Product not received

Learn which evidence should be submitted for disputes of the "Product not received" type in order to win them.

Click on the appropriate tab depending on whether the disputed transaction is a physical product, a digital product/service or an offline service.

Physical

If it is a physical product, please submit the following evidence:

• evidence that the credit card holder is in possession of the products

• proof that the customer did not contact you prior to the dispute

• customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations are for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• proof that the customer signed for the delivery or collection of the products (if the products were collected, please state the following):

  • signature of the credit card holder on the collection form

  • copy of proof of identity provided by the cardholder

  • details of the proof of identity provided by the credit card holder

• delivery address (must correspond to a billing address verified with the Address Verification Service (AVS) or must be the address of a company that is connected in some way to the legitimate credit card holder)

• copy of the delivery receipt or delivery label or other documentation proving that the product was shipped to the address provided by the cardholder

• date on which the product was sent to the delivery address in a clear, legible format

• name of the delivery service (separate multiple delivery services with commas)

• consignment number of the delivery service (separate multiple consignment numbers with commas)

• all documents that invalidate the reason for the dispute, for example screenshots or PDF with:

  • proof that the agreed delivery date has not yet occurred

  • proof that the value of the disputed payment exceeds the value of the shipments not received (if the purchase consisted of several shipments and some of them were successfully delivered)

  • proof that the delivery has been detained by the customs of the cardholder's country

  • proof that a refund has already been made

  • proof of withdrawal of the dispute by the cardholder

Digital

In the case of a digital product or service, please submit the following evidence:

• IP address of the customer at the time of the order

• name and email address of the customer

• activity/server logs proving that the customer accessed the purchased product after payment (in the best case IP addresses, timestamps and detailed recorded activities)

• proof of whether or not the customer tried to find a solution with you before the dispute

• information on customer communication if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• all documents that refute the reason for contestation, for example screenshots or PDF with:

  • geographical location of the device during the date/time of the transaction ID

  • number and, if applicable, name of the device

  • proof that the agreed delivery date has not yet occurred

  • proof that the value of the disputed payment exceeds the value of the items not received (if the purchase consisted of several electronic deliveries and some of them were successfully delivered)

  • proof that a refund has already been made

  • proof of withdrawal of the dispute by the cardholder

Offline

If it is an offline service, please submit the following evidence:

• proof that the credit card holder disputing the payment received the service

• evidence of whether or not the customer attempted to resolve the issue with you prior to the dispute

• customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• proof that the service has been signed for (provide the following if possible):

  • signature of the credit card holder

  • copy of proof of identity provided by the cardholder

  • details of the proof of identity provided by the credit card holder

• proof in a legible format that the service was provided to the credit card holder, including the date the service was received or commenced, for example:

  • signed copy of contract or work order

  • other form of written agreement