On this page

This dispute is about delivery or completion, not about whether the item matched the listing.

A reviewer wants dated records tied to this order and the address or account on the purchase.

If tracking already says delivered, still pair the scan with the full address and any photo, signature, or customer messages — see tracking says delivered.

Zocuments does not submit the response or decide the outcome. You file through your processor; the issuer decides.

Courier hand delivering a brown paper parcel to a customer at the door
Item-not-received disputes turn on the delivery trail: address, scan, and handoff evidence.Photo: Roman Odintsov / Pexels

Records that usually help

Usually helps

  • Tracking or delivery confirmation. Carrier tracking with a delivered timestamp, signature, photo, locker pickup, or a service-completion record is the most direct answer to non-receipt.
  • Address or identity match. Show that the shipment or service went to the checkout address, billing address, or an account the customer used.
  • Customer communication. Order confirmation, shipment notices, or a support thread where the customer discussed delivery can corroborate that they knew the order was in motion.
  • Internal fulfillment record. A packing slip, dispatch log, signed work order, or completion note helps when carrier tracking is thin or the purchase was a service.

Usually does not help

  • A general refund policy. A policy does not prove the customer received this order.
  • Unrelated invoices or other customers' orders. Reviewers look at this transaction, not your overall volume.
  • A long terms-of-service dump. Stripe's public guidance is to keep evidence relevant and short. Extra pages can hide the delivery record.

Processor notes

File limits, deadlines, and outcomes come from your processor. These notes summarize public help articles; check the portal for the case in front of you.

How this looks in a packet

A reviewer-facing packet leads with the merchant, order, amount, and this reason, then a short customer claim and merchant position.

  1. A
    Tracking or delivery confirmation

    the carrier page showing delivery to the checkout address.

    Supports: Tracking or delivery confirmation
  2. B
    Address or identity match

    checkout address and any AVS/billing match you can document.

    Supports: Address or identity match
  3. C
    Customer communication

    confirmation or support messages about this shipment.

    Supports: Customer communication