Win chargebacks with proof of delivery

A chargeback happens when a buyer asks their bank or PayPal to reverse a payment, often claiming the item never arrived. SellPass records evidence for every order automatically.

What's recorded

For every order, the Proof of delivery keeps a signed, tamper-evident record of:

• when the order was paid and delivered, and what was delivered,
• when the buyer opened the order page,
• when they copied a key, revealed it or downloaded a file,
• their IP address and device each time,
• replacements you sent.

Make the evidence stronger

In Storefront → Proof of delivery, tick Stronger proof: hide keys until the buyer clicks Reveal.

Keys are then left out of the delivery email (it links to the order instead), so every key a buyer sees is logged with their IP and device. This is recommended if you get "not received" chargebacks.

When you get a dispute

1. You're notified (turn on the Dispute / chargeback alert in Notifications), and the order becomes Disputed.
2. Open the order and scroll to Proof of delivery.
3. Download the Receipt (a readable document) and the JSON file (the signed data).
4. In your Stripe or PayPal dispute, upload the receipt and explain: The buyer opened the order on [date] from IP [x] and revealed the key at [time]. Add screenshots of any support conversation and the terms they accepted at checkout.

Prevent disputes in the first place

• Deliver fast and reply to tickets quickly.
• Put your refund and warranty rules in your Terms of service, which buyers accept at checkout.
• Use a clear store name: buyers dispute charges they don't recognise.
• Refund genuine problems quickly. A refund costs less than a chargeback fee.
• Use Fraud Shield to stop stolen cards.