A provider's screenshot appears to show another business

Preserve the review item before interpreting it

Save the provider's words, the screenshot as received, the date it arrived, the account or case route it came through and any stated deadline. Do not crop, annotate or re-order the evidence before the original is preserved. If the screenshot reached you through an account portal, record where it appeared; if it arrived by email, keep the message context and use the provider's verified support path for follow-up rather than trusting display names alone.

A provider review can concern account information, but a support-page statement that account information may be reviewed does not prove that a particular image belongs to your store. The practical task is narrower: identify what the provider says it saw, when it saw it and which account it attached the observation to. A vague item that cannot be tied to a URL or account remains a clarification item, not a content change order.

Compare the visible identity with domains you actually control

Read the screenshot for objective anchors: the address bar or cited URL, page title, logo, trading name, contact details, product wording, footer entity and any checkout or descriptor clues. Compare those anchors with the domain list your business genuinely controls, including old domains, staging domains, marketplace storefronts, agency demos and domains used by affiliated entities. A mismatch on one anchor is not enough if another anchor clearly identifies your business; a match on one familiar color is not enough if the domain and entity are not yours.

Record related domains rather than hiding them. If your business once used a redirected domain, owns a lookalike defensive domain or shares branding with a separate company, say so in the comparison and date the record. The response becomes less credible if the provider later finds a related property you failed to disclose. The goal is not to win the argument; it is to make attribution checkable.

Use merchant-controlled records to date what was public

For each candidate URL, gather records your business can stand behind: current page captures made after the notice, CMS or theme history where available, domain and DNS control records, launch and retirement notes, change-log entries and the application website you disclosed to the provider. Keep a clear difference between a record that shows what your server returned and an archive or screenshot that shows what someone else observed at another time.

Check dates in sequence. A page can have been correct when the provider captured it and different when you inspected it, or the reverse. If the screenshot predates a migration, the answer may be that the provider saw an old environment still reachable. If it postdates your cleanup, the answer may be that the wrong account was referenced. Do not force both facts into one story; record the sequence and identify which record establishes which date.

Ask for source confirmation through the verified account route

When the evidence remains unattributed, ask a precise question: identify the account the review concerns, the URL observed, the capture date and whether the provider can supply the underlying reference rather than only the image. Keep the question separate from any website edits you independently decide are needed. You can fix a genuine problem on your own site while still disputing whether this screenshot proves it.

Do not ask the provider to investigate by sending account identifiers, credentials, customer data or bank details through an ordinary message. Use the channel named inside the account or the provider's documented support route. If a consultation would help organize the comparison, Prism can review the public pages and a non-sensitive summary of the attribution issue; confirm scope, responsibilities, fees and terms before work. Prism does not decide whether the provider's evidence belongs to the account.

Close only what the records and reply support

Mark the item attributed only when the provider confirms the account and source, or when your own records show the cited URL is a property you control and the content was public as described. Mark it unattributed when the visible identity, domain and account context do not connect to your business and the provider cannot supply a source. Mark it mixed when some anchors match and others do not; then list the genuine related domain and the unrelated element separately.

The merchant decides what evidence to preserve, what related domains to disclose and which pages it controls. The provider decides whether its original concern was withdrawn, redirected or still open after clarification. A corrected attribution does not guarantee acceptance of the website, and a website improvement does not prove the provider's screenshot was yours. Keep those outcomes in separate rows so the file remains accurate if the account is reviewed again.

Source-attribution response sheet

Use one sheet per screenshot or cited example. Record observable facts and the decision each supports. Never paste credentials, account numbers, customer records or identity documents into the sheet.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.