Show access delivery
Start with the purchase record, access email, account creation, invite timestamp, license key, or download delivery event.
What this page is for
Use this before responding to a digital product dispute where the buyer claims non-receipt, unauthorized purchase, product not as described, or refund/credit issues. This is evidence organization only, not legal advice, not platform submission, and not a recovery guarantee.
Explain usage logs
Login, download, completion, module progress, and IP/device records need a plain-language summary. Do not assume a bank reviewer will interpret raw logs.
Separate authorization
For fraud or unauthorized disputes, access proof helps but may not answer whether the cardholder authorized the payment.
Digital product evidence packet template
Dispute snapshot
Record the platform, dispute reason, amount, deadline, payment ID, order ID, product type, and the exact customer claim.
Purchase and access record
Attach receipt, checkout confirmation, account creation, access email, license delivery, download link delivery, or membership activation evidence.
Usage and engagement proof
Summarize login timestamps, download records, course progress, lesson completion, file access, streaming activity, support tickets, or customer questions about content.
Authorization context
For fraud claims, include AVS/CVC/3DS where available, billing/account match, device or IP consistency, previous purchase relationship, and customer communication recognizing the purchase.
Policy and checkout terms
Attach the refund, access, cancellation, license, and digital delivery terms that were visible or accepted at purchase time.
Response letter
Open with a short factual statement: what was bought, when access was delivered, what usage records show, what support was offered, and which evidence proves each point.
Common digital-product response gaps
- Submitting raw logs without explaining what each timestamp means.
- Using course progress or download proof for a fraud dispute without adding authorization or cardholder-link evidence.
- Attaching current policy pages instead of the terms that applied when the customer purchased.
- Failing to show when access was delivered relative to the purchase timestamp.
- Including unnecessary customer personal data that does not help the dispute response.