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What evidence do I need for a consumer complaint?

Updated July 1, 2026United States

Short answer

A complaint needs a record of what you bought, what went wrong, and what you're asking for: your receipt or order confirmation, the contract or terms, the product or ad description and any promises made, dated photos or records of the problem, and all communication with the seller. Add a short timeline of events and a clear statement of what you want. Whether you complain to the company, your state consumer protection office or attorney general, the Federal Trade Commission, or the BBB, that same organized, dated record is what makes the complaint credible and worth acting on.

A complaint is only as strong as the evidence behind it. Gather these pieces once, and every channel you might use is already covered.

Step by step

  1. Record the transaction

    Keep your receipt, order confirmation, invoice, or the bank or card statement showing the charge. A record that you actually bought it, and for how much, is the foundation of any consumer complaint.

  2. Capture the promise

    Save the contract or terms, the listing or advertisement, any warranty, and — where you can — what a salesperson told you, in writing. Complaints often turn on the gap between what was promised and what you got.

  3. Document the problem

    Take dated photos or video of the defect or record the service failure, and get an independent assessment if the amount justifies it. Show the problem, don't just describe it.

  4. Keep all communication

    Hold onto emails and chats, and note the date, time, and who you spoke to for phone calls. A record of reasonable attempts to resolve it — met with delay or refusal — strengthens every complaint.

  5. Build a short timeline

    Lay the events out in a simple dated sequence: bought it, problem appeared, contacted the seller, their response. A clear timeline makes the story obvious at a glance.

  6. State exactly what you want

    Say plainly whether you're seeking a refund, repair, or replacement, and the amount. A specific, reasonable request is easier for a company or agency to act on than a general grievance.

  7. File with the right body and keep confirmations

    Usually the company first, then your state consumer protection office or attorney general, the FTC, or the BBB (a private, non-government organization). Keep each confirmation and reference number.

Plain-English terms

Consumer protection
The laws and agencies (state and federal) that guard buyers against unfair or deceptive practices. Your state office and the FTC are the primary channels.
Proof of purchase
A receipt, order confirmation, invoice, or statement showing you bought the item and what you paid. The starting point for almost any consumer complaint.
Implied warranty
An unwritten, automatic guarantee under the law — for example, that goods work for their ordinary purpose. Its scope varies by state and can be limited or disclaimed in some sales.
Chargeback
Disputing a card charge through your bank or card issuer. It's a separate avenue from a complaint, useful when you paid by card and want the charge reversed.
BBB (Better Business Bureau)
A private, nonprofit that logs complaints and rates businesses. Not a government regulator, but a complaint can still get a company's attention.

The tool for this

buildmyevidence

This guide tells you what to do. buildmyevidence does it with you — receipt, terms, dated photos of the problem, and every message assembled into one complete complaint file you can send to any channel. Every entry is dated for you.

  • Keep proof of purchase, the promise and the problem together
  • Build a dated timeline of what happened, automatically
  • Export a complete, organized complaint file for the company, the AG, or the FTC
See buildmyevidence

Related questions

This is general information to help you keep your own records — not legal advice. Consumer rights, including implied warranties, vary by state and federal law — check your state consumer protection office and the FTC for your situation.