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A practical pre-dispute folder for this order

  • Carrier tracking URL or PDF showing delivered, with date and time.
  • The full ship-to address on that carrier record.
  • Any photo, signature, locker, or front-desk detail the carrier recorded.
  • Order confirmation: order ID, amount, SKU, ship-to, and purchase date.
  • Shipment notification you sent (email/SMS) and the customer's "missing package" messages.
  • Checkout delivery instructions if they asked to leave the parcel.
  • Notes if you already offered a replacement, refund, or police/carrier claim.
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

Why save this before a dispute

Carrier detail pages change. Support threads get buried. If a bank later opens an item-not-received claim, you will need the same records under a deadline measured in days. Collecting them while the conversation is open is cheaper than scrambling after funds are pulled.

Still help the customer

Ask for photos of the delivery area, confirm the address, and check with the carrier. A goodwill replacement can be the right business call. If you send one, keep that tracking too — it becomes part of the timeline if a chargeback still arrives.

If a chargeback arrives

Open tracking says delivered but customer filed a chargeback and the item-not-received evidence guide. Organize the folder you already built into a labeled packet, then submit through your processor portal.