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Visa 13.1: Merchandise / Services Not Received

What it means: The cardholder says they paid but did not receive the goods or service.

How to respond: Prove delivery to the address on the order (or access/usage for digital goods), and the delivery date.

Stripe usually labels this dispute as: product_not_received (check the reason shown on your dispute — Stripe maps network codes to its own categories).

Evidence checklist

• Shipping documentation: carrier, tracking number, delivery date and delivery address matching the address on the order
• Proof of delivery (carrier delivery confirmation; signature if obtained)
• For digital goods / SaaS: access or download logs showing the customer logged in or used the service after purchase
• Service documentation: proof the service was provided (completed work, timestamps, deliverables, attendance)
• Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
• Receipt / invoice showing what was purchased, price, date and the customer's details

Tips

• Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
• Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
• Keep it factual and concise; label each exhibit.
• If the customer is right, accepting the dispute or refunding may cost less than fighting it.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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