When a dispute opens, one click turns the order's video, photos and buyer approval into a PDF for any payment provider.
Inside the evidence file
One document instead of a folder of screenshots. The evidence file is built from the order record itself, so it reads like a case: what was ordered, what was packed, what the buyer saw and when each step happened.
Order number, line items, carrier and tracking number, right at the top.
Packing photos and four still frames from every video, each with its SHA-256 fingerprint and verification link.
When they opened the video, how much they watched, their decision and the terms they accepted.
Every step from order to dispute, time-stamped in your time zone.
Same dispute, two endings
The claim is the same. What reaches the reviewer is not.
Without an evidence file
Lost on effortA dispute opens: “Item not as described.”
The video, photos and tracking live in different places.
The deadline passes, or the response is a few screenshots.
With PallasMark
Answered with the full recordYou get an e-mail that opens the disputed order.
One click creates the evidence file from the order record.
You upload the PDF, or share the secure link, with your response.
Why it changes the outcome
Disputes are lost when the evidence is scattered
You have the video somewhere. The tracking is somewhere else. The response window is short and the format is fussy, and assembling it by hand for every case takes longer than the order is worth — so the loss often goes unanswered.
Shopify Payments tells PallasMark when a dispute opens. You get an e-mail that takes you straight to the order, and reminders 7 days and 48 hours before the evidence is due.
The packing video, frames from it, photos, the buyer's approval, delivery tracking and the full timeline go into one PDF — built from the order record, not copied by hand.
A reviewer reading a PDF can't press play, so each recording appears as four still frames. Every photo and video carries its SHA-256 fingerprint and a link to the public verification page.
How a dispute response works
The evidence page below is the real one a reviewer opens, shown with a sample order.
Step 1 of 4
What goes into the evidence file
Dispute alerts
Shopify Payments disputes create a case on the matching order and e-mail the owner and admins, with reminders 7 days and 48 hours before evidence is due.
Video frames
Each video appears as four still frames spread across the recording, next to its time, operator, device and fingerprint — for the reviewer who reads documents rather than playing footage.
Buyer record
When the buyer was sent the packing video, the file shows when they opened it, how long they watched and what they answered, with device and location where they allowed it.
Order timeline
Order, recording, sealing, the buyer link, the buyer's answer, shipping with carrier and tracking number, and the dispute itself — in one timeline, with times in your zone.
PDF and secure link
Download a full PDF to upload, or create a link that expires in 1–30 days, with an optional PIN, that you can revoke. On the link, the buyer's contact details are shortened and the street address is hidden.
You stay in control
Files are created only when you ask, every PDF and download is logged, and you submit it yourself. PallasMark never sends anything to the bank or decides the dispute.
Record an order, then open it and create the evidence file — the same one you would submit in a dispute.
Your payment provider decides the dispute; PallasMark gives you the file to answer it with.
Facts, not adjectives. Everything below describes what the product does today — nothing here is on a roadmap.
Availability
The evidence file is included on every plan and works with any payment provider. Automatic dispute alerts come from a connected Shopify Payments store.
PricingNever miss the window
Know about the dispute the day it opens
Minutes, not an afternoon
One click instead of a folder of screenshots
Readable without a login
A file the reviewer can actually check
Questions merchants ask
A chargeback evidence file is one PDF that puts everything recorded about a disputed order into a single document a reviewer can read. PallasMark builds it from the order record: the order and its items, carrier and tracking number, packing photos, four still frames from each packing video, each file’s SHA-256 fingerprint with a public verification link, the seal record, the buyer’s approval and accepted terms, and a timeline from order to dispute. You create it from the order page with one click, as a PDF or a time-limited secure link, and it is included on every plan.
No. PallasMark builds the evidence file and you submit it. When a Shopify Payments dispute opens, PallasMark e-mails you a link to the order, and the PDF is created only when you ask for it. You then upload that PDF to your payment provider’s dispute form with your written response, before the evidence due date. Nothing is sent to the bank, the card network or the payment provider in the background, and PallasMark never decides a dispute. Every PDF you create is kept on the order with its reference, who created it and how often it was downloaded.
Shopify Payments. When a Shopify Payments dispute opens on a connected store, PallasMark records the case on the matching order and e-mails the account owner and admins with a link straight to that order’s evidence section, so nobody has to search for the right packing video. Reminders follow 7 days and 48 hours before evidence is due. For Stripe, PayPal or any other provider, open the order in PallasMark and create the same evidence PDF yourself — the file is identical whichever provider you upload it to.
Show the reviewer what went into the box, and what the buyer saw before delivery. An “item not as described” claim says the product differed from the listing, so a clear response pairs the order’s line items with dated packing footage of those items. The PallasMark evidence file shows still frames from the packing video, the items and SKUs captured at packing, any serial or IMEI numbers recorded, and — if the buyer was sent the video — when they opened it, how long they watched and whether they approved it. Add a short written explanation and upload the PDF to your payment provider.
As one readable PDF plus a short written explanation. Stripe’s dispute form takes your written response and uploaded files, so attach the order’s PallasMark evidence PDF instead of a folder of screenshots: it combines packing photos, still frames from each packing video, carrier and tracking, the buyer’s approval and accepted terms, and a time-stamped timeline in one document. Create it on the order page, download it, and upload it to the dispute in your Stripe Dashboard before the due date. If someone needs to watch the video itself, share a secure PallasMark link, which plays it in the browser.
The same evidence file as the PDF, as a web page, with the packing videos playable in the browser. The link expires after 1 to 30 days, can be protected with an optional PIN, can be revoked at any time, and counts how often it is opened. Because a link can be forwarded, the buyer’s personal details are reduced: the name is shortened to first name and initial, e-mail and phone are masked, the street address is hidden while city and country remain, and IP addresses and locations are coarsened. The PDF keeps the full details, and evidence links are not indexed by search engines.
Yes. The evidence PDF is a standard document, so you can attach it wherever you need to show what was packed and when — a marketplace case, a carrier loss or damage claim, or a reply to the buyer. The secure link can be shared with anyone who needs to watch the packing video itself. It is the same file you would use for a chargeback: the order and its items, packing photos and video frames with fingerprints and verification links, carrier and tracking number, the buyer’s answer and the full order timeline.
Current plan retention periods: 90 days, each counted from the order’s own date. Packing evidence on an order with an open chargeback, dispute or return is not deleted while that case is open, so the video and photos stay available while the dispute runs. You can also create and download the evidence PDF at any time and keep your own copy; every PDF you create is stored on the order with its reference, who made it and its SHA-256 fingerprint.
Still have a question?
Talk to us and we will walk you through it with your own orders.
Record at the packing bench today, and the evidence file is one click away when a dispute arrives.
Each part is useful on its own. Together they turn one recording into an answer for every kind of claim.
