Product not received

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.

Physical

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

Digital

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

Offline

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)