Why is some evidence missing?
Evidence depends on permissions, when Verdikx was installed and which services are connected.
Where in VerdikxDisputes → Evidence vault, and the case page
Common reasons
- The order is older than your install. Verdikx records orders from the moment it's connected; older orders come from the first import and are labelled as such.
- A Shopify feed isn't subscribed. See Automatic order capture shows “not subscribed”.
- The dispute isn't linked to an order. See Link a dispute to its Shopify order.
- A source isn't connected. Helpdesk conversations, tracking and subscriptions only appear once connected.
Fill the gaps
- The case's playbook lists what's missing for its dispute reason.
- Click Upload file in the case's evidence checklist to add your own files (PDF, JPEG or PNG up to 10 MB).
- Check Disputes → Evidence vault and tick Only orders with capture gaps.