Find out what evidence should be submitted in "Product not received" disputes to win them.
In this chapter, you will learn what evidence should be submitted in a "Product not received" dispute.
Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.
If it concerns a physical product, please submit the following evidence:
proof that the cardholder is in possession of the products
evidence that the customer did not contact you prior to the dispute
information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
PDF or screenshot of the conversation
PDF with a written report of a phone call (including contact details)
proof that the customer signed for the delivery or pickup of the products (if the products were picked up, please provide the following):
cardholder’s signature on the pickup form
copy of the ID presented by the cardholder
details of the ID presented by the cardholder
delivery address (must match a billing address verified by the Address Verification Service (AVS) or must be an address associated with a business related to the legitimate cardholder)
copy of the delivery receipt or shipping label, or other documents proving that the product was shipped to the address provided by the cardholder
date the product was shipped to the delivery address, in a clear, legible format
name of the shipping service (separate multiple services with commas)
tracking number of the shipping service (separate multiple tracking numbers with commas)
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
proof that the agreed delivery date has not yet passed
proof that the value of the disputed payment exceeds the value of undelivered items (if the purchase consisted of multiple shipments and some were successfully delivered)
proof of the shipment being held by customs in the cardholder's country
proof of an already processed refund
proof of the cardholder withdrawing the dispute
If it concerns a digital product or service, please submit the following evidence:
customer's IP address at the time of the order
customer's name and email address
activity/server logs proving that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
proof of whether the customer attempted to resolve the issue with you before filing the dispute
information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
PDF or screenshot of the conversation
PDF with a written report of a phone call (including contact details)
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
geographic location of the device during the date/time of the transaction
device ID, number, and name, if applicable
proof that the agreed delivery date has not yet passed
proof that the value of the disputed payment exceeds the value of undelivered items (if the purchase consisted of multiple electronic deliveries and some were successfully delivered)
proof of an already processed refund
proof of the cardholder withdrawing the dispute
If it concerns an offline service, please submit the following evidence:
proof that the cardholder disputing the payment received the service
proof of whether the customer attempted to resolve the issue with you before filing the dispute
information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
PDF or screenshot of the conversation
PDF with a written report of a phone call (including contact details)
proof of a signature for the service (if possible, please provide the following):
cardholder’s signature
copy of the ID presented by the cardholder
details of the ID presented by the cardholder
proof in a clear, legible format that the cardholder received the service, including the date of service provision or commencement, for example:
signed copy of the contract or work order
another form of written agreement
all documents that refute the reason for the dispute, such as screenshots or PDFs with:
proof that the agreed service date has not yet passed
proof that the value of the disputed payment exceeds the value of undelivered services (if the purchase consisted of multiple services and some were successfully delivered)
