Chargeback guide · checked 13 October 2026
How to win a "product not received" chargeback
The customer says they never got what they paid for. To win, you need to show that the order was delivered, or the service was provided, before the dispute.
Reason codes
| Network | Code |
|---|---|
| Visa | 13.1 Merchandise/Services Not Received |
| Mastercard | 4853 Cardholder Dispute (not provided) |
| American Express | C08 Goods/Services Not Received |
| Stripe label | product_not_received |
Evidence that wins it
- Carrier tracking number showing Delivered, with date (key)
- Delivery address matches the address the customer gave (key)
- Signature or photo proof of delivery
- For digital goods or services: download, login or usage logs after purchase (key)
- Customer messages confirming receipt or asking about use
- Shipping policy the customer agreed to at checkout
Tracking that only shows 'shipped' rarely wins. You need 'delivered' to the same address the customer entered at checkout.
What your letter should argue
The goods were delivered to the address the customer provided (or the service was made available and used) before the dispute was raised. Then list each piece of proof as a numbered exhibit, so the reviewer at the bank can match your words to your files.
Before you fight
- Check the respond-by date on the dispute. Late responses lose automatically.
- In the US, Stripe keeps its $15 dispute fee either way, and charges another $15 when you submit evidence, returned if you win. Work out if it's worth it.
- You get one submission. Gather everything first.
Build my product not received evidence pack
Other reasons: Fraudulent / unauthorized · Not as described / defective · Subscription canceled · Duplicate charge · Credit not processed