I am trying to understand the dispute evidence workflow because I am seeing a concerning pattern.
I have had multiple disputes where I uploaded tracking information, proof of delivery, invoices, customer communications, and dispute summaries, but still lost cases that appeared strongly supported by documentation.
One recent example involved a goods/services not received dispute where:
Customer billing and shipping addresses matched.
UPS tracking confirmed delivery.
Package was delivered to the customer address.
UPS listed the recipient as MARK, matching the customer name.
No delivery exceptions, reroutes, or failed delivery notices existed.
During the dispute process I received messaging suggesting requested information was not received or that only information already on file would be used.
My questions are:
How can merchants confirm exactly what documents were transmitted to the issuing bank?
Can merchants see the actual representment package Square sends?
Has anyone experienced evidence uploads not appearing in disputes?
Are there best practices for limiting evidence packages so important documents are not omitted?
I am not trying to challenge the bank decision itself. I am trying to understand whether there is a visibility gap between what merchants upload and what issuing banks actually receive.
