Reason codes / Product Not Received
The most common dispute for stores that ship physical goods, and a genuinely winnable one when the delivery record is solid. The case is decided by artifacts you already have, if you collect them in time.
The cardholder told their bank the order never arrived. Sometimes that is true and the package is sitting in a carrier depot or on a neighbor's porch. Often it is what the industry politely calls friendly fraud: the package arrived, and the cardholder disputes anyway because a chargeback is easier than a return.
Product Not Received is winnable when you have a carrier scan showing 'Delivered' at the correct address. Know that a tracking scan alone can be overridden when the cardholder insists nothing arrived: a delivery photo or signature is often what decides it, especially on higher-value orders. Expect to win roughly half these disputes with strong evidence, not more. If the package was genuinely lost in transit, refunding and filing a carrier claim is faster and cheaper than fighting the dispute.
The analyst is deciding one thing: is there credible proof this package reached the address the customer gave at checkout?
A carrier scan reading Delivered at the right address is the foundation, but not always the ceiling. When a cardholder insists nothing arrived, a bare scan can be overridden. What tips contested cases is a delivery photo or a signature: evidence a human can look at and believe.
Address match matters as much as the scan itself. Delivered to the address on the order is an argument. Delivered somewhere else is a concession.
No delivered scan means no case. If the package is still moving, a dispute response is premature, and a refund plus a carrier claim may be the cheaper path.
UPS, FedEx, and USPS expose delivery photos or signature records for recent shipments. This is the strongest single artifact for this code, and carriers do not keep it forever. Save it now.
Confirm the scan happened at the address the customer gave you, not a forwarding service or an old address on file.
An account login, a support message, or a reorder after delivery undercuts the claim that nothing ever arrived.
A dispute response locks the moment it is submitted, yours orShopify’s automatic one, with no edits after. Whatever goes in first is your whole case, which is why the first hour matters more than the last day.
With a matching address and strong evidence, industry ranges put these around 30 to 50 percent, and a delivery photo or signature moves you up that range. A bare scan with no photo, against a cardholder who insists nothing came, can still lose.
No. Refund the customer and file the claim with the carrier. Fighting a dispute you know is legitimate costs the fee, probably loses, and turns a shipping problem into a trust problem.
That is a carrier error, not a dispute you are positioned to win. Refund or reship for the customer, then pursue the carrier for the loss.
It pulls the order's fulfillment and tracking records into an evidence pack the moment the dispute syncs, and emails you at 7, 3, and 1 day before the response deadline. You review and submit. Nothing goes out without you.
The moment this code syncs in, Backstop assembles the fulfillment record, tracking, and customer history into a bank-ready evidence pack, and counts down to the deadline with email warnings at 7, 3, and 1 day out. Your job shrinks to adding the delivery photo and clicking approve.
Install in under a minute. Free to watch; evidence packs are $19/month after a 14-day trial, cancel in one click.
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