← Shopify dispute types

Shopify chargeback reason: Product not received

What it means: The customer says they paid but never received the order.

Try first: Check tracking. If the parcel was lost, refunding or reshipping may be cheaper than fighting.

Evidence checklist

• Carrier name, tracking number and delivery confirmation
• Delivery address matching the address on the order
• Proof of signature if obtained
• For digital goods: download or access logs after purchase
• Communication with the customer about delivery

Related card network reason codes

The issuer's reason code (if shown) is more specific:

• Visa 13.1 — Merchandise / Services Not Received
• Mastercard 4855 — Goods or Services Not Provided
• Amex C08 — Goods / Services Not Received or Only Partially Received
• Discover RG — Non-Receipt of Goods, Services or Cash

Good to know

• Shopify Payments generally adds available order data (such as product details, billing and shipping addresses, and tracking) to your response automatically and submits it on the due date; you can add more evidence before then.
• Evidence deadlines are typically 7 to 21 days after the chargeback is filed — use the due date shown in your Shopify admin.
• Once the bank decides, the outcome is final; you cannot add evidence or appeal through Shopify.
• If the customer agrees to drop the dispute, they need an official withdrawal letter from their bank (a statement screenshot is not enough); submit it as evidence.
• Banks often receive evidence by fax: use clear, high-contrast documents that print well in black and white.

Source: Shopify Help Center. Shopify isn't involved in deciding chargeback outcomes; the card issuer decides.

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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