What data does Reclaim pull into the evidence packet?
For each dispute, Reclaim automatically gathers:
Order details and transaction records from Shopify
Tracking data and delivery confirmation, including carrier scans and delivery photos
Return or exchange history (if the customer ever initiated one)
Customer service interactions: email threads tied to that customer's email address
Web-pixel data
Cross-merchant dispute history (if this customer has filed chargebacks against other Redo merchants)
Payment information such as CVV and AVS
More not listed here
The more complete the record, the stronger the case. A customer who complained to support, received a delivery photo confirmation, and then filed a chargeback claiming non-delivery has a hard case to win.
Can we add or change the evidence package once generated?
Yes. You can do this by going to the Chargeback disputes tab
Then clicking into the dispute you want to assist. Then clicking the adjustment button to the right of "Generate with AI" here:
Then you can dump the additional context, whether that be images, text, or anything else, and select which sections you want to augment. It will regenerate, incorporating the new info that you provided:
How does it pull in my customer communication?
For merchants on Redo Support, it'll automatically sync all communication.
If you are not using reduced support and you want to connect your Gmail or Outlook, you can connect to Redo Support without paying or using the rest of the platform, such that we have access to those emails.
If you use a different support platform and want additional information that is not from Outlook or Gmail accounts you can simply add the additional evidence when pertinent as seen above. please reach out to support or our team and also request any integrations important to your brand. We are working on several today