Order Never Arrived? Stripe product_not_received (13.1) Checklist
The customer says the order never came. You answer by showing it did: the carrier's delivery record for shipped goods, or the customer's logins and downloads for a digital product.
1. Shipped Goods: Prove Delivery
Give Stripe the carrier, the tracking number, and the ship date. When Stripe builds your evidence file, it adds the carrier's tracking details.
Banks don't open links, so also upload the carrier's delivery confirmation or the shipping label as a screenshot or PDF. A signed delivery receipt is stronger still; for valuable orders, ask for a signature when you ship.
Stripe says the shipping address must match a billing address that passed the AVS check at payment, or be the address of a business connected to the customer.
shipping_carrier) and tracking number (shipping_tracking_number). Separate several with commas.shipping_date) and shipping address (shipping_address).shipping_documentation): the label or receipt with the customer's full address.2. Digital Products and Services: Prove Access
With no package to track, show that the customer used what they bought: logins, downloads, or usage after the payment, with times and IP addresses (access_activity_log). Add the IP address at purchase (customer_purchase_ip) and the customer's email (customer_email_address).
For a service done in person, upload what shows it took place, with the date: a signed work order, an appointment record, or a check-in (service_date, service_documentation).
3. Late, Partial, or Held in Customs
Some orders are on their way or only partly missing. Say which case applies and show it:
4. Messages and Terms
Stripe notes that the customer should contact you about the problem before disputing. If they never did, say so. If they did, attach the messages, above all any where they confirm delivery or ask about the order.
Add your shipping and refund terms as the customer saw them at checkout.
Questions
product_not_received dispute?
The carrier's tracking details showing delivery, the carrier's delivery confirmation, or a signed delivery receipt. Upload it as a screenshot or PDF, with the address it went to.
product_not_received?
Visa 13.1 (merchandise or services not received), Mastercard 4855 (goods or services not provided), American Express C08, and Discover 4755.
Records that the customer got access and used it after paying: logins, downloads, or usage, with times and IP addresses.
The form opens on this dispute type and looks for tracking on shipped goods, or access records on digital ones.