Where to find your evidence
Free guide. The records that win a digital chargeback — and exactly where to click to get them.
The golden rule: the single most powerful piece of evidence for a digital "item not received" dispute is proof the buyer downloaded or accessed the file, with a timestamp. Find that first — it usually decides the case.
Gumroad
- Buyer + order: Gumroad → Sales → search the buyer's email → screenshot the order (email, date, amount, product).
- Did they download it? (the key one): open the sale → find the download/access status → screenshot the "Downloaded" mark + timestamp.
- The dispute: Sales → Disputes (or Gumroad's email) — your 72-hour, one-PDF window. Don't open it until your evidence is ready.
- Your policy: screenshot your product/checkout page showing your refund terms.
Stripe
- Buyer + payment: Dashboard → Payments → the payment → screenshot customer email, card country, date, amount.
- The dispute: the payment page → Dispute → Submit evidence (Stripe lists the fields it wants).
- Delivery/access proof: Stripe won't have it — pull it from where you delivered (your email "sent" record, your site's download log, your file host's access log). Screenshot the timestamp.
Etsy
- The order: Shop Manager → Orders & Delivery → the order → buyer info, date, item.
- Download status: the order shows whether the buyer downloaded the digital file — screenshot it.
- The case: Etsy emails you for evidence (30–45 day window) — reply through that case. Screenshot any buyer Messages.
PayPal
- The transaction: Activity → the transaction → buyer name/email, date, amount.
- The case: Resolution Center → the case → Respond. Provide proof of delivery to the buyer's email + access.
- Delivery proof: your email "sent" record + your download/access log with timestamps.
Send us these 5 things
- Screenshot of the order (buyer email, date, product, amount)
- Screenshot proving delivery (receipt emailed to buyer)
- Screenshot proving download/access with a timestamp (the decisive one)
- Screenshot of your refund/terms at checkout
- A copy of the dispute notice (reason code + deadline)
Missing one? Send what you have — we'll tell you what's still needed and whether it's enough to fight.