Put the disputed transaction and relevant events in date order with a source for each entry.
Check the case
- Record the purchase and agreed terms.
- Add fulfillment or service events.
- Include support, cancellation and refund events.
- Mark the source, time zone and any uncertain timestamp.
Keep an event’s recorded time separate from an estimated date. Do not reorder facts to make the merchant’s account appear stronger.
Prepare the source record
Use the evidence checklist and submission workflow. For writing, see the response guide.