“Product not received” — but tracking shows delivered
A 13.1 dispute turns on delivery to the customer’s address, not merely shipment. Build the packet around the delivery event, then show the order, the promised shipping window, and what you did when the customer contacted you.
Turn this into a packet — $10 first month See the fictional 13.1-style sample
The evidence stack, in reviewer order
- Delivery scan at the checkout address. Show the carrier event, date/time, and address match. “Out for delivery” or “shipped” is weaker than an address-level delivered scan.
- Order confirmation. Product, amount, order date, and the ship-to address exactly as entered at checkout.
- Shipping timeframe disclosure. The product-page or checkout wording the customer saw when ordering, preserved as it appeared then.
- Delivery extras. Delivery photo, signature record, GPS/carrier note, or warehouse fulfillment record if you have them.
- Customer-contact timeline. When the customer first said the package was missing and what you offered—replacement, refund path, carrier trace, or reshipment.
A clean 13.1 summary sounds like this
“Order #1042 was placed on March 3 and delivered to the checkout address on March 7 at 11:42 a.m., shown in Exhibit A. The customer first contacted us on March 10; we replied the same day and offered a no-cost replacement, shown in Exhibit C. The dispute was filed on March 18 as product not received.”
That is the shape: dispute type, strongest fact, dates, and an exhibit for each claim. Use your real order facts—not this sample wording as a substitute for records.
If tracking does not show delivered
Only “shipped”
Submit the fulfillment record and carrier history, but do not describe the order as delivered. Show any carrier investigation or customer resolution offer.
Delivered to a different address
Compare the checkout address, label address, and carrier address carefully. If your operation made the error, the honest remedy may be refund or replacement.
Customer says “not mine”
Add any delivery photo, signature, account message, or prior-order address consistency you lawfully have. Keep private data limited to what the dispute requires.