What does it mean?
Dispute type "Product not received" means that the guest raised a dispute claiming that the guest did not receive the product or the service the guest made payment for.
How can you overturn the dispute?
You must be able to submit evidence that the guest received a physical product or offline service, or made use of a digital product or online service. This must have occurred prior to the date the dispute was initiated.
How to respond?
As the first step, we strongly recommend that you get in touch with your guest and understand what their complaint is. Understanding why the guest filed the dispute will be important for helping make sure your guest receives the product or service and will give you critical information to prevent this from happening to others.
If you are able to resolve the issue with your guest, you can ask the guest to withdraw the dispute.
Note: Having the guest withdraw the dispute is by far the best way for you to make sure the product not received dispute is resolved in your favor.
- If the guest agrees to withdraw the dispute: Submit evidence that the guest agreed to withdraw the dispute (including any email correspondence).
- If the guest does not agree to withdraw the dispute: Submit as much evidence as you can to make a case that the guest received the product or service.
Important: It is not possible to issue a refund while a payment is under dispute.