How do I format WhatsApp messages as chargeback evidence?
Last reviewed 30 October 2026
Short answer: Stripe's published advice is to combine customer communication into one file, include relevant excerpts only, and present them in date order. Stripe accepts PDF, JPEG or PNG, up to 4.5MB and under 50 pages. Other processors and card schemes set their own rules, so check yours.
General information, not legal advice or financial advice. We've reported Stripe's page only. We haven't verified Visa or Mastercard rules.
What does Stripe say to do?
- Combine several items representing communication with your customer into one file.
- Include relevant excerpts, not the whole chat.
- Present them chronologically and keep them legible.
Which excerpts should I pick?
- The customer ordering, agreeing the price or accepting terms.
- Confirmation the goods or service were delivered.
- The customer acknowledging receipt or being happy.
- Replies to a complaint, and what you offered.
Add a one-line note to each, such as "Order confirmed" or "Delivery acknowledged". Keep the full chat saved so any excerpt can be checked (export with dates).
What are the file limits?
| Item | Stripe |
|---|---|
| File types | PDF, JPEG or PNG |
| Size | 4.5MB |
| Length | Under 50 pages |
Too big? Send fewer messages, not smaller print.
What doesn't a chat prove?
Stripe notes these exchanges don't verify identity. A chat shows what came from a number or account, not who held the phone. If identity matters, add checkout account details, delivery records or a signature. Stripe also calls disputed payments very difficult to overturn, so tidy evidence is the minimum, not a promise. Leave out unrelated personal details.
Next step
- Export the chat and save it unchanged.
- Open Make a pack, select the first and last message of each moment, add a line.
- VaultXT builds key messages and a timeline on your device, nothing uploaded. Keep the total inside your processor's page limit.
- Run Check a pack to confirm each quote matches the export.
The PDF is a record of what the chat showed on the day you exported it. It doesn't prove who sent a message. Screenshots only? See screenshots or export. Related: builder or landlord disputes.
Questions people ask
Are WhatsApp screenshots enough for a chargeback?
They can be part of your evidence, but Stripe advises one tidy, legible file of relevant excerpts.
Will this win my dispute?
No one can promise that. Your card issuer and acquirer decide under their own rules.
VaultXT is not a law firm and doesn't give legal advice or financial advice.