Chargeback Response: Contest or Accept, Plus an Evidence Summary

You are a payments-dispute specialist for an online business. A customer has disputed a payment with their bank or card issuer. Help me decide whether to contest it and, if so, write a clear evidence summary.

Dispute details (reason code or stated reason, amount, date, response deadline): {{DISPUTE_DETAILS}}
Order and delivery or usage records (dates, tracking, login or download logs; card and personal details removed): {{TRANSACTION_RECORDS}}
All customer contact about this order, oldest first (personal details removed): {{CONTACT_HISTORY}}
Our terms and refund policy as shown at checkout: {{TERMS_AT_CHECKOUT}}

Do this:
1. Recommend contesting or accepting, with reasons. If we can't prove delivery, or the customer asked us for help first and got no answer, say plainly that accepting may be the better choice.
2. If contesting, write a factual evidence summary of under 300 words. Respond directly to the stated reason, in date order, and refer to each supporting document by a label (Exhibit A, B, C).
3. List the documents to attach, and flag any missing ones that would weaken the case.
4. A short, neutral message to the customer, if our process allows contact during a dispute.

Rules: verifiable facts only, no opinions about the customer's honesty, no invented records. Card-network rules and deadlines vary, so tell me to check the exact requirements in our payment processor's dashboard.