Refund evidence guide
How to organize evidence for a refund request
Give the reviewer one calm path through the transaction, the problem, your prior contact, and the outcome you are requesting.
Start with four anchors: what you bought, what went wrong, what you already tried, and what outcome you are requesting. Attach only the records needed to verify those points, order them by date, and keep a copy of exactly what you submit.
This is an organization method, not legal or financial advice. Follow the merchant, marketplace, payment provider, bank, or adviser’s current instructions, forms, file limits, and deadlines. A well-organized packet does not guarantee a refund or any other outcome.
Define one transaction and one requested outcome
Write a neutral one-sentence summary before collecting files. Identify the order or transaction, the date and amount, the issue you are documenting, and the outcome you want the recipient to review.
Keep separate purchases or unrelated problems in separate packets. This makes the request easier to understand and reduces the chance that an important record is buried.
Preserve the original records
Keep untouched copies of the receipt, order confirmation, invoice, full screenshots, photos, email files, and exported conversations. If you crop, annotate, rename, or redact a copy for presentation, do not overwrite the original.
Record where each item came from and when you saved it. If the date or source is not visible, label it as unknown instead of filling the gap from memory.
Collect the smallest useful evidence set
Choose records that support the four anchors. More files are not automatically more persuasive; repeated screenshots and unrelated details make the reviewer work harder.
- Transaction record
Receipt, order confirmation, invoice, or payment record. - Issue record
Relevant photos, screenshots, tracking information, error messages, or service records. - Prior contact
Email, chat, ticket numbers, promised next steps, and responses. - Relevant instructions
The policy or submission instructions you actually relied on, with its source and access date.
Build a factual timeline
Put the key events in date order. Each entry should state what happened and point to the record that supports it. Keep the wording observable: distinguish what a receipt, photo, or message shows from your interpretation.
This fictional example shows structure only. Use the dates and neutral descriptions shown by your own records.
Create a one-page evidence index
Give each record a stable ID. Use the same ID in the timeline, the index, and the attached pages so the reviewer can find a source without guessing.
| ID | Date | Record | Why included |
|---|---|---|---|
| R-01 | Jun 3 | Order confirmation | Transaction, item, amount |
| R-02 | Jun 6 | Opening photos | Condition on arrival |
| R-03 | Jun 7 | Support chat | Issue reported and response |
| R-04 | Jun 12 | Follow-up email | Ticket and requested outcome |
Review privacy, relevance, and context
Inspect every page for full card or bank numbers, account credentials, addresses, health details, information about other people, or anything unrelated to the request. Redact only a working copy and preserve the original separately.
Check that screenshots include enough surrounding context to identify the conversation and sequence. Remove exact duplicates, but do not crop away dates, names, totals, or nearby messages when those details are needed to understand the record.
Verify the submitted version and retain a copy
Open the finished packet and read it from start to finish. Confirm the summary matches the attached records, every index entry exists, dates and amounts are consistent, pages are legible, and redactions cover the intended information.
Submit it only through the recipient’s accepted channel. Save the exact version you sent, the submission date, and any receipt, confirmation number, or response you receive.
Print or save
Refund evidence checklist
- One transaction is clearly identified
- The requested outcome is stated plainly
- Original records are preserved separately
- Receipt or order record is included
- Issue-specific record is included
- Prior contact and responses are included
- Events are ordered by date
- Every timeline item points to a source ID
- Duplicates and unrelated details are removed
- Private information has been reviewed
- Recipient file rules and deadlines were checked
- The sent version and confirmation are retained
Collect → arrange → export
Build the packet privately on iPhone
Proofloom brings receipts, screenshots, photos, messages, and PDFs into one case. You review on-device text suggestions, arrange a source-linked chronology and exhibits, then generate a PDF with an index and source register.
Proofloom organizes the records you choose. It does not contact the merchant, submit a dispute, determine fraud, interpret a policy or law, or predict the outcome.
Process references
This guide’s recordkeeping principles are consistent with public guidance to retain copies, dates, conversation notes, and proof of sending, and with platform guidance to keep submitted documentation factual, clear, concise, and specific to the issue.
- Consumer Financial Protection Bureau: keeping dispute records
- Square: preparing clear, issue-specific documentation
These references illustrate recordkeeping and document-preparation practices. They do not replace the instructions for your particular refund channel.