What it means:

The customer says they did not receive the products or services purchased.

Required to overturn dispute:

Demonstrate that the customer received a physical product or offline service prior to the date the dispute was initiated, or made use of a digital product or online service prior to the date the dispute was initiated.

How to respond:

First, get in touch with your customer. Understanding why they filed the dispute will be important for helping make sure your customer gets the product and will give you critical information to prevent this from happening to other customers. If you are able to resolve the issue with your customer, getting your customer to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email), as well as the evidence below.
If an offline service was provided:
  • Event Date: The date on which the customer received or began receiving the purchased service, in a clear human-readable format. 

  • Participation Document: Documentation showing proof that a service was provided to the customer. This could include a copy of a signed contract, work order, or other form of written agreement.

How to prevent it:

For physical products, promptly ship products after collecting payment. Estimate shipping and delivery dates as accurately as you can, and communicate clearly with your customer. If shipping delays arise unexpectedly, keep your customer apprised. Save shipping labels, and for high value products considering requiring a signature upon receipt. For digital goods or services, maintain access logs or documentation that tie use back to the customer.