How to Document an Online Purchase Dispute or Refund Request

Whether an item arrived broken, never arrived at all, or was nothing like the listing described, your ability to get a refund depends almost entirely on the evidence you collect — and on collecting it before key deadlines expire. This guide explains what to capture, when, and how to build a file that supports your case at every stage.

Act fast: deadlines close sooner than you expect

Chargeback windows at most card networks are 60 to 120 days from the transaction date — not from delivery. Platform dispute windows (eBay, Amazon, Etsy, and similar) are often 30 days from estimated delivery. If you are past the platform window, a card chargeback may still be open. Check both timelines before you do anything else.

Screenshot the original listing immediately

The product listing as it appeared when you bought is critical evidence in a "not as described" dispute. Sellers sometimes edit or remove listings after a complaint is raised.

• Screenshot the full listing page, including the title, all photos, the description, dimensions, materials, and any stated return policy.
• Archive the URL using a web archiving service if the listing is still live — this timestamps the content independently.
• Screenshot any "100% authentic," "brand new," or specific quality claims that were part of your decision to buy.

Photograph what you actually received

Do this before opening the packaging fully if the item appears damaged in transit — photograph the box exterior first, then each layer as you unpack. This establishes whether damage occurred during shipping or was pre-existing.

• Photograph the item next to the listing photo for a clear before/after comparison.
• For wrong items: photograph the incorrect item alongside the packing slip showing what was supposed to be inside.
• For missing items: photograph the package contents showing the item is absent, with the packing slip visible.
• For defective items: a short video often shows the defect better than photos — a screen glitch, a mechanism that does not work, a zipper that fails.

Preserve all order and payment records

• Order confirmation email with the purchase date, item description, and price paid.
• Shipping and delivery notifications — especially any that confirm delivery to your address.
• Packing slip from inside the package.
• Bank or card statement showing the charge. Highlight the relevant line.
• Any promotional or discount terms that affected the purchase, if relevant to the dispute.

Save every communication with the seller

Platform disputes and chargebacks both ask whether you first attempted to resolve the issue directly. Document your contact attempts carefully:

• Screenshot or export all messages through the platform's messaging system.
• If you emailed, keep the full thread including delivery headers if possible.
• Note dates and times of every contact attempt, and the seller's response (or non-response) with dates.
• If a seller promised a replacement or refund in writing, save that promise specifically.

Common reasons disputes fail

• The listing screenshot is missing — without it, "not as described" is harder to prove.
• The buyer accepted a partial refund or replacement offer in writing, then raised a chargeback — platforms and banks view this as settled.
• No photos were taken before the item was discarded or returned — evidence of the defect no longer exists.
• The chargeback was filed after the window closed.
• Proof of payment is missing — a bank statement line is enough, but something must link the card to the transaction.

Organize the file in chronological order

1. Transaction date: order confirmation, payment record, listing screenshot.
2. Delivery: shipping notifications, delivery confirmation, unboxing photos.
3. Your contact attempts: messages and emails to the seller, in order.
4. Seller responses (or silence): dated screenshots of non-response if applicable.
5. Platform dispute filed: confirmation number, dates, any ruling or response.
6. Chargeback filed (if applicable): bank or card issuer reference number.

A clear timeline lets anyone reviewing your case understand exactly what happened without having to ask follow-up questions.