Abwicklung: Produkt nicht erhalten

In this chapter, you will learn what evidence should be submitted in a "Product not received" dispute.

Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.

Physical

If it concerns a physical product, please submit the following evidence:

• proof that the cardholder is in possession of the products
• evidence that the customer did not contact you prior to the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• proof that the customer signed for the delivery or pickup of the products (if the products were picked up, please provide the following):
• cardholder’s signature on the pickup form
• copy of the ID presented by the cardholder
• details of the ID presented by the cardholder
• delivery address (must match a billing address verified by the Address Verification Service (AVS) or must be an address associated with a business related to the legitimate cardholder)
• copy of the delivery receipt or shipping label, or other documents proving that the product was shipped to the address provided by the cardholder
• date the product was shipped to the delivery address, in a clear, legible format
• name of the shipping service (separate multiple services with commas)
• tracking number of the shipping service (separate multiple tracking numbers with commas)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the agreed delivery date has not yet passed
• proof that the value of the disputed payment exceeds the value of undelivered items (if the purchase consisted of multiple shipments and some were successfully delivered)
• proof of the shipment being held by customs in the cardholder's country
• proof of an already processed refund
• proof of the cardholder withdrawing the dispute

Digital

If it concerns a digital product or service, please submit the following evidence:

• customer's IP address at the time of the order
• customer's name and email address
• activity/server logs proving that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
• proof of whether the customer attempted to resolve the issue with you before filing the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• geographic location of the device during the date/time of the transaction
• device ID, number, and name, if applicable
• proof that the agreed delivery date has not yet passed
• proof that the value of the disputed payment exceeds the value of undelivered items (if the purchase consisted of multiple electronic deliveries and some were successfully delivered)
• proof of an already processed refund
• proof of the cardholder withdrawing the dispute

Offline

If it concerns an offline service, please submit the following evidence:

• proof that the cardholder disputing the payment received the service
• proof of whether the customer attempted to resolve the issue with you before filing the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• proof of a signature for the service (if possible, please provide the following):
• cardholder’s signature
• copy of the ID presented by the cardholder
• details of the ID presented by the cardholder
• proof in a clear, legible format that the cardholder received the service, including the date of service provision or commencement, for example:
• signed copy of the contract or work order
• another form of written agreement
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the agreed service date has not yet passed
• proof that the value of the disputed payment exceeds the value of undelivered services (if the purchase consisted of multiple services and some were successfully delivered)