Item not received chargebacks: proof of delivery and proof of contents

Tracking says delivered, the buyer says nothing came, and the bank sides with the buyer. The carrier's record and the network's rule are not the same thing. This guide covers what each platform accepts as of October 2026 and what to send. Deadlines for every platform are in the seller dispute evidence hub.

What an item not received claim actually asks

An item not received claim asks one question: did the goods reach the cardholder at the agreed place and time? Visa's Core Rules (24 October 2026 edition) file it as condition 13.1, Merchandise/Services Not Received. Stripe and Shopify call it "Product not received". Stripe maps Mastercard's version to 4855, and some processors use a 4853 sub-reason, "Goods or Services Not Provided" (Stripe dispute categories).

It is a goods dispute, not fraud. If the code says fraud instead, the evidence changes completely; see packing video as chargeback evidence for the two code families, and friendly fraud chargebacks when you believe the buyer did receive it.

What counts as proof of delivery

Proof of delivery is the carrier's record that the parcel reached the full address on the order. Each network and platform words it slightly differently (checked October 2026):

Visa's guide adds that verbal explanations without documentation are usually insufficient, and more documents do not necessarily improve the outcome. For the difference between shipment, delivery and packing proof, see proof of shipment vs proof of delivery vs proof of packing.

Why you can lose with "delivered" in tracking

You can lose with a delivered scan because the scan may not prove what the rule asks for. The common gaps:

• Partial address. Many tracking pages show only a city or postal code. Visa's response rule says tracking with a partial address is not permitted.
• Wrong address. Visa's guide lists delivery to the wrong address as a typical 13.1 trigger. Compare the scan to the checkout address.
• The carrier failed. Visa's guide says that even when a third party is involved, you remain responsible for the cardholder receiving what they paid for.

The October 2026 Core Rules help sellers with good records: at pre-arbitration, when you supplied delivery evidence with the full address, the issuer must certify it reviewed it with the cardholder and address it. If you sent a delivery photo, the issuer must acknowledge the photo; if you sent a signature, it must address the signature.

Disputed while the parcel is still moving

Stripe lists evidence that the agreed-upon delivery date hasn't arrived yet as a valid argument. Visa's rules require the issuer to wait 15 calendar days from the transaction date when no delivery date was specified. Send the promised date and the latest tracking.

Porch theft: delivered, then gone

When a parcel is delivered and then stolen, your position is only as strong as your proof of delivery; the issuer weighs your record against the cardholder's statement.

• For high-value orders, require a signature. Stripe recommends it for high-value products.
• Offer pickup points or lockers; Visa accepts a signature, PIN or collection code for collected goods.
• Keep the carrier's delivery photo when it exists.
• Point the buyer to the carrier for a theft report. For who pays, see package protection vs packing proof. Professional refund services favor unsigned, no-contact deliveries for this reason.

Where the packing record fits

A packing record proves what left you and that it was sealed, with the order number in frame. It does not prove the door, but it shuts two fallbacks:

• "You never shipped it." The record shows this order, packed and labeled, on a date before the carrier's first scan.
• "It arrived, but it was empty." That turns the case into a contents question, covered in customer says the box was empty.

Shopify accepts only PDF, JPEG or PNG, up to 2 MB per file and 4 MB combined, with no video or links (Shopify chargeback evidence). Put stills in the PDF; Stripe's file rules are in Stripe dispute video evidence.

Step by step: responding to an item not received chargeback

Start the day the dispute arrives; Shopify due dates fall 7 to 21 days after filing.

Platform notes: PayPal, eBay and Shopify

Each platform adds a rule on top of the card network's.

PayPal

PayPal's Seller Protection terms list item not received claims filed by the buyer directly with their card issuer as ineligible. PayPal still contests it with your response, but the issuer's decision stands (PayPal help).

eBay

You have 3 business days to resolve an item not received request, after which either party can ask eBay to step in. Tracking must come from an eBay-integrated carrier and show ship date, delivery date and address.

Shopify Payments

Shopify uploads your fulfillment events automatically and sends whatever evidence is saved on the due date.

Copy-ready text for an item not received dispute

Adapt the bracketed parts. Keep it factual.

Page order for the one-PDF submission:

Before any dispute, when the buyer says "it never came" and tracking says delivered:

Cutting item not received claims before they're filed

Many can be headed off before the buyer calls their bank. Visa's guide recommends clear confirmations, reliable carriers with full delivery records, and a delivery address that matches the invoice.

• Require a signature above your own value line.
• Ship only to the address entered at checkout.
• Send a delivery-day message with tracking and a photo of the packed order.
• Answer "where is it?" within a day; Visa expects the cardholder to try to resolve it with you first.

How PallasMark handles the packing half

PallasMark gives your dispute file the order as it left you. A packer scans the barcode on the label or picking slip, the order opens, and the video or photos are bound to it on any phone. Every file gets a SHA-256 fingerprint, and a public verification page lets an issuer or marketplace agent check it with no account.

When a dispute arrives, generate the evidence dossier: a PDF with four stills from each video, the order details, the fingerprints, and the carrier and tracking number read from your Shopify or WooCommerce store. Shopify Payments chargebacks open a case in PallasMark with reminders 7 days and 48 hours before the deadline. You download the PDF and upload it next to the carrier's proof of delivery. See how packing video proof works from the first order; the free plan needs no card.

For every platform's deadlines, go back to the seller dispute evidence hub, or read friendly fraud chargebacks for buyers who received the order and dispute anyway.