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Response LetterAll GatewaysItem Not Received

Item Not Received Response Letter Template

A response letter template for Item Not Received chargebacks. Covers shipping narrative, delivery documentation, and carrier evidence for Visa 13.1 and Mastercard 4855.

Evidence Checklist (10 items)

  • 1Order confirmation with shipping address
  • 2Carrier name and tracking number
  • 3Full tracking timeline
  • 4Delivery confirmation scan
  • 5Signature confirmation if obtained
  • 6Delivery photo if available
  • 7Address verification at checkout
  • 8Customer communication about delivery
  • 9Reshipment offer if made
  • 10Carrier investigation results if filed

Structuring your INR response

Lead with the shipping summary: carrier, tracking number, ship date, and delivery confirmation date. Then walk through the full delivery timeline from order to confirmed delivery. Address any gaps in tracking with carrier documentation.

Building the shipping narrative

Present a clear timeline: order placed, order confirmed, item shipped, in-transit scans, out-for-delivery, delivered. Each step should reference the tracking record. If there are gaps in tracking, explain them with carrier documentation or service level descriptions.

Delivery confirmation emphasis

The delivery confirmation is your single most important piece of evidence. Highlight the delivery date, time, and location. If signature confirmation or delivery photos are available, present them prominently. Show that the delivery address matches the order shipping address.

Addressing delivery disputes

If the customer acknowledges the package arrived but claims the contents were wrong or empty, this changes the dispute from INR to a product issue. Address this shift explicitly if the evidence suggests it, as the evidence requirements are different.

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Frequently Asked Questions

What if tracking shows delivered but I do not have the exact delivery address?↓
Carrier delivery confirmation to the zip code associated with the shipping address is usually sufficient. Include the full tracking record and the address match between the order and the carrier records.
Should I offer to reship the item during the dispute?↓
You can offer to reship, but document the offer carefully. If the customer accepts a reshipment, this can be used as evidence that they are negotiating in good faith. Do not refund during an active dispute.
What if the carrier loses the package?↓
If the package is confirmed lost by the carrier, you will have difficulty winning the dispute without delivery confirmation. File a claim with the carrier and consider accepting the chargeback. For future orders, consider shipping insurance for high-value items.

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