Proof of Delivery for Personalized Custom Work

Proof of delivery is a timestamped record showing what a follower requested and what you sent back: the in-platform thread, the delivered file or message, and the date it was sent. Saving this as a habit — not scrambling for it after a complaint — is what makes a later dispute or chargeback response fast instead of stressful. Custom Work lets you offer clearly scoped commissions and services: you set the price, the scope and the delivery time, and followers submit a brief and pay before you start.

No monthly fee, you only pay a small platform fee when you get paid. 8% platform fee when a follower pays for work, 5% platform fee on tips and goals. Card processing is separate. pricing

Most creators never need this record. But card-network disputes exist, and card issuers side with the person who can show what happened, not the person who is more upset about it. Stripe states that "fraudulent disputes account for over half of all disputes" (Stripe, Dispute evidence best practices), so a delivery record is often the only thing separating a real complaint from a cardholder who simply did not recognize a charge. Stripe's published US standard pricing charges a dispute received fee of $15.00 for each dispute a business receives (Stripe pricing), which means even a dispute you eventually win has a cost attached.

Stripe's own guidance to sellers is direct: "if your business provides digital goods, include evidence such as an IP address or system log proving the customer downloaded the content or used your software or service". For a creator selling a custom video, a written answer, or a scoped review, the equivalent is the delivery record itself: the request, the reply, and the timestamp connecting them.

What counts as proof of delivery on Brillay?

On Brillay, the order page keeps the follower's original paid request, your completed reply, and the timestamps on both together as proof of delivery. That's also where how it works explains the full order flow, end to end.

For Custom Work, Personalized Videos, and Paid Questions, the existing thread is the delivery record. What counts as delivery depends on the offer: Paid Questions contain one typed question and one written reply; Custom Work delivers text plus files of any allowed type and/or a link; Personalized Videos contain the follower’s written instructions and the creator’s one delivered video. For creators choosing an offer before worrying about delivery records, lower-effort creator products and services are often simpler than building a course.

Why keep delivery proof before a dispute happens?

Keep delivery proof before a dispute happens because the response clock is short: Stripe tells sellers they usually have 7 to 21 days to respond, depending on the card network (Stripe, Respond to disputes). Reconstructing a delivery from memory after a complaint rarely fits inside that window.

Missing the 7-to-21-day dispute response deadline is not a partial loss. Stripe states that "if you don't respond before the deadline, you automatically lose the dispute and can't retrieve the disputed funds". Treating the in-thread record as the delivery file, rather than something to recreate later, means a creator never starts a response from zero.

Pre-dispute warning signs also convert at a high rate: Stripe reports that unless a payment is covered by the liability shift rule, 80% of early fraud warnings turn into a fraud dispute if the business does nothing.

Dispute volume carries a cost beyond any single refunded order. Stripe writes that the credit card processing industry standard recognizes dispute activity above 0.75% of payments as excessive (Stripe, Measuring disputes). Stripe's dispute guide puts the network fines that follow entry into a card-network monitoring program at $50 to $150 per dispute (Stripe, Introduction to payment disputes), so an unanswered delivery complaint can cost a creator more than the order was worth.

What proof exists for Custom Work and Personalized Videos?

For Custom Work and Personalized Videos, the delivered file, link, or video and its timestamp on the order page are proof of delivery. With Custom Work, followers can attach files; with Personalized Videos, followers send written instructions and you deliver one video.

Practical habits worth adding on top of the built-in thread:

• Keep a local backup of large video or audio files for at least 120 days after delivery, matching the outer window in which card networks typically allow a cardholder to open a dispute (Stripe).
• If a request has a specific, describable scope (for example, "one 60-second birthday video for my dad"), that description matching the delivered file is itself part of the proof — it shows what was ordered and what was sent.
• Compare the delivery date with the delivery time you set on Brillay. For Custom Work and Personalized Videos, you set the delivery time — anywhere from 1 hour up to a 5-day cap — so a timestamped reply inside that window shows the delivery was on time.

What proof exists for Paid Questions?

For Paid Questions, proof of delivery is the written reply itself. You send back one written reply.

The thread shows the follower's question, your reply, and when each was sent, so a reply that lands inside the reply time you set, anywhere from 1 hour to 5 days, shows it arrived on time.

How long should you keep proof of delivery?

Keep delivery records for at least 120 days after payment. Stripe states that card networks typically allow cardholders to initiate disputes within 120 days of the original payment, while noting that network rules allow more time in some situations.

Visa's own consumer guidance sets the same outer window for cardholders in the UK.

"You usually have up to 120 days after the purchase to make a chargeback claim, but you should not start a claim unless you have tried to get a refund directly from the seller." — Visa, Chargeback and purchase disputes

Pre-dispute inquiries follow a similar clock: Stripe closes an inquiry that has stayed open for 120 days without escalating to a chargeback, after which the card network will not escalate it.

US credit-card law sets a separate and shorter clock than the card networks do. Under Regulation Z, a cardholder's billing-error notice must reach the card issuer "no later than 60 days after the creditor transmitted the first periodic statement that reflects the alleged billing error" (CFPB, Regulation Z § 1026.13(b)(1)). The 60-day statutory notice window applies to US cardholders and runs alongside the card networks' 120-day dispute window, so a creator retaining files should plan against the longer 120-day figure.

The 120-day dispute window is far longer than the window a seller gets to submit evidence. A creator therefore has two different retention clocks: 120 days for "could this payment still be disputed," and 7 to 21 days to assemble and submit a response once a dispute lands (Stripe). The Brillay thread persists as the order record, so the only extra habit is keeping local copies of large delivered files for those 120 days.

What happens if a follower disputes the card charge?

If a follower disputes the card charge, the follower's bank decides the outcome. Mastercard states that for a merchant contesting a chargeback, "the deadline is typically 20 to 45 days after the merchant is notified" (Mastercard), while a payment processor may require the evidence sooner.

Stripe is explicit that it does not decide the result: Stripe "facilitates your case, but doesn't have influence over the outcome, which is at the sole discretion of the account owner's bank". Stripe also debits the disputed amount plus the dispute fee from the seller's balance as soon as the dispute is created, so funds move before any evidence is reviewed.

Even strong evidence does not guarantee a win. Stripe's Radar win-likelihood prediction tops out at a 60% expected chance of winning for the strongest 5-dot disputes and falls to 5% for 1-dot disputes, and Stripe writes that "even in the most favorable cases, it's very difficult to overturn a disputed payment". Stripe's 60% top-end number is a predicted win rate for the best-documented disputes, not a guarantee, so proof of delivery improves a creator's odds without settling the outcome. Stripe adds that Visa is the only card network with a formal Compelling Evidence specification, and that a business which submits no Compelling Evidence has a "very low" likelihood of overturning a Visa fraud dispute.

Visa's Compelling Evidence 3.0 route is also closed to most one-off creator orders. Stripe documents that a Visa CE 3.0 response requires at least 2 previous transactions from the same cardholder that were not disputed and that used the same payment method, each dated 120 to 364 days before the disputed transaction (Stripe, Visa Compelling Evidence 3.0 disputes). A first-time follower buying a single Personalized Video therefore leaves a creator with the ordinary evidence route: the request, the delivered reply, and the timestamps on both.

Where do follower claims get raised on Brillay first?

On Brillay, for Custom Work and Personalized Videos, an "I didn't get what I paid for" claim usually arrives first as a message in the order page, long before any card dispute exists. The fastest response is to reopen that thread and point to the timestamped delivery inside it, because Brillay keeps the follower's request and your reply together. For a Paid Question, the written reply already is the record — there's no separate thread to reopen.

You can decline a request; followers pay upfront, so there is nothing to chase. Once a claim becomes a formal card dispute, the cardholder's bank decides it, which Stripe describes as having "sole discretion" over the outcome. When a pre-dispute fraud warning does arrive, Stripe advises that refunding is likely not worthwhile on charges more than 35 percent higher than the business's dispute fee.

What's the difference between platform proof and dispute evidence?

Platform proof is the request, reply, and timestamps kept together on the Brillay order page. Dispute evidence is that same material reorganized into the format a card issuer expects and submitted through Stripe inside the 7-to-21-day response window. Platform proof is storage; dispute evidence is a submission built from it.

Submitting has its own price. Stripe's US standard pricing lists a dispute countered fee of $15.00 for each dispute a business responds to manually, refunded on won disputes and kept on lost ones, on top of the $15.00 dispute received fee. Stripe also recommends organizing evidence chronologically and grouping receipts, communications, policies, and system logs into separate sections.

"Card issuers review thousands of dispute responses every day. Writing a long explanation to them isn't going to make your responses more convincing." — Stripe, Dispute evidence best practices

The practical takeaway is that a delivery habit should stay simple. Keep the request and reply together, dated, in the thread they already live in, and organize a longer response only if a formal dispute actually arrives. Related reading: how to protect yourself from chargebacks as a creator covers the broader prevention checklist, how payment disputes are resolved for digital services walks through the formal process end to end, and creators selling to followers abroad may also want how VAT applies to digital services sold to EU followers.

Frequently asked questions

Do I need to screenshot every delivery just in case?

Not necessarily. The Brillay order page keeps the request, reply, and timestamps together, so for most creators that is the delivery record. Screenshotting is worth adding for large video or audio files you might delete locally, or if you want a backup outside the thread.

What if a follower says they never got a Personalized Video after it was delivered?

Reopen the order page — the delivered video and its timestamp are the proof of delivery. The follower can reopen the private order page from the link emailed to them; the video is still there to watch, and Brillay keeps delivered files for 90 days.

Is a text reply to a Paid Question enough proof on its own?

Yes. The order page holds the follower's typed question and your one written reply, each with the time it was sent, which is the complete record for a Paid Question; there are no files to back up separately.

How is this different from a formal chargeback dispute?

A chargeback is a separate process handled by the follower's card issuer, with its own evidence format and a response window Stripe puts at usually 7 to 21 days depending on the card network. The delivery record in a Brillay thread is the raw material for that response, not the response itself. See how payment disputes are resolved for digital services for the full process.

Does Brillay charge extra for handling a dispute?

No. Card processing is billed separately by Stripe, whose US standard pricing is 2.9% + 30¢ per successful domestic card transaction and adds a dispute received fee of $15.00 per dispute plus a $15.00 dispute countered fee for each dispute answered manually, refunded if the dispute is won; rates outside the US vary by country.

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