Item Not Received (INR) chargebacks are one of the most common disputes Shopify merchants face. Here's how to win them with the right evidence.

What banks want to see

Full tracking number showing delivery confirmation
Screenshot from carrier website (not just tracking number)
Delivery address matching customer's billing/shipping address
Signature confirmation if available
Timestamp showing when package was delivered

Structure your response

Lead with tracking proof in the first paragraph. State the facts: order number, ship date, carrier, tracking number, and delivery date. Keep it under 500 words.

Common mistakes

Don't write emotional responses or accuse customers of lying. Stick to facts. Don't forget to attach carrier screenshots — the tracking number alone isn't enough.

Win rate expectations

With signature confirmation: 70–85% win rate. With delivery proof but no signature: 50–65%. Without tracking: near-zero chance.