Answer a not-received claim with the actual delivery records

Define what the nonreceipt claim actually covers

Read the actual case reason and any accompanying buyer statement before selecting files. Determine whether the report concerns the whole order, a particular item or one parcel within the order. Do not infer that a scan for one shipment answers a complaint about another shipment or a missing remainder.

Match the case payment to the store order in authorized records, then identify the order lines the response needs to address. If the case scope is unclear, preserve its wording and ask the provider which issue the response must answer. A delivery file should support the stated claim response, not merely show that the business sometimes ships goods.

Identify whether the case is a formal dispute or an inquiry and record its actual response deadline. Stripe distinguishes accepting or challenging a formal dispute and states that accepting an inquiry does not resolve it. Preparing delivery records does not itself choose either response.

Connect each item to a parcel and a carrier event

Use genuine fulfillment records to connect the affected item and quantity to the parcel reference. Compare the dispatch record, shipping label and carrier history where they exist. Each answers a different part of the chain: which goods the merchant recorded as packed, which destination the parcel was addressed to, and which events the carrier recorded.

A label alone identifies a planned shipment; use actual carrier events to describe what happened after that. If tracking shows only acceptance or transit, report that event without calling it delivery. If the order used several parcels, preserve a separate item-to-parcel association for each relevant shipment so one delivered parcel does not stand in for the whole order.

Compare the order destination with the shipment destination inside authorized systems and record whether they match, differ or cannot be fully compared. If the carrier view displays only part of the destination, state that limit. A matching region is not a verified complete-address match.

Where a dispatch record or item-to-parcel link is missing, keep the missing link visible. Do not add a new historical event, reuse another order's tracking or assume that a store's fulfillment label is a carrier confirmation. The evidence is stronger as an accurate bounded account than as an unsupported claim of complete delivery.

Make the carrier evidence reviewable on its own

Stripe's guidance recommends carrier tracking and delivery confirmation for physical goods. It also states that card issuers do not follow links, so a tracking URL alone is not the evidence an issuer can review. Preserve a readable screenshot of the relevant authentic carrier record and use the provider's actual evidence controls to include it.

Keep enough context for the record to be identifiable: the carrier, the relevant shipment reference, the event wording and time, and the destination information the carrier actually displays. Preserve the original capture and capture date privately. A screenshot is a record of what the carrier displayed when captured; it should not be rewritten to supply facts absent from that record.

Keep the submission requirements separate from this worksheet. The case owner's provider specifies the accepted files and submission process. Use its current case instructions rather than treating an arbitrary local folder, a public tracking link or an email to an agency as evidence already delivered to the issuer.

State the delivery finding and the unresolved report together

If the carrier records a delivered event and the buyer still reports nonreceipt, include both facts in the case preparation. Describe the exact unresolved issue from the buyer's real report, without inventing a reason for it. A carrier status alone does not show that the named buyer personally received the parcel or that every ordered item was inside it.

Select the relevant communication records and keep their context. Explain how each delivery record bears on the allegation and where its support stops. If the evidence reaches only dispatch or transit, say so; if only some disputed items have linked delivery records, distinguish those items from the unresolved ones.

Stripe allows the evidence response to be submitted once and does not allow editing afterward; the issuer decides the outcome. Before the authorized owner submits, check the saved response against the mapped items, genuine carrier files and remaining contradictions. Use the deadline shown on the case. An ongoing carrier inquiry or buyer conversation does not establish extra response time.

A Prism checkout or order-operations consultation can start with a non-sensitive description of the missing handoff or evidence gap. Confirm any dispute-support scope, responsibilities, fees and terms before work. The consultation does not submit the response or promise an issuer result.

Nonreceipt evidence map

Map the actual disputed items to the authentic shipment records. Repeat the item and shipment rows when the order has multiple parcels. Use non-sensitive aliases and comparison results here; retain full references, screenshots, messages and addresses only in authorized systems. A completed map establishes evidence coverage, not a dispute outcome.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.