Evidence for consumer complaints

• You have chased a faulty item, delayed order or refund multiple times without resolution
• Your evidence is spread across email, live chat screenshots and order confirmations
• You are preparing to escalate to an ombudsman, trading standards or the small claims track
• You want to check your own account of events against what was actually written

• Order confirmation or receipt
• Emails with customer service
• Live chat transcripts or screenshots
• Photos of the faulty item or packaging
• Delivery or courier confirmations
• Terms and conditions or returns policy, if relevant
• Any refund or replacement offer received

Uploads can be PDFs, Word documents, plain text files, photographs and screenshots. Scanned letters and images are read using text recognition, and the page or image each finding came from is recorded.

• Extracts the order date, item details and price from your confirmation
• Lists each contact with the retailer in date order
• Flags where a promised call-back, refund or replacement date has passed without action
• Highlights contradictions, such as different agents giving different explanations
• Notes any referenced attachment or ticket number not supplied

1. 1.A customer uploads the order confirmation, three email exchanges, and a chat transcript screenshot.
2. 2.TraceFolio extracts the order date, the date the fault was reported, and each promise made in the chat and emails.
3. 3.The timeline shows a refund was promised within five working days, with no evidence of it being processed since.
4. 4.The Contradictions section notes that one email describes the item as 'out of stock' while an earlier chat said it had been dispatched.
5. 5.The customer attaches the report to a small claims submission alongside their bank statement showing no refund received.

• Executive summary of the complaint and its current status
• Key Facts, including order details and amounts
• Important Dates for each contact and any deadlines given
• Chronological Timeline across email, chat and other sources
• Contradictions and Inconsistencies between statements made by the retailer
• Missing or Uncertain Information, such as unconfirmed refund dates
• Source References linking each fact to its file and passage

The report is a downloadable PDF. Every finding points back to the document it came from, and the report carries a verification record so a third party can check that the file they are reading is the one that was produced. See what is in an evidence report for a section-by-section description.

• The sequence of contact between you and the retailer
• Whether promised actions (refund, replacement, call-back) have a documented follow-up
• Where different messages give conflicting explanations
• Amounts and dates as stated across your documents

• Whether you are legally entitled to a refund or replacement
• Whether the retailer acted unlawfully
• The outcome of an ombudsman decision or court claim
• Facts not mentioned in any of the documents you supplied

TraceFolio organises and reports on the documents you supply. It is not legal advice, it does not decide who is right, and it cannot confirm that a supplied document is genuine. Where the evidence is silent, the report says so in Missing or Uncertain Information rather than filling the gap.

Your report is visible only to your account. Source documents are deleted 24 hours after processing, while the hashes and the verification record are kept so the report stays checkable. Certification receives cryptographic fingerprints and processing details, never the documents themselves.

The verification page explains in plain language what verification does and does not prove, and security and privacy covers storage, deletion and who processes your data.