ChargebackKit
Evidence ChecklistAll GatewaysItem Not Received

Item Not Received Evidence Checklist

Evidence checklist for Item Not Received chargebacks. Covers shipping documentation, delivery confirmation, and carrier verification for Visa 13.1 and Mastercard 4855.

Evidence Checklist (12 items)

  • 1Shipping carrier name and service level
  • 2Tracking number with carrier URL
  • 3Shipment pickup or acceptance scan
  • 4In-transit tracking scans
  • 5Delivery confirmation scan
  • 6Signature confirmation if applicable
  • 7Delivery photo from carrier
  • 8Shipping address verification against order
  • 9Customer communication about delivery
  • 10Reshipment or replacement records
  • 11Carrier claim or investigation results
  • 12Proof of address verification at checkout

Item Not Received overview

Item Not Received is the second most common chargeback reason. The cardholder claims the product was never delivered. Winning these disputes requires proving the item was shipped to and delivered at the correct address. The strength of your shipping documentation determines your win rate.

Delivery confirmation requirements

Card networks require proof that the item was delivered to the address provided at checkout. Tracking showing the item was shipped is not sufficient. You need a delivery confirmation scan showing the package arrived at the destination. For high-value items, signature confirmation may be required.

Address verification

Verify that the shipping address matches the address provided during checkout. If the customer provided a different shipping address than their billing address, document this clearly. Show that you shipped to the address the customer specified.

When delivery confirmation is missing

If you lack delivery confirmation, focus on alternative evidence: carrier attestation, GPS delivery verification, delivery photos, customer communications acknowledging partial receipt, or evidence that the customer is engaging in a pattern of INR claims.

Skip the Template — Get a Complete Evidence Pack

ChargebackKit generates a full evidence pack with an AI-powered response letter, organized exhibits, and structured evidence tailored to your specific dispute.

Get Your Evidence Pack — $19

Frequently Asked Questions

Is a tracking number enough to win an INR dispute?↓
A tracking number alone is usually not enough. You need delivery confirmation showing the package was actually delivered. A tracking number that shows shipped but not delivered will not win the dispute.
What if the package was delivered but the customer says they did not get it?↓
If tracking shows delivered, include the delivery confirmation, any delivery photos, and the address match between the order and delivery. This is usually sufficient evidence. Some carriers offer GPS verification of the delivery location.
Should I require signature confirmation on all orders?↓
Signature confirmation is recommended for orders above $250 and required for PayPal Seller Protection on orders above $750. For lower-value orders, standard delivery confirmation is typically sufficient.

Related Templates

Evidence Checklist

Stripe Evidence Checklist

Evidence Checklist

Fraud Evidence Checklist

Response Letter

INR Response Letter

Win Your Chargeback Dispute

Stop losing revenue to chargebacks. ChargebackKit builds complete evidence packs with professional response letters and organized exhibits—starting at $19.

Get Your Evidence Pack — $19