Disputes & evidence

When you get a chargeback notification from Shopify Payments (or Stripe), you have 7–14 days to submit evidence. Doing this by hand takes 30+ minutes and most merchants give up. SOptim auto-generates a Stripe/Shopify-friendly evidence packet in two clicks.

What's in a packet

Order summary — line items, total, billing/shipping address (redacted for non-essential PII)
Customer journey — every Bot Shield session for the matched IP/email hash, from first visit to checkout
Device + network — user-agent, ASN, country, whether the visitor used a VPN or iCloud Relay
Fraud Orders score — what we thought of the order at the time (was it clear? did we warn you?)
Delivery proof — tracking number + carrier (if you've connected the order to a shipping carrier)
Timestamps — signed with our server's HMAC. Card networks accept these as tamper-evident.

The packet renders as a PDF + a structured JSON file. Most processors accept the PDF directly; a few want the JSON.

How to generate

Bot Shield → Disputes lists every chargeback we know about (pulled from Shopify webhooks).
Click into a dispute.
Click Generate evidence packet. Takes ~5 seconds.
Download the PDF, upload to Shopify/Stripe's dispute portal.

You can also email the packet directly to a customer who's threatening a chargeback — sometimes that's enough to defuse it.

Privacy

The customer's full email and IP are not in the packet. We include only:

A hashed email (matches the order's hash — your processor doesn't need the plaintext)
The IP's organization and country, not the IP itself

This keeps SOptim GDPR-compliant for EU/UK customers while still being persuasive to dispute reviewers.

What you should not expect

We can't guarantee you win a dispute. Card networks side with the cardholder ~60% of the time on friendly fraud regardless of evidence. But shops on SOptim Max win 15–25 percentage points more disputes than they did before, based on our beta data.

Available on

Max ($99/mo) only. The infrastructure to pull and store full visitor histories is expensive; we charge for it accordingly.