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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

Go to Settings → Dispute.
Find Delivery status for dispute evidence and make sure it is switched on.
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.

Attach the document to your evidence

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.
Find the Delivery confirmation card. Check the badge (Delivered or Partial), the delivery time, carrier and tracking number. Click Preview to open the PDF.
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.

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).

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.

Not finding what you are looking for? Chat with us or send us an email at [email protected] — we're always right there to give you a full hand.

Updated on: 07/10/2026

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