Chargeback Evidence Checklist

A UK merchant posted this on the Shopify Community forum (details removed): a £284 order couldn't be delivered on the date the customer asked for, so the merchant started a refund and emailed her about it. A few days later a chargeback arrived with a £10 fee, and Shopify then said the refund couldn't be processed.

Before: "What evidence do I need to send?"

After (from the release-version test run of this case):

I've used Credit not processed because you started a refund and told her it was on its way.

Already refunded?	The order's timeline	Check: whether the refund was completed or only started. Shopify's "cannot be processed" message suggests it never completed. Shopify can't refund once a chargeback is open, so don't try again.

If the timeline shows no completed refund, your facts match "a refund is owed and wasn't paid", and the reference says to accept. If the timeline shows the refund went through before 2 August, you can fight it as credit already processed.

Then the checklist: your email about the refund is Have (you emailed it), the refund record is Check on the order timeline, with "upload your own screenshot too if you're not sure it's there", and return tracking is ruled out because nothing was delivered.

Got a chargeback on Shopify Payments? Before you write anything, find out what to collect. Tell this skill the dispute reason and what happened, in your own words. It gives you:

• Five first checks: chargeback or inquiry, due date, already refunded, Shopify Protect, and whether the customer is right.
• The evidence for your dispute reason, in the order Shopify recommends (direct proof, customer acknowledgment, policy, supporting context). Each item is marked Have, Get, Check or Not available from what you told it.
• Where to find each piece: the place in your Shopify admin, or outside it (your inbox, the carrier's site, your saved listing).
• What Shopify already adds automatically, so you don't upload it twice.
• What to leave out, because evidence for the wrong question weakens a case.
• The file rules: PDF, JPEG or PNG, 2 MB per file, 4 MB in total, one file per evidence type.
• When accepting is cheaper, with the money in one line. No win-rate guesses.

It's built not to invent evidence: if you say "she told me it was an accident" without saying how, it lists her statement as something to get in writing, not as something you have. If you don't know the dispute reason yet, it tells you where to find it and says which reason your facts point to.

Covers Fraudulent, Unrecognized, Product not received, Product unacceptable, Credit not processed, Subscription canceled, Duplicate and General. Built from Shopify Help Center pages on chargebacks (read October 2026). If your dispute page says something different, follow your dispute page.

Tested on 6 real disputes from the Shopify Community forum. Release-version scores: 9, 9, 9.5, 9, 9 and 9.5 out of 10, plus one Opus check at 9. The paste-in prompt scored 8.5 in Claude.

The tests ran on real public data, never made-up cases, and were scored against a written rubric. A skill in this range ships only when every test scores 8/10 or more.

How we test, what we do not do, and which assistants we ran it on.

• It doesn't write the response. The Chargeback Response Kit does that.
• It doesn't predict whether you'll win, and it isn't legal advice.
• It only knows what you tell it and Shopify's published rules; if your dispute page says something different, follow the dispute page.

Works with any assistant that reads SKILL.md skills (Claude, Codex, Gemini CLI, Cursor and others), plus a paste-in prompt version for ChatGPT or any chatbot. We run our release tests on Claude Sonnet and Opus. Use your assistant's strongest model: in our tests, a small, fast model added facts that were not in the source data. No scripts. Paste the prompt into any chatbot, or install the skill. It works from what you tell it about the dispute.

1. Run npx skills add proskillpacks/skills in your project and pick this skill. Or copy the chargeback-evidence-checklist folder from GitHub (https://github.com/proskillpacks/skills/tree/main/skills/ecommerce/chargeback-evidence-checklist).
2. Put the chargeback-evidence-checklist folder where your assistant looks for skills. The generic path is .agents/skills/ (or npx skills add from a folder). Tool-specific paths:
   • Claude Code: ~/.claude/skills/ (or .claude/skills/ inside one project)
   • OpenAI Codex, Gemini CLI, Cursor and others: .agents/skills/ or the skills folder their docs name
   • claude.ai: zip the skill folder yourself, then Customize, Skills, the plus button, Create skill, Upload a skill (code execution must be on in Settings, Capabilities)
   • ChatGPT or any chatbot: open the skill's prompt.md, paste it into the chat, then paste your own text or link
   • Steps for each tool, with links to its official docs: how to install Agent Skills
3. Ask for the job in plain words, for example: "I got a chargeback with the reason 'product not received'. What evidence should I gather?". The skill loads by itself.