For Stripe, Shopify, PayPal, eBay, Etsy and Amazon sellers
Got a chargeback? Answer it properly, before the deadline.
Your result · worked out 2026-11-08 from the numbers in this page's address
13.1 Merchandise/Services Not Received: "Product not received" chargeback
| What the customer says | The customer says they never got what they paid for. |
| What you must prove | that the order was delivered, or the service was provided, before the dispute |
| Visa | 13.1 Merchandise/Services Not Received |
| Mastercard | 4853 Cardholder Dispute (not provided) |
| American Express | C08 Goods/Services Not Received |
| Stripe label | product_not_received |
| Key evidence | Carrier tracking number showing Delivered, with date; Delivery address matches the address the customer gave; For digital goods or services: download, login or usage logs after purchase |
Tracking that only shows 'shipped' rarely wins. You need 'delivered' to the same address the customer entered at checkout.
Full guide: https://disputekits.com/product-not-received-chargeback
This is an estimate from the rules on this page, not advice. Change any number in the tool below to redo it.
Pick the dispute reason, tick the proof you have, and get a rebuttal letter and numbered evidence list written for that exact reason code. Paste it into Stripe or Shopify and upload your files.
- Flat fee per dispute. We never take a cut of what you win back.
- No store connection. Your customer's data stays in your browser.
- Covers Visa, Mastercard and Amex codes for the six common reasons, plus PayPal, eBay, Etsy and Amazon A-to-z cases.
What a pack contains
- A rebuttal letter that states the reason code, your order facts, and the argument issuers look for.
- An exhibit list numbering each piece of proof so the reviewer can follow it.
- A gap check that flags the key evidence you're missing before you submit.
- Where to put it in Stripe's and Shopify's dispute forms.
Free calculators
Every number is editable. Defaults are Stripe's standard US fees; check your own dashboard.
Dispute reasons and what wins them
Each guide lists the Visa, Mastercard and Amex codes, what you must prove, and the evidence that works. Platform guides: Stripe · Shopify Payments · WooCommerce · Square · PayPal · Klarna · Visa Compelling Evidence 3.0 · Chargeback time limits · Chargeback fees.
PayPal, eBay, Etsy and Amazon cases
When the buyer complains to the platform instead of their bank, the platform decides on a short deadline. Each guide gives the deadline, the proof it looks at, and where to reply. Compare all four.
Payment provider holding your money?
Stripe, PayPal, Shopify Payments or Square closed or limited your account and kept the balance. Work out what they can fairly keep and ask for the rest, with the right complaint route for your country. Just a PayPal payment hold? Why PayPal holds money and how to release it. Stripe closed your account? What happens to your money.
Frozen funds letter
- Release date and fair-hold calculator
- Formal complaint and release request
- Escalation routes for the US, UK, EU, Canada and Australia
Bank or insurer said no?
Write a proper formal complaint, see when you can go to the free ombudsman, and get the statement for their form. UK, Australia and India.
Ombudsman complaint kit
- Formal complaint letter
- Deadline tracker for the firm's reply
- Statement for the Financial Ombudsman, AFCA or RBI Ombudsman
Host with a damaged rental?
Airbnb, Vrbo and Booking.com give you 14 days from checkout. Get an itemised request to the guest, and the statement for AirCover or the platform if they won't pay.
Guest damage claim kit
- Claim deadline countdown
- Warnings for charges platforms refuse
- Guest request and platform statement
Website or online shop sued over accessibility?
2,045 websites were sued over accessibility in US federal courts in the first half of 2026, 952 of them on Shopify. We fix your site's code or editor settings and give you a dated proof report of what was fixed and how it was tested. Fixed price, no overlay widget.
Accessibility fix and proof report
- Shopify, WordPress and WooCommerce, Wix, Squarespace, BigCommerce, Magento and custom sites
- Fixed in 7 business days, from US$399
- Proof report mapped to WCAG 2.1 AA
Free store risk scan
One scan for the website problems that most often lead to US demand letters and fines: accessibility, subscription and cancel rules, privacy opt-outs, trackers and chat recording, fees added at checkout, and the EU Accessibility Act. It shows signs to check, not legal conclusions.
Then we fix what it finds
- Auto-renewal and cancel audit, US$299
- Privacy opt-out browser test, US$499
- EU Accessibility Act add-on, US$149
Free checks for Shopify stores
Two read-only checks for problems Shopify merchants complain about most: Google Merchant Center suspensions for "misrepresentation", and code from removed apps still loading in the theme.
- Google Merchant Center misrepresentation check: contact details, policies, prices, claims
- Leftover app code check: scripts and snippets removed apps left behind
Selling online in India? New rules from 1 January 2027
The E-Commerce Amendment Rules, 2026 ask every online store to show a 30-day "prior price" on discounts, self-audit for dark patterns every year, and show seller, grievance officer and country-of-origin details. Check your store for free.
NiyamCheck
- Free store check: details, prices, dark patterns
- Self-audit sheet for all 13 dark patterns
- Free daily price record for Shopify stores
Amazon rejecting your insurance certificate?
Since 2 November 2026, Amazon US sellers in children's, cosmetics, supplements, lithium battery and other safety categories need $1,000,000 liability cover, whatever their sales. Check your certificate against Amazon's rules before you upload it.
Amazon insurance certificate check
- Limits, occurrence basis, deductible, additional insured
- Email for your broker with every fix
- Your file stays on your device
Buyer's damage photo looks fake?
Some buyers now use AI to fake "damaged item" photos and keep the item. Check the photo's hidden data for AI tools, editing apps and dates that don't fit, then ask for proof the right way. For eBay, Etsy, Depop, Vinted, Amazon and Shopify sellers.
Refund photo check
- Reads the photo on your device; nothing is uploaded
- Polite reply asking for a video and the original files
- Statement for the marketplace case
Walmart charging WFS fees on the wrong size?
If Walmart Fulfillment Services has your item down as bigger or heavier than it is, every order and every month of storage costs more. Check your fee report against Walmart's own fee table and your real measurements.
Walmart WFS fee check
- Free total of likely overcharges per SKU
- Seller Support case with the working
- Your reports stay on your device
Amazon return came back broken, wrong or empty?
A SAFE-T claim can get you reimbursed, but India gives you about 15 days and claims without an unboxing video get refused. Check if you can file yet, your last day and which proof is missing, for Amazon.in and Amazon.com.
Amazon SAFE-T claim helper
- Free eligibility and deadline check
- Claim statement and evidence checklist
- Appeal text when a claim is denied
Shopper and the seller won't refund?
Your card company may have to pay instead: Section 75 in the UK, the Fair Credit Billing Act in the US, or a chargeback anywhere. See your deadline and get the letter. Paid with Apple Pay? How to dispute an Apple Pay charge · a Cash App charge · a Venmo charge · a Chase charge · a Wells Fargo charge · a Zelle payment · an error on your credit report. PayPal charged you twice? New to this? What is a chargeback? First time? How to ask for a refund.
Card refund kit
- Which route applies, with deadlines
- Section 75, billing-error or chargeback letter
- Where to go if the card company says no
UK chargeback and Section 75 deadlines · PayPal dispute deadline checker
Account frozen by a cyber cell in India?
Under the Home Ministry's 2026 SOP, a freeze should cover only the disputed amount. Find out who froze it, ask for the rest back, and escalate after 15 days.
Account unfreeze kit (India)
- Letter asking your bank who froze it
- Grievance to the district police officer
- 15-day escalation letter
Letter demanding money for a photo on your site?
PicRights, Higbee & Associates, Getty Images, Copytrack and Pixsy often ask for far more than a licence would cost. Check your real risk, ask for proof, and make a fair offer for a full release.
Image copyright reply kit
- Risk check and fair licence fee estimate
- Request for proof, proof of licence, or settlement offer
- Take-down checklist
Social Security says you were overpaid?
See your 30-day and 60-day dates, which free form to use (SSA-561, SSA-632 or SSA-634), and whether your budget shows hardship. Then write your explanation in plain words.
Overpayment appeal and waiver help (US)
- Key dates and withholding estimate
- Waiver and hardship statements with your budget
- Reconsideration statement and lower repayment letter
Tenant in the UK? Get your deposit back
If your landlord didn't protect your deposit on time, you can claim up to three times the deposit. If they're keeping part of it, the landlord has to prove every deduction.
UK deposit kit
- Free checker for England and Scotland
- Letter before claim
- Statement to dispute deductions with DPS, TDS or mydeposits
Business customer paying late? Add interest
UK law lets you charge 8% over the Bank of England rate on late business invoices, plus £40 to £100 per invoice.
Late payment interest calculator
- Interest and compensation for each invoice
- Daily rate as it grows
- Letter before action, free
One price per dispute
Chargeback services commonly take a share of every dispute they win. Here you pay once and keep everything you recover.
Questions
How long do I have to respond?
Your processor sets the deadline, usually somewhere between 7 and 21 days, and shows it on the dispute. Stripe lists the "respond by" date on the dispute page. Late responses are lost automatically.
Does this submit the dispute for me?
No. You paste the letter into your processor's dispute form and upload your files there. That keeps your account and customer data out of our hands.
Will I win?
Nobody can promise that. The issuing bank decides. A clear, complete response for the right reason code gives you the best chance; the gap check tells you when your proof is thin, and the calculator shows when accepting is cheaper.
What does Stripe charge for a dispute?
In the US, Stripe charges a $15 fee when a dispute is opened, and since June 2025 a further $15 when you submit evidence, which is returned if you win. Fees differ by country, so check Stripe's pricing page.