Defense Requirement - Goods Not Received

Merchandise:

• Description of the goods.

• Invoice.

• Signed proof of delivery and an AVS match.

• Proof that the cardholder did not return the merchandise.

• Communication where the cardholder confirms the possession of the goods.

• Explanation of why the shipment was delayed (if applicable).

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).

Digital Goods:

• Description of the digital goods.

• Invoice.

• Confirmation email and other relevant personal information that links to the cardholder.

• The date and time the goods were purchased and downloaded.

• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).

• Record of previous non-disputed payments by the same customer.

• Proof that the cardholder did not try to contact you to resolve the problem, such as a screenshot of an empty email or phone queue with their details filled out.

Services:

• Description of the service.

• Invoice.

• Confirmation email.

• Proof that the cardholder received the service at the agreed date and time.

• Proof that the notice of upcoming billing was sent to the cardholder 10 days before the transaction (in case of subscriptions).

• Communication with the cardholder after the payment.

• Proof that the cardholder did not try to contact you to resolve the problem (screenshot of an empty email or phone queue with their details filled out).