--- title: Evidence Pack Basics | Shopware Community Hub description: >- Build complete, reason-specific evidence packs for physical, digital, and unauthorized cases; explain Seller Protection limits; submit early. canonical_url: 'https://hub.shopware.com/learn/unit/evidence-pack-basics' --- # Evidence Pack Basics - **Build** evidence packs that are **complete**, **specific to the reason**, and **clear to a reviewer in one minute**. - **List** core documents for **physical goods**, **digital goods**, and **unauthorized transaction** cases—including **SCA** results where applicable. - **Explain** when **Seller Protection** may apply and what it does not cover. - **Submit** one complete evidence package early in the **Resolution Center** before the case deadline. # Unit 4: Building a Lean Evidence Pack **Strum & Co.** lost their first claim. Not because the evidence was wrong — they had the tracking number, the delivery confirmation, and the order details. They lost because they uploaded three separate PDFs with no explanation connecting them to the buyer's claim, and the submission came in on day nine of a ten-day window. The reviewer had no context. The files did not speak for themselves. And the late submission left no time to add a narrative. Their second claim, three weeks later, closed in their favor. Same type of evidence — but submitted as one complete package with a two-paragraph explanation on day two. What you submit, and how you submit it, often decides the outcome. --- ## Three Qualities of a Strong Evidence Pack Before assembling anything, check against these three: **Complete** — everything relevant is included in one submission **Specific** — it directly addresses the reason the customer gave, not every possible defense **Clear** — someone with no context understands the connection between your evidence and the claim within one minute --- ## Evidence by Case Type ### Physical Goods - **Order details** — order number, item description, quantity, amount - **Proof of delivery** — tracking number, carrier "delivered" status, signature confirmation where available - **Customer order confirmation** — the email or equivalent proof that the customer placed and acknowledged the order ### Digital Goods Replace delivery proof with access proof: - **Download or access logs** showing the customer accessed the product - **Login activity** on the customer's account around the time of the dispute - **IP address** that accessed the product after purchase ### Unauthorized Transaction Cases Add authentication evidence alongside the order details: - **IP address** used at checkout - **Device or browser signals** captured at checkout where available - **Customer account login history** if they have an account in your shop - **Strong Customer Authentication (SCA) result** — for card payments in **Shopware Payments**, **SCA** runs automatically at checkout; you do not configure it, but the result is logged with the transaction. This is among your strongest defenses against unauthorized transaction claims — know how to export it before you need it. ### Not-as-Described Cases Add product accuracy evidence: - **Product description and photos** as they appeared at the time of sale — not the current listing if it has been updated - **Return correspondence** if any exchange with the customer occurred - **Policy text** the customer saw at checkout, if relevant to the claim --- ## Seller Protection — When It Applies **PayPal Seller Protection** may cover eligible transactions against unauthorized payment claims and "item not received" claims — when specific conditions are met. Conditions typically include: - The item was shipped to the address on the **PayPal** transaction details - Proof of shipment or delivery is provided within the required timeframe - The transaction is marked as eligible in the **PayPal** transaction record **What Seller Protection does not cover:** - "Item significantly not as described" claims - Transactions where shipping address requirements were not met - Digital goods without documented proof of access > **Check eligibility on the transaction record before responding.** If a transaction is covered by **Seller Protection**, your evidence submission still matters — but the protection provides an additional layer of coverage for eligible unauthorized and non-delivery claims. Do not assume coverage; verify it in the transaction detail. --- ## How to Submit Upload your evidence in the **Resolution Center** in the **PayPal Merchant Dashboard**. Accepted formats are typically **PDF**, **PNG**, and **JPG** — follow the file limits shown in the case UI. **Four submission rules:** **1. Include a short written explanation** One to two paragraphs connecting your evidence to the specific claim. Not a legal brief — a plain summary that tells the reviewer what they are looking at and why it addresses the buyer's reason. **2. Submit once, complete** Piecemeal uploads risk missing review cycles. Assemble everything before you submit. **3. Submit early** The deadline is the outer limit, not the target. Submitting on day two of a ten-day window leaves time if you need to add something. Submitting on day nine does not. **4. Match the evidence to the reason label** If the case is "item not received," your pack should center on delivery proof. If it is "not as described," it should center on what the listing said at the time of sale. Do not submit everything you have — submit what is relevant to the stated reason. > **For Strum & Co.:** their standard evidence pack template for "item not received" cases now has four components: order confirmation screenshot, tracking number with carrier status, delivery confirmation screenshot, and a two-sentence narrative: "Order #[X] was shipped to the address provided at checkout on [date]. Carrier confirmation shows delivery on [date] at [time]. Tracking details attached." Preparation takes ten minutes. Submission happens within 48 hours of notification. --- ## Summary - Match evidence to the **reason label** — not to everything you could theoretically submit - **Physical goods** → delivery proof; **digital goods** → access logs; **unauthorized** → authentication trail including **SCA result**; **not as described** → listing accuracy at time of sale - **Seller Protection** may apply to eligible unauthorized and non-delivery claims — verify on the transaction record before responding - One complete submission with a short narrative, submitted early — this is the habit that wins cases --- Prevention habits come last: descriptor clarity, fulfillment discipline, and communication practices that reduce dispute volume before cases are opened.