Chargeback Evidence Packet

Merchant: BrightTrail Goods (fictional) · Processor dispute: Product not received · Order: #1047 · Amount disputed: $84.00 · Response prepared: Sample packet

1. Case summary

Customer “Maya R.” (fictional) ordered two Trail Runner Mugs on March 3. The order was fulfilled March 4 and the carrier recorded delivery at the customer’s address on March 7 at 11:42 a.m. (Exhibit A). The customer contacted the store March 10 stating the package had not arrived; the store offered a no-cost replacement the same day (Exhibit C). A chargeback was filed March 18 claiming the product was not received. This packet asks the reviewer to weigh the carrier’s address-level delivery confirmation and the merchant’s documented good-faith resolution offer.

2. Rebuttal letter (draft for merchant review)

Dear Reviewer,

We respectfully dispute this chargeback. As shown in Exhibit A, the carrier delivered Order #1047 to the address provided at checkout on March 7 at 11:42 a.m., three days before the customer first contacted us. When the customer wrote on March 10, we responded the same day and offered a free replacement or refund if the package could not be located (Exhibit C) — an offer that remains open.

We ask that the delivery confirmation, order record (Exhibit B), and our documented resolution attempt be considered before a final determination. We value this customer and acted promptly and in good faith at every step.

— BrightTrail Goods (fictional merchant)

3. Timeline

Date	Event	Evidence
Mar 3	Order #1047 placed, $84.00, 2× Trail Runner Mug	Exhibit B
Mar 4	Order fulfilled; tracking number issued	Exhibit B
Mar 7, 11:42 a.m.	Carrier delivery scan at customer’s address	Exhibit A
Mar 10	Customer email: “package not arrived”; store replies same day offering replacement	Exhibit C
Mar 18	Chargeback filed: product not received	Processor notice

4. Evidence index

Exhibit	Document	What it is intended to show
A	Carrier tracking page (fictional placeholder)	Delivery at buyer’s address, Mar 7, 11:42 a.m.
B	Order confirmation & fulfillment record	What was bought, where it was shipped, when it shipped
C	Customer email thread (fictional)	Merchant responded same day and offered replacement/refund
D	Store shipping & refund policy page	Terms presented to the customer at checkout

5. Exhibits

Exhibit A — Carrier delivery confirmation. [Fictional placeholder: tracking timeline showing “Delivered — Mar 7, 11:42 a.m. — front door, address on file.”]

Exhibit B — Order #1047 confirmation. [Fictional placeholder: 2× Trail Runner Mug, $84.00, ship-to address matching carrier record.]

Exhibit C — Customer message thread. [Fictional placeholder: Mar 10 customer note and same-day merchant reply offering replacement.]

Exhibit D — Policy page. [Fictional placeholder: shipping and lost-package policy as shown at checkout.]

Review checklist for the merchant: ☐ Names/dates match your records ☐ Tracking number correct ☐ No customer private data you don’t intend to share ☐ Tone is factual, not argumentative ☐ Submitted before the deadline in your processor dashboard.

Sample generated as an AI draft with Parry. AI draft — you review before submitting. This sample is fictional and does not describe a real customer, order, dispute, or outcome. It is not legal or financial advice.