C08 – Goods/Services not Received or Only Partially Received
Why did I receive this chargeback?
The cardholder claims not to have received the goods or services. Or, the cardholder only partially received what was promised.
What compelling evidence is needed to respond?
If the disputed purchase was an airline transaction, your chargeback response must include at least one of the following:
- Proof that the cardholder or designated passenger participated in the flight (scanned boarding pass, flight manifest, etc.)
- Proof that frequent flyer miles were earned during the flight
- Proof that the flight was still available during bankruptcy proceedings
- Proof of additional purchases related to the original transaction (seat upgrades, baggage payments, in-flight purchases, etc.)
If the disputed purchase was for digital goods, your chargeback response must include at least one of the following:
- Proof the cardholder’s IP address at the time of purchase matches the IP address where the digital goods were downloaded
- Proof the cardholder’s email address provided at the time of purchase matches the email address used to deliver the digital goods
- Proof that the cardholder accessed services from your website after the initial transaction date
All other chargeback responses must include at least one of the following:
- If the merchandise was paid for online but picked up at the store, provide a signed pickup form and proof that the cardholder’s identity was verified.
- If the cardholder shopped for someone else, provide evidence to prove a link between the person who received the goods or services and the cardholder (photographs, emails, etc.)
- If good were delivered successfully, provide proof that they were delivered to the address provided by the cardholder and goods were received in their entirety.
- If services were offered, provide a completion of work order that was approved, dated, and signed by the cardholder.
- If the cardholder claims to have returned merchandise or cancelled services, provide proof that refutes the claim.
- If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
How can I avoid this chargeback in the future?
- Abide by the delivery date you promised.
- Have merchandise ready for pickup at the time you specified it would be available.
- Make sure you accurately describe the services that will be provided.
- Don’t charge the card until the merchandise has been shipped.
- Notify the customer as soon as possible if merchandise is out of stock or the delivery will be delayed.