# Chargeback evidence automation for online stores > How to assemble dispute evidence from orders, policy and the refund audit trail so every chargeback response starts from a complete file. - Canonical URL: https://lumtry.com/guides/chargeback-evidence-automation - Last updated: 2026-09-24 Chargeback evidence automation builds the dispute file from facts you already hold: the transaction, the refund history, the policy the customer agreed to, delivery and return records, and your messages. Lumtry assembles that pack when a Stripe or PayPal dispute arrives, drafts a response, and waits for a person to approve it before anything is submitted. ## What evidence helps a chargeback response? Records that answer the reason given, not argument: proof of the transaction, proof of delivery or return, the policy shown at purchase, what the customer was told, and any refund already paid. The file is stronger when each fact names where it came from. ## What goes into a Lumtry evidence pack? Six sections built from stored facts: the transaction, the refund history with each decision and policy version, the policy, delivery and returns, messages from the portal and helpdesk, and earlier undisputed payments from the same customer. Each section lists its sources or says why it is empty. ## Does Lumtry submit disputes automatically? No. Lumtry drafts the response narrative, and a person edits and approves it in the dashboard before it is submitted. An owner, admin or operator can approve, decline or mark a dispute as submitted, and declining never calls the processor. ## How do I avoid missing a dispute deadline? Each dispute case tracks its deadline and sends reminders 72 hours and 24 hours before it closes, by email or Slack notification. Outcomes such as won, lost or expired are recorded in the audit log when the processor reports them. ## Handle a dispute in five steps 1. **Connect Stripe or PayPal**: Lumtry receives verified dispute notices from Stripe and PayPal and opens a dispute case linked to the refund cases for the same payment. 2. **Add Dispute Automation**: Dispute tracking works on every plan. Evidence packs, submission and deadline reminders need the Dispute Automation add-on on Starter or Growth, or the Scale plan. 3. **Review the evidence pack**: Open the dispute to see each section and its sources, and close any gap the pack points out before you respond. 4. **Edit and approve the narrative**: Read the drafted response, change what needs changing, and approve it. Nothing goes to the processor until a person approves. 5. **Track the outcome**: Watch the deadline on the case. When the processor reports a result, it is recorded on the dispute and in the audit log. ## Frequently asked questions ### Which processors does dispute automation support? Stripe and PayPal. Evidence is submitted through each processor's own dispute API. ### Is there a fee on won disputes? Yes. A success fee applies only to disputes submitted through Lumtry that end as won, and it is capped. Disputes you handle elsewhere carry no fee. The pricing page lists current terms. ### Does AI write the whole dispute response? AI drafts the narrative from the evidence pack, and a person must approve it. The pack itself is built from stored records without AI, so the facts do not depend on a model. ### How does the refund audit trail help a dispute? The refund history section comes straight from the audit trail: each decision, who made it, through which channel and under which policy version. It shows the issuer what happened, in order. ## Related - [Home](https://lumtry.com/index.md): Decide refunds by a versioned policy, send the exceptions to your team in Slack or the dashboard, and keep every step on the record. Start free. - [Guides](https://lumtry.com/guides.md): Answer-first guides to refunds, returns, chargebacks, approvals and audit trails for Shopify, WooCommerce and BigCommerce merchants. - [Slack approvals for Stripe](https://lumtry.com/guides/slack-refund-approvals-for-stripe.md): How to route Stripe refunds that need a person to Slack, approve them from the message, and keep the dashboard as the source of truth. - [Voice approvals](https://lumtry.com/guides/voice-refund-approvals.md): How outbound phone calls let an approver confirm a held refund when they are away from Slack and the dashboard, with the answer recorded. - [Return abuse screening](https://lumtry.com/guides/return-abuse-screening.md): How to score refund requests on claim history, missing returns and unusual values, and hold risky cases for a person without slowing honest customers. - [Refund audit trail](https://lumtry.com/guides/refund-audit-trail.md): What a refund audit trail should record, why it must be append-only, and five steps to build one that holds up in disputes and audits. - [Refunds for AI agents](https://lumtry.com/guides/mcp-refunds-for-ai-agents.md): How AI assistants can look up refund cases and propose refunds over the Model Context Protocol while policy and people keep the final say. - [Retention offers](https://lumtry.com/guides/retention-offers-before-refund.md): When to offer store credit, an exchange or a partial refund before paying money back, and how a policy decides which offer fits a case. - [Marketplace refunds](https://lumtry.com/guides/multichannel-marketplace-refunds.md): How to bring store and marketplace refunds from Amazon and eBay into one queue, with a policy per channel and every decision in one audit trail. - [AI decisions and contests](https://lumtry.com/guides/ai-decision-record-and-contest.md): How Lumtry records every AI-assisted refund decision and lets a shopper contest it, with a person reviewing and deciding the outcome. - [Simulate a policy](https://lumtry.com/guides/simulate-a-policy-before-publishing.md): How to replay a draft policy against recent decisions with no model call, and how an explainer's suggestion can land in a draft without ever publishing it. - [Canadian refund rules](https://lumtry.com/guides/canadian-refund-rules-for-merchants.md): What Quebec and Ontario require for online sales, why a posted refund policy can create legal exposure, and how to set these rules as your own policy in Lumtry. - [Pricing](https://lumtry.com/pricing.md): Lumtry plans by case volume and seats, from Free to Enterprise, with add-ons and capped outcome fees. Start free or hear when billing opens. - [MCP server](https://lumtry.com/developers/mcp.md): Connect an AI assistant or your own agent to your refund workspace through the Model Context Protocol. Read cases and propose actions, never move money. - [Trust](https://lumtry.com/trust.md): How Lumtry secures merchant data, keeps AI inside a deterministic refund policy, lists every sub-processor and explains data flow and retention. Review it. - [llms.txt](https://lumtry.com/llms.txt)