Countering 'Product Not Received' disputes

Preparing evidence to submit to the banks for review

Erik Dreyer avatar
Written by Erik Dreyer
Updated yesterday


Goodshuffle does not decide who wins or loses a dispute. We work with you to compile evidence and submit it to the proper financial partners and card issuers.

Reason for Dispute

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

How to respond

The first thing you should do is contact your customer. Understanding why they filed the dispute will be important for helping make sure your customer gets the product and will give you critical information to prevent this from happening to others.

If you wish to counter the dispute you will have to submit evidence for the banks review. This is what signals to the banks that you don’t accept the dispute and want to have the funds returned to you.

Required to overturn dispute

Prove that the customer received a physical product or offline service, or used a digital product or online service. This must have occurred prior to the date the dispute was initiated.

Submitting Evidence

You can submit evidence by locating the dispute record on the billing tab of the project and clicking the "Counter Dispute" button. This will take you to a dedicated page where you will fill out the available form fields and attach any files you have based on the types of evidence below. Review our Formatting Files article for best practices.

Types of Evidence

  • Customer Communication: Evidence (for example, photographs or emails) to prove a link between the person receiving products and the cardholder, or proving that the cardholder disputing the transaction is using the service.

  • Customer Signature: Evidence that the person who signed for the products was authorized to sign for—or is known by—the cardholder.

  • Service Date / Documentation: Documentation showing proof that a service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear human-readable format. This could include a copy of a signed contract, Receipt of Goods and Services, or other form of written agreement.

Other Types of Evidence

  • A signed order form for products purchased by mail or phone order

  • Evidence that the transaction was completed by a member of the cardholder’s family or household

  • Evidence of one or more non-disputed payments for the same products

  • For recurring payments, evidence of a legally binding contract held between your business and the cardholder, that the cardholder is using the products, and of any previous payments not disputed

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