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# Attach Delivery Proof to a Dispute

# Attach Delivery Proof to a Dispute

Fighting an "Item Not Received" dispute? Synctrack can build a **Delivery Confirmation** PDF from the carrier's own delivery scans and attach it to your PayPal, Shopify Payments or Stripe evidence, so you don't have to take screenshots yourself. Available on the **Pro** plan and above.

> **Delivery proof works with PayPal, Shopify Payments and Stripe disputes.** Support for other payment gateways is coming soon.

## Turn on delivery status collection

1. Go to **Settings** → **Dispute**.
2. Find **Delivery status for dispute evidence** and make sure it is switched on.
3. Click **Save** if you changed it.

Synctrack only collects delivery status for orders that have a dispute. If Shopify has a tracking number but stops reporting updates for 48 hours, Synctrack looks the shipment up from an external tracking source.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-106_lmbt0v.png)

## Attach the document to your evidence

1. Open the dispute from the **Dispute** tab and start your response:
   - **PayPal:** click **Provide evidence** and go to the **Fulfillment** step. The card sits under the tracking number.
   - **Shopify Payments:** click **Submit evidence** and go to the **Proof of fulfillment** step.
   - **Stripe:** click **Provide evidence** and go to the **Proof of Fulfillment** tab.
2. Find the **Delivery confirmation** card. Check the badge (**Delivered** or **Partial**), the delivery time, carrier and tracking number. Click **Preview** to open the PDF.
3. Keep **Include this document in the submission** ticked (it is ticked by default), then finish and submit your evidence.

For Shopify Payments and Stripe, the document goes into the **Shipping documentation** slot. Each slot holds one file, so if you already uploaded a file there, remove it first to include the delivery confirmation.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-109_1hvjb6t.png)

## What the document contains

- A delivery conclusion: delivered time, carrier and tracking number.
- The order's shipping address and the locations reported by the carrier, shown as two separate blocks. Carriers report only city, province and country — never a street address — so the reviewer can compare the two directly.
- The carrier's scan history (time, status, location, message).

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/group-105_14xvbxw.png)

## Good to know

- **Card shows but can't be ticked?** The document is only created once delivery is confirmed. The card tells you why: the carrier has not confirmed delivery yet, Shopify has stopped reporting updates for the shipment, or no delivery data has been captured yet. It also shows your evidence due date.
- **Partial:** for orders shipped in several parcels, the document covers only the parcels confirmed delivered.
- External lookup works for shipments fulfilled in the last **90 days** that have a tracking number.
- Signature or photo-at-door proof is still a manual upload.
- Evidence can be submitted only once per dispute — preview the document before you submit.
- A delivery document strengthens your case but does not guarantee a win, and it does not extend the payment gateway's deadline.

**Related articles:** [Respond to a PayPal Dispute](https://help.omegatheme.com/en/article/respond-to-a-paypal-dispute-2bxk2h/) · [Submit PayPal Dispute Evidence with One-Click Auto-Fill](https://help.omegatheme.com/en/article/submit-paypal-dispute-evidence-with-one-click-auto-fill-167u83s/) · [Dispute Management Setup](https://help.omegatheme.com/en/article/dispute-management-setup-1g8o76j/)

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