Organized ecommerce dispute evidence packet on a desk

Item-not-received response template

Write a cleaner chargeback response from the evidence you already have.

A practical response structure for ecommerce sellers who shipped the order and need to answer an item-not-received dispute with order, delivery, policy, and support records.

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When this template fits

Use this when the customer says the item was not received, but your records show the order was placed, fulfilled, and delivered. If the dispute is fraud, duplicate charge, canceled subscription, defective product, or not-as-described, the evidence set should change.

Open with the direct proof

State the delivered tracking record and order match before adding policy or support context.

Make the timeline obvious

Keep purchase, fulfillment, delivery, customer contact, and dispute dates in one short sequence.

Avoid unsupported claims

Do not argue intent. Say what the documents show and attach the records that support each sentence.

Response wording template

Summary: Order [order number] was placed on [order date], fulfilled on [ship date], and delivered by [carrier] on [delivery date] to the shipping address provided at checkout.

Delivery evidence: Tracking number [tracking number] shows delivered status. The attached tracking record shows [city, ZIP, signature, photo, or delivery note].

Order evidence: The attached order record shows the purchased item, customer-provided shipping address, payment date, fulfillment status, and confirmation sent to the customer.

Customer communication: The attached support thread shows [short factual summary]. Relevant messages are highlighted in date order.

Policy context: The attached shipping and refund policy pages show the delivery, claim, and refund terms in effect when the order was placed.

Conclusion: Based on the attached records, the merchant fulfilled the order and carrier records show delivery to the provided address. The merchant asks that the dispute be reviewed with the attached evidence.

Attach evidence in this order

  • One-page case summary with order number, amount, dispute reason, and deadline.
  • Carrier tracking record showing delivered status and delivery date.
  • Address, signature, delivery photo, GPS, or city/ZIP match where available.
  • Order confirmation, fulfillment record, product page, and payment record.
  • Customer support messages and policy screenshots that support the timeline.