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Response Template for "Split Shipment/Partial Delivery"

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Chargeback Response

Dear Recipient,

Re: Chargeback Response - Transaction ID: Transaction ID

Cardholder Name: Cardholder Full Name

Transaction Date: Transaction Date

Transaction Amount: Transaction Amount

We are responding to the chargeback claim regarding a Dispute Type dispute. We have thoroughly investigated this transaction and would like to provide the following evidence to support that this transaction was legitimate and fulfilled as agreed.

ORDER DETAILS:

Order Number: Order Number

Order Date: Order Date

Total Items Ordered: Total Number of Items

Shipping Method: Shipping Method

SHIPMENT INFORMATION:

Due to Split Reason, this order was fulfilled in Number of Shipments separate shipments.

First Shipment:

Ship Date: First Shipment Date

Tracking Number: First Tracking Number

Carrier: First Carrier Name

Delivery Date: First Delivery Date

Items Included: First Shipment Items

Second Shipment:

Ship Date: Second Shipment Date

Tracking Number: Second Tracking Number

Carrier: Second Carrier Name

Delivery Date: Second Delivery Date

Items Included: Second Shipment Items

Additional Shipment Details (Optional) CUSTOMER COMMUNICATION:

The customer was notified about the split shipment via Notification Method on Notification Date. Our records show that the customer Customer Response.

DELIVERY CONFIRMATION:

All shipments were successfully delivered to the billing address on file: Delivery Address. The delivery was Delivery Type.

COMPANY POLICY:

Our terms and conditions, which the customer agreed to at checkout, clearly state that orders may be shipped in multiple packages when necessary. This policy is displayed Policy Location.

Based on the evidence provided, we respectfully request that this chargeback be reversed as:

All ordered items were shipped and delivered successfully

The customer was properly notified of the split shipment

Tracking information confirms delivery of all packages

The transaction was completed in accordance with our stated policies

Additional Supporting Information (Optional) We have attached supporting documentation including Documentation Type for your review.

Thank you for your consideration of this response. Should you require any additional information, please contact us at Contact Email or Contact Phone.

Sincerely,

Representative Name

Title

Company Name

Effective Date: August 12, 2025

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Split shipment chargebacks happen when a customer says they never got their full order and this comes up pretty frequently with bigger orders, inventory problems, or when you have to ship from different warehouses. Around 23% of merchandise disputes involve delivery uncertainty and split shipments usually get hit especially hard because customers either don’t understand what’s going on or they see an opportunity to game the system.

Everything gets tougher when you have multiple tracking numbers to manage, with packages that arrive on different days and you only get partial confirmations. A customer might get the first box out of three and panic, then file a chargeback right away because they don’t understand that more packages are on the way. But some customers will use this uncertainty deliberately – they’ll hang onto everything that arrives and still claim that they never received the order.

When your records on split shipments are messy or incomplete, your odds of winning these disputes take a big hit. If you don’t have solid evidence that connects the packages back to a single order, you’re going to lose cases that you should actually win. You lose that revenue and your chargeback ratio starts to climb – which means that you’ll pay higher processing fees or face account restrictions. Strong replies that show the full fulfillment chain help you recover around 68% of these disputed transactions. Complete records of your communications also help to stop future disputes because they create a track record of successful multi-package deliveries.

A structured template for split shipment disputes means that you won’t accidentally leave out evidence that matters. For starters, it organizes all your tracking numbers in chronological order so the reviewer can follow faster how the full delivery played out and it also reminds you to include every communication you had with the customer about what to expect with shipping and it has sections built in for package manifests, warehouse records and the sequence of customer notifications that are specific to orders with multiple shipments and it also calculates the delivery timelines between each package so you can show that your fulfillment practices were fair and matched what the customer agreed to at checkout.