Get Dispute Evidence

{
  "evidence": {
    "stage": "chargeback",
    "answers": {},
    "fields": {
      "product_description": {
        "value": "Digital goods delivered automatically by the SellAuth storefront: License Keys - Standard x1 (license keys).",
        "provenance": "reconstructed",
        "edited": false
      },
      "customer_name": {
        "value": null,
        "provenance": "gateway",
        "edited": false
      },
      "customer_email_address": {
        "value": "customer@sellauth.test",
        "provenance": "observed",
        "edited": false
      },
      "customer_purchase_ip": {
        "value": "127.0.0.1",
        "provenance": "observed",
        "edited": false
      },
      "billing_address": {
        "value": null,
        "provenance": "gateway",
        "edited": false
      },
      "service_date": {
        "value": "2026-11-06",
        "provenance": "reconstructed",
        "edited": false
      },
      "shipping_address": {
        "value": null,
        "provenance": "observed",
        "edited": false
      },
      "shipping_tracking_number": {
        "value": null,
        "provenance": "merchant",
        "edited": false
      },
      "shipping_date": {
        "value": null,
        "provenance": "reconstructed",
        "edited": false
      },
      "access_activity_log": {
        "value": null,
        "provenance": "observed",
        "edited": false
      },
      "refund_policy_disclosure": {
        "value": null,
        "provenance": "reconstructed",
        "edited": false
      },
      "cancellation_policy_disclosure": {
        "value": null,
        "provenance": "reconstructed",
        "edited": false
      },
      "refund_refusal_explanation": {
        "value": null,
        "provenance": "merchant",
        "edited": false
      },
      "cancellation_rebuttal": {
        "value": null,
        "provenance": "merchant",
        "edited": false
      },
      "duplicate_charge_id": {
        "value": null,
        "provenance": "merchant",
        "edited": false
      },
      "uncategorized_text": {
        "value": "We dispute this chargeback of $14.99 for order 1938664e92640-0000000000001. The cardholder says they did not authorize this payment. The records below show otherwise.\n\n1. customer@sellauth.test placed order 1938664e92640-0000000000001 on 2026-11-06 10:45 from IP address 127.0.0.1 and paid $14.99 with Stripe. (Exhibit A)\n2. The order was delivered automatically on 2026-11-06 10:45. (Exhibit B)\n3. The buyer opened 1 support ticket after this purchase. The buyer left a 5 out of 5 review of this order on 2026-11-06 10:45. (Exhibit C)\n\nThe order was placed with the buyer's own email and IP address, which shows that the cardholder made this purchase. We ask that this dispute be decided in our favour.",
        "provenance": "derived",
        "edited": false
      }
    },
    "stripe_files": [],
    "rebuttal": "We dispute this chargeback of $14.99 for order 1938664e92640-0000000000001. The cardholder says they did not authorize this payment. The records below show otherwise.\n\n1. customer@sellauth.test placed order 1938664e92640-0000000000001 on 2026-11-06 10:45 from IP address 127.0.0.1 and paid $14.99 with Stripe. (Exhibit A)\n2. The order was delivered automatically on 2026-11-06 10:45. (Exhibit B)\n3. The buyer opened 1 support ticket after this purchase. The buyer left a 5 out of 5 review of this order on 2026-11-06 10:45. (Exhibit C)\n\nThe order was placed with the buyer's own email and IP address, which shows that the cardholder made this purchase. We ask that this dispute be decided in our favour.",
    "ai_polished_at": null,
    "submitted_at": null,
    "channel": null
  },
  "facts": {
    "order": {
      "unique_id": "1938664e92640-0000000000001",
      "created_at": "2026-11-06 10:45",
      "completed_at": "2026-11-06 10:45",
      "amount_formatted": "$14.99",
      "method_name": "Stripe",
      "transaction_id": "pi_3QExamplePaymentIntent",
      "email": "customer@sellauth.test",
      "ip": "127.0.0.1",
      "device": "Windows",
      "customer_since": "2026-11-06 10:45"
    },
    "delivery": {
      "kinds": [
        "digital"
      ],
      "delivered_at": "2026-11-06 10:45",
      "shipping": [],
      "fulfilled_at": null,
      "items": [
        {
          "name": "License Keys",
          "variant": "Standard",
          "quantity": 1,
          "kind": "digital",
          "type_label": "license keys",
          "delivered_count": 1,
          "delivered_at": "2026-11-06 10:45"
        }
      ],
      "emails": [],
      "replacements": 0,
      "discord_roles": []
    },
    "access": {
      "events": [],
      "views": 0,
      "downloads": 0,
      "matching": 0,
      "first_at": null,
      "last_at": null
    },
    "history": {
      "prior_orders": [],
      "since": null
    },
    "communication": {
      "tickets": [
        {
          "subject": "Order question",
          "created_at": "2026-11-06 10:45",
          "status": "open",
          "messages": 0,
          "about_this_order": false
        }
      ],
      "feedback": [
        {
          "rating": 5,
          "message": "Great product, instant delivery.",
          "at": "2026-11-06 10:45"
        }
      ]
    },
    "policies": {
      "withdrawal_waived": false
    },
    "provenance": {
      "order": "observed",
      "delivery": "reconstructed",
      "access": "observed",
      "history": "derived",
      "communication": "observed",
      "policies": "reconstructed"
    }
  },
  "exhibits": {
    "order": {
      "letter": "A",
      "title": "Order and payment"
    },
    "delivery": {
      "letter": "B",
      "title": "Delivery"
    },
    "communication": {
      "letter": "C",
      "title": "Communication with the buyer"
    }
  },
  "facts_changed": false,
  "playbook": {
    "reason": "fraudulent",
    "claim": "they did not authorize this payment",
    "arguments": [
      "The buyer's IP address, email and device match the checkout and later order page visits.",
      "The buyer opened or downloaded what they bought, which an unauthorized payer would not do.",
      "The same buyer paid earlier orders that were never disputed."
    ],
    "fields": [
      "product_description",
      "customer_name",
      "customer_email_address",
      "customer_purchase_ip",
      "service_date",
      "uncategorized_text",
      "access_activity_log",
      "billing_address",
      "receipt",
      "customer_communication"
    ],
    "questions": [
      {
        "key": "contacted",
        "type": "yesno",
        "label": "Did the buyer contact you about this order before disputing it?"
      }
    ]
  },
  "suggests_accepting": false,
  "copy_blocks": [
    {
      "key": "rebuttal",
      "label": "Rebuttal",
      "value": "We dispute this chargeback of $14.99 for order 1938664e92640-0000000000001. The cardholder says they did not authorize this payment. The records below show otherwise.\n\n1. customer@sellauth.test placed order 1938664e92640-0000000000001 on 2026-11-06 10:45 from IP address 127.0.0.1 and paid $14.99 with Stripe. (Exhibit A)\n2. The order was delivered automatically on 2026-11-06 10:45. (Exhibit B)\n3. The buyer opened 1 support ticket after this purchase. The buyer left a 5 out of 5 review of this order on 2026-11-06 10:45. (Exhibit C)\n\nThe order was placed with the buyer's own email and IP address, which shows that the cardholder made this purchase. We ask that this dispute be decided in our favour."
    },
    {
      "key": "order",
      "label": "Order details",
      "value": "Order: 1938664e92640-0000000000001\nPlaced: 2026-11-06 10:45 UTC\nAmount: $14.99\nTransaction: pi_3QExamplePaymentIntent\nBuyer email: customer@sellauth.test\nCheckout IP address: 127.0.0.1"
    },
    {
      "key": "delivery",
      "label": "Delivery",
      "value": "Delivered automatically: 2026-11-06 10:45 UTC\nItem: License Keys (Standard) x1"
    }
  ],
  "stripe": {
    "text_fields": {
      "product_description": "Product description",
      "customer_name": "Customer name",
      "customer_email_address": "Customer email",
      "customer_purchase_ip": "Customer IP address",
      "billing_address": "Billing address",
      "service_date": "Delivery date",
      "shipping_address": "Shipping address",
      "shipping_carrier": "Shipping carrier",
      "shipping_tracking_number": "Tracking number",
      "shipping_date": "Shipping date",
      "access_activity_log": "Access activity log",
      "refund_policy_disclosure": "How the refund policy was shown",
      "refund_refusal_explanation": "Why no refund was given",
      "cancellation_policy_disclosure": "How the cancellation policy was shown",
      "cancellation_rebuttal": "Why the cancellation claim is wrong",
      "duplicate_charge_explanation": "Why the charges are not duplicates",
      "duplicate_charge_id": "The other charge ID",
      "uncategorized_text": "Rebuttal"
    },
    "file_fields": {
      "receipt": "Receipt",
      "customer_communication": "Customer communication",
      "refund_policy": "Refund policy",
      "cancellation_policy": "Cancellation policy",
      "service_documentation": "Delivery proof",
      "shipping_documentation": "Shipping proof",
      "duplicate_charge_documentation": "Duplicate charge proof",
      "uncategorized_file": "Evidence packet"
    },
    "text_limit": 20000,
    "files_bytes_limit": 4194304,
    "problems": []
  },
  "can_respond": true,
  "ai_enabled": false
}