Client filed fraudulent chargeback after receiving product — what evidence do I need?

Sold $2,400 worth of skincare products to a "customer" who left me a 5-star review after delivery. Now she's disputing the charge claiming "item not as described." I have tracking showing delivered, her review, and our text messages where she says she loves the products.

First chargeback ever. What do I need to include in my response?

screenshot EVERYTHING before she can delete it. her review, all messages, her social media if she posted about the products. people delete stuff once they realize they're in trouble

I've won 90% of my chargebacks. Here's what banks want to see:

• Proof of delivery with signature if possible (tracking alone helps but sig is better)
• Communication showing customer received and was happy
• Your refund/return policy they agreed to
• Evidence they used the product (the review is gold)
• Any photos showing condition at shipment

The review is your trump card. Screenshot it with timestamp visible. Write a clear cover letter explaining the timeline: order date, ship date, delivery confirmation, review date, dispute date. Make it obvious she received and used the product before disputing.

careful with "item not as described" disputes - those are harder to win than "product not received" even with delivery proof. the bank can side with the customer if they claim quality issues. your texts where she says she loves it are crucial

Got all screenshots. She actually posted an Instagram story using the products 3 days ago. Downloaded that too.

lmaooo she's posting herself using the products while disputing? that's beautiful. include that 100%. also check if she has her location public - if it matches your shipping address that's additional proof

Organize your response like this: (1) Cover letter with timeline summary, (2) Order details/invoice, (3) Tracking with delivery confirmation, (4) Screenshots of communications showing satisfaction, (5) The review with timestamp, (6) Instagram story showing use, (7) Your policies.

Keep the cover letter to one page. Banks process hundreds of these daily - make yours easy to skim.

one more thing - submit your response at least 3 days before the deadline. I've seen disputes auto-lost because the submission didn't process in time

UPDATE: WON the dispute! Got notified yesterday. The Instagram story was apparently the clincher according to Stripe's summary. She's now blocked from my store. Thanks everyone

nice! you should also report her to the merchant fraud databases so other sellers get warned