Handling "Product Not Received" Disputes

Disputes over products not received come up when a customer claims their order never arrived. They can be challenging, but a few proactive habits massively reduce how often they happen.

Strategies to Prevent "Product Not Received" Disputes

Build these into your fulfilment workflow:

• Keep shipping records: save shipping labels and tracking, and require a signature on delivery for high-value items.
• Make customer contact easy: send a receipt the customer can reply to so delivery problems land in your inbox before they land in a chargeback.
• Track usage for digital goods: for digital items or services, keep access logs that link usage to the customer — that's your proof of delivery.
• Honor your refund policy quickly: if a customer asks for a refund under your published policy, process it before it escalates into a dispute.

Steps to Win the Dispute

Pick the option that matches your evidence — the choice determines the outcome.

• The cardholder withdrew the dispute: use this if the customer retracted the claim.
• The cardholder was refunded: provide documentation showing the refund was issued.
• The cardholder received the product or service: attach delivery confirmation, signed proof of delivery, or service-rendered logs.
• Cancelled or delayed by government order: for COVID-era and similar cases, include any relevant documentation about the delay or cancellation.
• Other: add any additional information that supports your case.