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Shopify Chargeback Evidence Timeline Template

Use this timeline before responding to chargebacks, suspicious orders, payout holds, reserve reviews, or bank reconciliation gaps. It keeps order facts, customer communication, fulfillment proof, processor decisions, and payout math in one evidence trail.

Create payout timelineView reserve evidence pack

Evidence groups

Capture each group before merging screenshots into one story. The timeline should make it clear what happened, when it happened, and which system produced the evidence.

Order and risk evidence
  • Order IDs, order dates, order values, payment method, capture mode, risk level, fraud analysis, and customer account signals.
  • Billing/shipping mismatch, IP country, velocity, repeated cards, low-value test orders, discount abuse, or unusual SKU patterns.
  • Manual capture decisions, cancellation decisions, refund decisions, and the internal rule used for each action.
Customer and fulfillment evidence
  • Customer emails, support messages, address confirmations, delivery questions, and any dispute-related communication.
  • Fulfillment timestamps, tracking numbers, carrier scans, delivery proof, signature proof, and package photos where available.
  • Refund, replacement, cancellation, or return timeline with who approved each step.
Chargeback and processor evidence
  • Chargeback reason codes, dispute opened dates, due dates, processor messages, card-network notes, and response status.
  • Shopify Payments, PayPal, Stripe, Shop Pay, or alternative processor screenshots for the same order set.
  • Files already submitted, missing documents, and any rejected or accepted evidence decisions.
Payout, reserve, and bank evidence
  • Payout IDs, payout dates, gross amount, fees, refunds, chargebacks, adjustments, reserve rows, and held amounts.
  • Reserve notices, Balance restrictions, release-condition messages, support ticket timestamps, and account review notes.
  • Bank deposit date, deposit amount, currency, split deposits, pending deposits, and bookkeeping memo.

Build the timeline in five passes

01Create one row per event, not one row per platform screenshot.
02Use Shopify order time as the first timestamp, then add fulfillment, customer, dispute, payout, and bank events.
03Separate normal payout math from suspicious order or chargeback evidence.
04Attach source files to each row so the timeline can be checked without retelling the story.
05End each case with the requested next action: dispute response, reserve review, support reply, refund decision, or bookkeeping note.
Related resources

These pages connect the timeline to payout reconciliation, reserve evidence, fraud diagnosis, checkout path checks, and the broader workflow map.

Payout toolShopify Payout Reconciliation Explainer

Compare gross sales, fees, refunds, chargebacks, reserves, payouts, and bank deposits before escalating a case.

Open resourceReserveShopify Payments Reserve Evidence Pack

Build a support-ready timeline for payout holds, reserve notices, suspicious orders, and fulfillment proof.

Open resourceFraudShopify cheap-item fraud orders

Separate low-value fraud patterns, card testing, manual capture decisions, and chargeback evidence.

Open resourceReconcileShopify bank deposit does not match sales

Reconcile payout IDs, date windows, fees, refunds, chargebacks, reserve rows, and bank deposits.

Open resource

Turn the timeline into a focused evidence review.

Submit the store URL and describe the chargeback, reserve, fraud, or payout issue. The preview helps decide whether the next step is payout reconciliation, reserve evidence, fraud SOP, checkout path testing, or a focused Fix Pack.