What information do I need to provide to PayPal if I receive an Issuer Chargeback for an Item Not Received (INR)?

If you receive an Issuer Chargeback for an Item Not Received (INR), please respond to us promptly with the following details.

For tangible items delivered via a shipping or a postal service

• All tracking details, including shipping company, shipping label and signature received, particularly evidence that shows the ‘last mile’. Including the recipient's street address, not just the zip or postcode, particularly where that code represents a large geographical area.
• If multiple items were purchased, provide an itemised list of items on the invoice.

For intangible items or services

• Any compelling evidence that proves to the buyer and PayPal that an item was delivered, used or provided, or that service was completed.
• The evidence must be tied to the PayPal customer (i.e., name, street address, email address, PayPalTransaction ID or some other identifier we can find in our transaction details – such as an invoice ID).
• The evidence must be tied to the PayPal customer (i.e., name, street address, email address, PayPalTransaction ID or some other identifier we can find in our transaction details – such as an invoice ID).
• The evidence clearly shows the fulfilment of the transaction in that the customer either benefitted from the transaction or had an opportunity to do so in accordance with the terms and conditions of the service.
• Any terms and conditions that apply to the purchase and which the Seller is relying on should be provided to PayPal, and PayPal is informed of how the customer agreed to these terms and conditions.
• The seller should provide a clear explanation as to which component or part of the evidence is relevant and how it verifies the transfer of the goods or completion of the service.
• Any other relevant details related to the transaction.