Critical Mistakes
Item Not Received is one of the most winnable dispute types when merchants have solid logistics data. It is also one of the most commonly lost — not because merchants lack evidence, but because they mishandle what they have.
Mistake #1: Relying on "delivered" status without signature confirmation on high-value orders
An unsigned proof of delivery does not prove the right person received the package. The cardholder can deny receipt, and because you cannot prove who accepted the delivery, they will typically win. Networks hold merchants responsible for ensuring items reach the correct recipient.
What to do instead
Require signature confirmation for high-value shipments. When responding, include screenshots of all tracking details available in your account — not everything visible to you is accessible via a public tracking lookup, and it doesn't count as evidence if the reviewer can't see it.
Mistake #2: Shipping to a different address than billing without documentation
A different shipping and billing address immediately raises a red flag. Reviewers assume the cardholder at the billing address never received anything because the package went somewhere else.
What to do instead
Document why the addresses differ: include the customer's email requesting alternate delivery, proof of prior successful deliveries to that address, or evidence it is a known business or workplace address for the customer.
Mistake #3: Assuming in-store possession is obvious
Many merchants process transactions in-store but deliver products later. If you treat same-day in-store pickup as self-evident, you risk failing to directly address the customer's claim that they did not receive the item — which is the entire dispute.
What to do instead
Be explicit. If the customer completed the transaction and walked out of the store with the merchandise in hand, say exactly that in plain language.
Mistake #4: Not addressing a delayed shipment that exceeded the estimated delivery date
If you promised 5-7 day delivery but shipped 14 days later, the customer may have reasonably assumed the order was cancelled and made other arrangements. Networks side with customers on unreasonable delays unless there is strong proof the customer now has possession.
What to do instead
For delayed shipments, provide three things: (1) evidence you notified the customer of the delay, (2) the customer's acknowledgment or absence of a cancellation request, and (3) a brief explanation of why the delay occurred.
Mistake #5: For digital goods, submitting a sent email instead of proof of access
Evidence that you sent a download link is weak on its own. Anyone can claim the link never worked or the email never arrived. Networks need proof the customer received and used the product.
What to do instead
Provide server logs showing login timestamps and IP addresses, download records, usage statistics, screenshots of account activity, or completion certificates for courses. The stronger the access and usage data, the harder the claim becomes to sustain.