ChargebackKit

Stripe reason: product_not_received

Product Not Received Chargeback Evidence Pack

Updated June 2026

Prove delivery with the exhibits card networks weight most heavily.

Build My Product Not Received Pack — $19See a sample pack

$19 per pack · Volume discounts available · 7-day access

For "product not received" disputes, the burden is on you to show proof of delivery — and for digital goods, proof of access. ChargebackKit structures physical delivery confirmations, access logs, and customer communication into a single submission-ready pack.

What your evidence pack will include

Every exhibit a product not received dispute needs, structured for Stripe submission.

  • Carrier tracking number and delivery confirmation (signed if available)
  • Shipping label with recipient name and address matching the order
  • For digital goods: download logs, license activation timestamps, or access credentials
  • Order confirmation email with delivery ETA sent to the customer
  • Any customer communication acknowledging receipt or asking about the item
  • Photo of the packed item or warehouse pick confirmation

What wins this dispute type

Patterns from successful product not received rebuttals.

  • A signed delivery confirmation from the carrier beats almost every other exhibit. Always include it if you have it.
  • For digital goods, an access/download log with the customer IP is the equivalent of a signed delivery.
  • If the tracking shows "delivered" to the cardholder's billing address, highlight that match in your narrative.

Guides & templates for this dispute

Free, in-depth resources for product not received disputes — read before you build.

Visa Reason Code 13.1: Merchandise Not ReceivedHow to Win a ChargebackItem Not Received Evidence ChecklistItem Not Received Response Letter

Product Not Received chargeback FAQ

What is the single strongest exhibit for a "not received" dispute?↓
A signed delivery confirmation from the carrier beats almost every other exhibit. For digital goods, an access or download log tied to the customer IP is the equivalent of a signed delivery.
The tracking shows delivered but the customer still disputed — now what?↓
Highlight that the tracking shows delivery to the cardholder's AVS-verified billing address, and include the carrier transit history and any post-delivery customer communication acknowledging receipt.
Can I win without proof of physical delivery?↓
For digital products, yes — server access logs, license activation timestamps, and IP matches stand in for delivery. For physical goods without delivery proof, the dispute is very hard to win.

Reason codes for product not received disputes

The card-network reason codes that map to this dispute type — each with the exact evidence that wins it.

Visa 13.1Merchandise / Services Not ReceivedVisa 13.9Non-Receipt of Cash or Load Transaction ValueMastercard 4855Goods or Services Not ProvidedAmerican Express C08Goods/Services Not Received or Only Partially ReceivedDiscover RGNon-Receipt of Goods or Services

Other chargeback categories

Fraudulent / UnauthorizedSubscription CancelledProduct Not as DescribedDuplicate ChargeCredit Not Processed
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Submission-grade. Category-specific. Built the way card networks want to see it.

Build My Evidence Pack — $19

$19 per pack · Volume discounts available · 7-day access

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