyers may write in French	Keep the original and add a short English note
Currency	Many Canadian stores sell in CAD and USD	Show the order currency on the receipt
Shopify Protect	US stores only	It does not cover Canadian stores
Complaints	Shopify Payments (Canada) acknowledges within 5 business days, decides in writing within 45 days	Raise a complaint with your processor first

Canada Post. Delivery confirmation is a third party record and scores high, but it expires. Our Canada Post proof of delivery guide shows what to capture.

French. If a Quebec buyer writes in French, the message still ranks as acknowledgment. Keep the original and add a one line English summary. Our Quebec customers guide covers the language rules we found.

Where to complain. Shopify Payments (Canada) acknowledges a complaint within 5 business days and gives a final written decision within 45 days. The Financial Consumer Agency of Canada supervises the Code of Conduct for the Credit and Debit Card Industry in Canada but does not decide individual disputes. A complaint does not move a due date.

What are the 10 mistakes to avoid when deciding what evidence to submit in a Shopify dispute?

1. Starting with the policy. Direct proof goes first.
2. Attaching everything. A long file is not a strong file.
3. Leading with your own statement. Third party and system records outrank it.
4. Using undated screenshots. They carry little weight.
5. Submitting the full terms of service. Quote the clause that matters.
6. Hiding a fair point. A reviewer who finds a gap stops trusting the rest.
7. Skipping the claim sentence. You cannot rank without a claim.
8. Sending several files for one slot. Merge into one file per type.
9. Refunding after a chargeback begins. Shopify does not allow it.
10. Filing on the last day. A rejected upload leaves no room to fix it.

Frequently asked questions

What evidence should I submit in a Shopify dispute?

Start with direct proof that answers the customer's claim, then acknowledgment, policy and context, which is Shopify's suggested order. The right items depend on the dispute reason. Rank each exhibit on whether it answers the claim and who produced it, and keep the highest scoring items.

In what order should I submit evidence?

Direct proof first, such as a carrier delivery record or a refund record. Then acknowledgment such as customer emails, then policy, then context such as the listing or prior orders. Inside each file, put the strongest item on the first page so the reviewer sees it before they scroll.

How much is too much when deciding what evidence to submit in a Shopify dispute?

Any exhibit that fails to address the claim is too much. The form caps files at 2 MB each and 4 MB combined, one per evidence type, but length matters before size does. A short file read in full is stronger than a long one skimmed.

Does a policy count as evidence to submit in a Shopify dispute?

Yes. Shopify lists policies for several reasons, such as a refund policy for credit not processed and a return policy for product unacceptable. A dated policy helps most when paired with direct proof, because it shows the rules while the proof shows what happened.

What evidence to submit in a Shopify dispute if I do not know the claim?

Write your best guess about what evidence to submit in a Shopify dispute and say it is a guess. Read the order for signals such as the amount, currency, charge name and delivery status, and build around the likely claim with the receipt and checkout record as a base. Our General reason guide shows the method.

Should customer emails be part of what evidence to submit in a Shopify dispute?

Yes, if they answer the claim or show the customer engaged. Include the message that helps, in the original language, and leave out routine order confirmations. Save the thread as one PDF with the strongest message first and check that it fits the size limits.

What happens if I do not submit anything?

On the due date, Shopify Payments sends a response with the data it holds even if you filed nothing, and after that no evidence can be added. That response has no narrative and none of the records outside Shopify, so a focused file usually adds a lot.

Can I add evidence after the due date?

No. Shopify says nothing can be submitted once the due date passes. If the status shows Lost or Under review and looks wrong, contact Shopify Support with the dispute number. We found nothing saying Support can reopen the evidence form.

Is deciding what evidence to submit in a Shopify dispute worth it on a small order?

Compare the amount plus the C$15 fee with the chance your file improves and your time. If your best item scores 5 or 6 on the ranking test, an hour of work often pays above about C$50. If your best item scores 2 or less, accepting may cost less.

How does ChargeFix help with what evidence to submit in a Shopify dispute?

ChargeFix reads your order, tracking and refund data, flags missing proof and drafts the letter from verified facts, so you see what you hold before you choose. It cannot supply records you lack or promise a win. In Manual mode, the default, you review and file each response.

Start free trial with ChargeFix

You now have the four layer order, a ranking test, a reason by reason table, a first page template and a dated plan for deciding what evidence to submit. What most stores lack is the time to list, score and cut thirty exhibits before a deadline. ChargeFix reads your Shopify order data, shows what is missing, writes the letter from verified facts and leaves the filing to you in Manual mode, with Auto mode there for the cases your own rules cover.

The free plan includes 2 filings every month, and every paid plan starts with a 14 day free trial. There is no cut of what you win, and no contract.

Ready to settle what evidence to submit in a Shopify dispute, every time, in Canada? Start free trial

Sources

• Shopify Help Center, "Responding to chargebacks and inquiries"
• Shopify Help Center, "Resolving a chargeback or inquiry"
• Shopify Payments (Canada), "Code of Conduct complaint handling"
• ChargeFix, "chargefix.pro"
• Stripe, Dispute evidence best practices: further reading on how to format convincing evidence
• Adyen, Manage disputes: further reading on how another payment provider handles disputes