How to win "product not received" chargebacks
A "product not received" chargeback (also called item not received or merchandise/service not received) is one of the most common — and most winnable — disputes a merchant faces. The cardholder claims the order never arrived. Your job is to prove that it did.
What triggers this reason code
- The package was genuinely lost or delayed in transit.
- The customer forgot, or someone else received it (friendly fraud).
- Tracking was never uploaded, so the customer had no visibility.
The evidence that wins it
This reason code is won with delivery proof, above all else:
- Tracking number and carrier, matched to the order.
- A "delivered" status from the carrier — ideally with date and location.
- Signature or photo confirmation where available.
- The shipping address matching the order and the cardholder.
- Fulfillment timestamps showing you shipped within your stated window.
If the item was digital or a service, proof of access, download logs, or usage records take the place of tracking.
Deadlines
You typically have 20–30 days to respond depending on the card network. Miss it and the dispute is lost automatically — which is why automating the response matters.
How ChargebackWiz handles it
The moment a "product not received" dispute opens on your Shopify store, ChargebackWiz pulls the tracking and delivery confirmation from your order, checks that the address matches, scores your win likelihood, drafts a reason-specific rebuttal, and submits it before the deadline. You only pay a success fee if the chargeback is recovered.
_More detail and examples coming soon — this page is being expanded._