Buyer: Evidence guidelines per dispute reason

This article provides guidance to buyers on how to submit relevant evidence when filing a dispute. Providing clear, specific, and well-documented evidence significantly improves the likelihood of a favourable resolution.

Each dispute category may require different types of documentation. The evidence outlined below is intended as general guidance only. Depending on the specific circumstances, additional or alternative documentation may be required or recommended.

All submissions should include objective, timestamped, and verifiable records that clearly support the claim and can be easily understood by a neutral third-party reviewer.

Standard evidence guidelines for buyers

Dispute reason	Recommended evidence
Item not delivered You did not receive the product or service.	If the order not marked as delivered yet: No evidence is required from you, however any communication attempt with the seller about the late delivery may help.  ************************** If the order is marked as delivered, but you did not receive it: Shipped items Tracking confirmation showing delivery status (if not already available within the transaction). Proof of correct delivery address provided at checkout. Any communication with the seller after the delivery date. Non-shipped physical items Communication showing agreed meeting details. Proof the meeting did not occur (if applicable). Any messages showing cancellation or no-show. Photos or messages from the meeting location (if available). Digital items Communication attempts with seller requesting access, any any responses received (or lack of response) Services Pictures or videos of work not done.  Witness statements confirming that the service purchased was not delivered (where applicable). Service cancellation confirmation.
Technical Issue Preventing Access or Use (Digital Products) You received the digital item, but you cannot access or use it due to a technical issue or defect.	Screenshot of login attempt. Clear image of error message (with visible timestamp). Error message when access or use is attempted.  Confirmation that correct credentials were used. System compatibility information.
Item Not as Described You received the product or service, but not as it was advertised by, or agreed with, the seller.	1/ Evidence that the item was incorrectly advertised by the seller: Screenshots of the order confirmation or original product description. For services specifically: Original service agreement or scope of work, with confirmed timeline of service delivery. Any specifications, condition, or scope notes shared by the seller before or after the purchase. 2/ Evidence that the item received does not match the listing or agreement: Physical items Unboxing video (if available). Clear photos/videos of the item from multiple angles right after delivery. Close-ups of defects or discrepancies. Photos/videos of packaging condition upon arrival (if relevant). Serial numbers, model numbers, or labels (if applicable). Expert statements and repair estimate (if applicable and relevant). Communication with the seller reporting the issue. Digital assets Screenshots of missing access or features. Error messages (clearly visible). Communication requesting support from the seller. Digital and in-person services Clear photos/videos of the incomplete or incorrect service. Screenshots, reports, or deliverables received. List of missing deliverables.  Expert statements (if applicable and relevant). If partial service was delivered, clearly explain which parts were not completed, how it impacted you, and whether you benefited from the delivered portion.

 

Evidence submission standards (applies to all disputes)

To ensure clarity and fairness during the review process:

• Submit only documentation that is directly relevant to your claim.

• Ensure screenshots are clear, complete, and easy to read.

• Include visible dates and timestamps wherever possible.

• Highlight key details when helpful to guide the reviewer.

• Avoid internal terms or platform-specific language that an external reviewer may not understand.

• Provide brief explanations where necessary to give proper context.

Trustap’s dispute decisions are based solely on the information directly available and the evidence provided. Your submission should therefore be complete, clear, and able to stand on its own without additional clarification.

Conclusion

The evidence categories outlined above serve as general guidance to help buyers prepare and structure their dispute submissions. Depending on the specific circumstances and complexity of the case, additional or alternative documentation may be required.

The most effective dispute submissions are factual, well-organised, and directly aligned with the original claim. Providing clear, relevant, timestamped, and verifiable evidence helps minimise delays and supports a fair and efficient resolution process.

 

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