Call (844) NO-DISPUTESResponse Template for "Product Not Received"
Chargeback Response
Re: Chargeback Dispute – Product Not Received
Case Number: Case or Reference Number
Dear Dispute Resolution Team,
This response is submitted by Merchant or Business Name in regard to the above-referenced chargeback filed by cardholder Cardholder Name. The cardholder claims the purchased product was not received. We respectfully contest this claim and present the following evidence demonstrating that the order was successfully fulfilled and delivered to the address provided at the time of purchase.
Transaction Details:
- Order Number: Order Number
- Transaction Date: Transaction Date
- Transaction Amount: Transaction Amount
- Item(s) Purchased: Item or Product Description
Shipping and Delivery Evidence:
The order was shipped on Ship Date via Shipping Carrier under tracking number Tracking Number. According to the carrier's official tracking records, the package was successfully delivered on Delivery Date to the address provided by the cardholder at checkout: Delivery Address. Delivery Confirmation Detail (Optional)
Supporting Documentation:
The following documents have been enclosed to substantiate our position:
- Carrier tracking history showing confirmed delivery
- Copy of the original order confirmation sent to the cardholder
- Proof of transaction authorization
- Screenshot or printout of delivery confirmation from the carrier's website
Customer Communication (Optional)
Based on the carrier-confirmed delivery evidence provided, we believe this chargeback is not warranted and respectfully request that the dispute be resolved in favor of Merchant or Business Name. Additional Notes (Optional)
Sincerely,
Contact Full Name
Title or Role
Merchant or Business Name
Contact Email Address
Contact Phone Number (Optional)
“Product not received” is one of the most common chargeback reason codes merchants face, accounting for roughly 30% of all friendly fraud disputes. The package left your warehouse, the carrier confirmed delivery, tracking shows it arrived - and yet a customer claims it never showed up. Whether the package was stolen from a porch, grabbed by a neighbor, or the buyer simply wants their money back, you’re the one left holding the bill. For many merchants, these disputes represent thousands in lost revenue each month on orders that were legitimately fulfilled.
Handling a “not received” dispute without proper structure is one of the fastest ways to lose a winnable case. Issuers review these responses quickly, and if your delivery evidence is incomplete, disorganized, or missing key details like tracking timelines and address verification, your rebuttal gets denied - even when the carrier confirmed delivery. Repeated losses don’t just cost you the transaction amount. They inflate your chargeback ratio, which processors monitor closely. Cross the 1% threshold and you’re looking at monitoring programs, penalty fees, and potential account termination.
A structured template for “product not received” disputes gives you critical advantages:
- Evidence alignment with issuer expectations. Card networks want delivery proof presented in a specific sequence - shipping date, carrier details, tracking confirmation, address match. A template ensures nothing gets overlooked during a stressful back-and-forth.
- Consistency across your team. Whether your dispute responses are handled by one person or ten, a template guarantees every case meets the same standard of documentation quality, reducing errors that cost you wins.
- Faster turnaround times. Chargeback deadlines are tight. A ready-made framework lets you respond in minutes rather than hours, keeping you well within response windows.
This template is built specifically around delivery-based evidence, with dedicated sections for carrier tracking data, GPS-verified delivery scans, signature confirmation, and pre-dispute customer communication history - the exact combination issuers need to rule in your favor.