What counts as proof of delivery for a chargeback?

1. For a physical product Shopify's help lists: tracking information (carrier, number, delivery status), delivery confirmation ideally with signature or photo, proof the item went to the address given at checkout, and any delivery notifications sent to the customer.
2. Use screenshots rather than links. Shopify says banks can review screenshots without needing to access external systems.
3. Banks decide, not Shopify. Shopify says banks "have the discretion to rule in the customer's favor, even when you provide delivery confirmation or other compelling proof."

I supplied delivery proof that the person on the order details signed for the parcel. But I still lost.

Quoted from a public merchant forum, name removed.

• Shopify's responding article, product not received, physical products: "Tracking information: Carrier name, tracking number, and delivery status. Delivery confirmation: Proof of delivery, ideally with signature or photo. Shipping address verification: Demonstrate that the item was sent to the address provided at checkout. Carrier communication: Any delivery notifications sent to the customer." source
• "For high-value orders, you can require signature confirmation at delivery. This significantly strengthens your position in product not received disputes." source
• Automatically included with Shopify Payments: "Shipping tracking details: A PDF with the order's shipping and tracking information, for orders that have a tracking number. For some carriers, the PDF can also include the carrier's delivery photo." Shopify adds: "Proof of delivery is strong evidence, so add it when you have it." source
• "When possible, use screenshots of tracking pages and customer communications rather than external links. Banks can review screenshots without needing to access external systems." source
• For a fraud claim: "The strongest evidence includes matching addresses, consistent device or location data, and delivery confirmation to the billing address." source
• PayPal's Seller Protection page defines proof of delivery for physical goods as carrier documentation with "an online and verifiable tracking number", the "date of delivery and 'delivered' status", and a recipient address matching the Transaction Details page (the UK page also accepts an address showing at least city and postal code). source
• Klarna's documentation for goods not received: "it is not sufficient to provide a tracking link"; it expects the proof of delivery as an attachment, with the tracking ID, delivery address, delivery date, and one more piece such as a packing list or delivery note. source

Sources: Shopify Help: Responding to chargebacks and inquiries; PayPal's Seller Protection Program (UK page); Klarna Docs: Merchant evidence gathering, read 4 October 2026.

What counts depends on the processor and the bank. Shopify Payments, PayPal and Klarna each state their own proof. The card network's rules are not shown to you in full, and Shopify's page says the outcome is the bank's decision. Where you see it: on a Shopify Payments order, the chargeback banner and the evidence form show what Shopify has already attached.

1. Open the carrier's tracking page and take a screenshot that shows the delivered status, date and address.
2. Look for a signature or a delivery photo. If the carrier has one, save it. If you have none, say so rather than guessing.
3. Check that the delivery address matches the order's shipping address.
4. Add the screenshot, plus any messages from the customer about the delivery, to the evidence form and label each file.

• The product not received reason page: evidence list and response template
• The fraudulent or unrecognized reason page: evidence list and response template
• The free evidence picker: pick your reason and see what is missing

Is a tracking number enough?

Not by itself for Klarna, whose documentation says a tracking link is not sufficient. PayPal wants carrier documentation with a delivered status. Shopify lists tracking information plus delivery confirmation, ideally with signature or photo.

What if there is no photo?

Shopify says the delivery confirmation is ideally with signature or photo. It does not say the evidence is invalid without one. Add the carrier's delivered record and your other evidence, and say what you do not have.

Does delivery proof win a fraud dispute?

Shopify's page lists delivery confirmation to the billing address among the strongest evidence for fraud, next to matching addresses and consistent device or location data.

Does Shopify guarantee a win with proof?

No. Shopify says strong evidence improves your chances but does not guarantee a win.

• Is the chargeback fee refunded if I win?
• My customer says they withdrew the chargeback. What now?
• I refunded them and they still filed a chargeback. How?
• How long until I hear back after I submit chargeback evidence?
• Can I contact the customer while there is a chargeback open?
• I missed the chargeback due date. What happens now?
• Chargeback versus inquiry: what is the difference?
• All chargeback help

General information from the public sources above, read 4 October 2026. It is not legal advice, and nobody can promise how a bank or payment provider will decide. Rules and fees can change, so check the page on your own dispute. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc., Stripe, PayPal, Klarna or Affirm.