Proof of delivery as evidence: what the networks and processors say

The customer claims they did not receive the products or services purchased.

Stripe, reason code categories, Product not received · Accessed 28 September 2026

The product was in fact delivered or isn't expected to have been delivered yet (for example, the agreed-upon delivery date is still in the future)

Stripe, reason code categories, Product not received · Accessed 28 September 2026

Save shipping labels, and for high-value products consider requiring a signature upon receipt.

Stripe, reason code categories, Product not received · Accessed 28 September 2026

The shipping address needs to match a billing address verified with AVS or be the address of a business that's connected to the cardholder in some way.

Stripe, reason code categories, shipping_address · Accessed 28 September 2026

Documentation showing you shipped the product to the cardholder at the same address the cardholder provided to you. Ideally include a copy of the shipment receipt or label, and show the full shipping address of the cardholder.

Stripe, reason code categories, shipping_documentation · Accessed 28 September 2026

The date that a physical product began its route to the shipping address in a clear, human-readable format.

Stripe, reason code categories, shipping_date · Accessed 28 September 2026

The delivery service that shipped a physical product, such as Fedex, UPS, USPS, and so on.

Stripe, reason code categories, shipping_carrier · Accessed 28 September 2026

When Stripe compiles your evidence into a single document, these tracking numbers are expanded to include detailed delivery information from the carrier.

Stripe, reason code categories, shipping_tracking_number · Accessed 28 September 2026

Evidence that someone signed for the products when they were picked up or delivered.

Stripe, reason code categories, customer_signature · Accessed 28 September 2026

Cardholder signature on the pickup form

Stripe, reason code categories, customer_signature, for a pickup · Accessed 28 September 2026

A copy of identification presented by the cardholder

Stripe, reason code categories, customer_signature, for a pickup · Accessed 28 September 2026

The cardholder claims that merchandise or services that they ordered were not received by the expected date (or merchandise was unavailable for pick-up).

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, Condition 13.1, p. 37

The merchandise has been delivered /picked up by the agreed-upon date or agreed upon location. Provide documentation to prove that the cardholder or authorized person received the merchandise or services as agreed.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, Condition 13.1, p. 37

Specified delivery date has not yet passed. Provide documentation to support the expected delivery date.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, Condition 13.1, p. 37

Proof of delivery or pick-up, such as certified mail or a carrier's certification that the merchandise was delivered to the correct address or picked up and signed for by the cardholder, will allow you to return the dispute if the customer claims the merchandise was not received.

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, Condition 13.1, p. 38

Delivery confirmation (any proof the customer received the product or service)

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

Compelling evidence submitted by the merchant should directly address the chargeback reason code. For example, if the code indicates the customer didn't receive the item, the merchant should submit any evidence of delivery or customer usage they have. If card-not-present (CNP) fraud is listed as the reason, the merchant can submit the IP address of the device the purchase was made on.

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

Tracking information: Carrier name, tracking number, and delivery status.

Shopify Help, Responding to chargebacks and inquiries, Product not received, physical products · Accessed 28 September 2026

Delivery confirmation: Proof of delivery, ideally with signature or photo.

Shopify Help, Responding to chargebacks and inquiries, Product not received, physical products · Accessed 28 September 2026

Shipping address verification: Demonstrate that the item was sent to the address provided at checkout.

Shopify Help, Responding to chargebacks and inquiries, Product not received, physical products · Accessed 28 September 2026

For high-value orders, you can require signature confirmation at delivery. This significantly strengthens your position in product not received disputes.

Shopify Help, Responding to chargebacks and inquiries · Accessed 28 September 2026

The strongest evidence includes matching addresses, consistent device or location data, and delivery confirmation to the billing address.

Shopify Help, Responding to chargebacks and inquiries, Fraud · Accessed 28 September 2026

Direct proof: Delivery confirmation with signature, carrier tracking screenshots showing delivered status and matching address, refund transaction record, or usage logs.

Shopify Help, Responding to chargebacks and inquiries · Accessed 28 September 2026

When possible, use screenshots of tracking pages and customer communications rather than external links. Banks can review screenshots without needing to access external systems, which makes your evidence faster to evaluate.

Shopify Help, Responding to chargebacks and inquiries · Accessed 28 September 2026

Banks have the discretion to rule in the customer's favor, even when you provide delivery confirmation or other compelling proof.

Shopify Help, Responding to chargebacks and inquiries · Accessed 28 September 2026

In the Fulfilled section where you want to add a tracking number, click Add tracking.

Shopify Help, Fulfilling your own orders individually · Accessed 28 September 2026

The URL is used on the order status page to link to the carrier's tracking page.

Shopify Help, Fulfilling your own orders individually · Accessed 28 September 2026

The Mark as delivered button is displayed only on fulfillments that don't have a tracking number. When a tracking number is added to the fulfillment, delivery status comes from the shipping carrier instead.

Shopify Help, Fulfilling your own orders individually · Accessed 28 September 2026