Customer communication is powerful dispute evidence. It shows the bank that you engaged with your customer in good faith — and can make a significant difference in winning a chargeback.
What counts as customer communication?
Email exchanges with the customer (confirmation, delivery, support)
Chat or messaging conversations
Screenshots showing the customer received, used, or was satisfied with their order
Phone call transcripts
Tip: Many customers dispute charges without reaching out first. If a chargeback comes in with no prior contact, reach out to the customer right away — their response could strengthen your case.
Uploading Files Manually
If you're adding files manually, keep these requirements in mind:
Formats: PDF, JPEG, JPG, or PNG
Max file size: 1MB per file
Max files: Up to 5
Visit How to Upload Evidence for Disputes for detailed instructions.
📝Note: Automatic Email & Support Integration Chargeflow integrates with Gmail, Gorgias, and Zendesk to automatically pull relevant text-based customer conversations into dispute evidence. No manual digging required. Learn how to connect them here.
💡 Pro Tip: When uploading image-based evidence, make sure the file is clear and easy to read. Crop out any unnecessary areas so the relevant information is front and center — blurry or cluttered images may be harder for reviewers to interpret and could weaken your case.