Product not received

Preventing disputes of the "Product not received" type: Learn how it's done properly.

There are cases in which the end customer disputes a payment on the grounds of not having received the ordered goods or services. This category also includes cases where the shopper receives the delivery too late, which from the end customer's point of view is identical to non-receipt. With the following tips, you can reduce disputes of the "product not received" type to a minimum.

Recommendations

• keep stock levels up to date

• communicate stock levels and delivery times in the store

• inform about any stockouts or prevent orders for unavailable items

• communicate any delays in delivery

• offer the option of requesting refunds

• check the delivery address carefully before shipping

• dispatch the ordered services as quickly as possible

• enable shipment tracking

• acknowledgement of receipt of goods, especially for higher value items

• cancellation option in the event of significant delivery delays

• submit an offer for alternative, immediately available products

A rescission on the grounds of "non-performance" can also be unjustified: This can involve both deliberate and friendly fraud. In both cases, it helps if you document the ordering and shipping process in as much detail as possible and if you request a receipt from the customer upon receipt of the service.