Four admin surfaces contain the evidence: the order timeline (every event, timestamped), client details (browser IP and device), the customer profile (order history for CE 3.0), and fulfillment records (tracking + carrier). The gap is assembly — pulling these into the network's evidence fields per reason code. That's clerical work automation does better, but knowing the map matters even if a tool does the fetching.
The evidence map
- Order timeline: order placed, confirmation sent, fulfillment, delivery events, every customer email — each timestamped. This is your fulfillment-diligence narrative.
- Client details (on the order): browser IP, user agent, accept-language. Compare purchase IP against past orders — the identity-continuity signal behind CE 3.0.
- Customer profile: lifetime order count and history. "Third order, first two undisputed, same device" is the strongest friendly-fraud counter that exists.
- Fulfillment record: carrier, tracking number, shipment timestamp. Pair with the carrier's own delivered-status page and POD image.
- Conversation history: support threads showing the customer engaged post-purchase — or never attempted resolution before disputing (required on quality codes).
From data to packet
The processor's evidence form has typed fields (customer info, shipping docs, access logs, communications). Screenshots dumped in the wrong field don't get read; data mapped to the right field does.
Per reason code: fraud → client details + history + delivery; not-received → fulfillment + carrier docs; quality → listing + policy + no-resolution-attempt. Templates in the response guide.
Aurai reads all four surfaces via the API and files each item into the correct evidence field automatically — the assembly step is the product.
Frequently asked questions
Does Shopify keep order data long enough for disputes?
Yes — order data persists for the life of the store, well past the 120-day dispute window. Carrier POD images purge faster (30–120 days), so capture those early.
Is browser IP data on every Shopify order?
Online-store orders, yes (client details on the order page). Draft orders and POS orders don't carry web session data.
Post reflects public documentation, industry surveys, and Aurai's own book of disputes as of the publish date. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.