When a paid IPTV login stops playing, the support desk starts by asking for files, not a speech. I keep that filing packet as four pieces in one folder before I type a sentence in the ticket: the invoice or card line, a screenshot of the last working electronic programme guide, a short device list, and the date of the last successful stream. If any of those four is missing, the case usually stalls as "need more info" even when the outage is obvious from the sofa.
Sellers who publish a streaming refund policy tend to list that evidence before they talk about sending money back. I attach the invoice as a PDF, or a cropped statement that still shows the merchant name, the amount, and the charge date. Proof of purchase is the ordinary name for that receipt trail (https://en.wikipedia.org/wiki/Proof_of_purchase). For the guide shot I capture the EPG with the channel name visible, the overlay clock, and enough of the player chrome that it is clearly the same app. The device list is dull on purpose: model, app build if the player shows one, and whether the login sat on one screen or three.
How the packet is sent matters as much as what is in it. One email or one ticket reply, all four files attached, named plainly: invoice.pdf, epg-last-ok.png, devices.txt. I do not split them across three chat threads. Internet Protocol television is live TV delivered over an IP network rather than a cable plant (https://en.wikipedia.org/wiki/IPTV), so a frozen mosaic on one box is not automatically a network-wide outage. The screenshot is how they tell those two cases apart.
A "request received" acknowledgement is usually short. Ticket number, a line that the attachments opened, and a note that the claim is under review. That is not a yes and not a payout date. If the ack asks for a missing file, I send only that file and leave the original archive untouched. If nothing comes back after a business day, I resend the same packet once with the original timestamps still visible.