Chargeback response working draft
Product not received
- Case
- EXAMPLE-1042
- Amount
- $1,840.00
- Deadline
- 30 July 2026
1. Position
The merchant's records indicate that the order was accepted, dispatched to the address supplied at checkout, and marked delivered before the dispute was opened. The merchant asks the issuer to review the dated records listed below.
2. Factual timeline
| Date | Recorded event | Support |
|---|---|---|
| 12 Jul | Order placed and payment confirmed. | Exhibit A |
| 13 Jul | Shipment accepted by carrier. | Exhibit B |
| 16 Jul | Carrier marked parcel delivered at 14:32. | Exhibit B |
| 18 Jul | Customer asked where the parcel had been left. | Exhibit C |
| 19 Jul | Merchant supplied the carrier record and offered to open a trace. | Exhibit C |
3. Draft response
The dispute states that the product was not received. The attached records show that order EXAMPLE-1042 was submitted on 12 July, transferred to the carrier on 13 July, and marked delivered to the supplied destination on 16 July at 14:32.
After the delivery scan, the customer contacted the merchant. The merchant replied with the tracking record and offered a carrier trace. The dated conversation is included as Exhibit C. The order confirmation, carrier history, and correspondence are provided together so the issuer can compare the claim with the transaction timeline.
4. Exhibit index
| Exhibit | Record | Claim it supports |
|---|---|---|
| A | Redacted order confirmation | Order date, amount, and destination supplied at checkout. |
| B | Carrier event history | Acceptance, tracking identifier, and delivery scan. |
| C | Redacted customer correspondence | Post-delivery contact and merchant response. |
| D | Checkout shipping terms | Terms presented when the order was placed. |
5. Before submission
- Confirm every date and statement against the original record.
- Remove card data and unrelated personal information from exhibits.
- Replace this working draft's example labels with the processor's fields.
- Submit only evidence relevant to the stated dispute reason.