Chargeback / Claim Template (shipped
but not delivered)
[First Name and Last Name] ordered on [exact date]
We sent them their order confirmation on [same date as before] (same day).
We have also sent them an email directly, in which provides tracking information on their order
and informs them of our [Number Of Weeks] shipping time. We received no response.
[Firstname’s] order has already been shipped, and tracking information was available 3 days
after their order. We inform all customers that they are able to track their order on our "FAQs"
page, as well as on all of our product pages.
Link here: [FAQs Page Link]
Here is a link to their current order's tracking, it is in transit right now. We have also provided a
picture with the tracking information
[Insert tracking link]
We ship directly from our manufacturer, and this leads to our shipping times being [Number Of
Weeks]. We make our shipping times extremely clear on our website, product page, FAQs page,
and the emails we send.
Here is a link to our product page, at the end states our expected shipping times. [Product page
link]
Our FAQs page also clearly states our shipping times as well, link above.
[Additionally, our platform (Shopify) shows this order as a low risk transaction. Shopify
categorizes each order into 3 categories (low, medium, and high) based on the order's fraud
rate. This order was categorized as a "low" rate. We do not fulfill medium or high risk
transactions.]
We do our very best to be transparent about our shipping times. This is likely the reason the
customer issued this order as [chargeback reason].
We reached out to this customer via email, as well as when their order was confirmed. We really
value a good customer experience, and that is why we provide multiple ways for our customers
to track their package, and were upfront on how long it takes to arrive.
Their order is currently being shipped to them right now.
Thank you,
[Your Personal Name]
Chargeback / Claim Template
(delivered)
[First Name and Last Name] ordered on [exact date]
We sent them their order confirmation on [same date as before] (same day).
We have also sent them an email directly, in which provides tracking information on their order
and informs them of our 1-4 week shipping time. We received no response.
[Firstname’s] order has already been shipped and delivered. Parcel tracking information was
available 3 days after their order. We inform all customers that they are able to track their order
on our "FAQs" page, as well as on all of our product pages.
Link here: [FAQs Page Link]
Here is a link to their current order's tracking, it has already been delivered. We have also
provided a picture with the tracking information
[Insert tracking link]
We ship directly from our manufacturer, and this leads to our shipping times being [Number Of
Weeks]. We make our shipping times extremely clear on our website, product page, FAQs page,
and the emails we send.
Here is a link to our product page, at the end states our expected shipping times.
[Product Page Link]
Our FAQs page also clearly states our shipping times as well, link above.
We do our best to inform all customers of our shipping time, and this is likely the reason [First
Name] filed this order as [chargeback reason].
However, [First Name’s] order has already been shipped and delivered. We have provided a
picture above that shows their order was delivered to the given address on [Date].
We've reached out to this customer via email, as well as when their order was confirmed. We
really value a good customer experience, and that is why we provide multiple ways for our
customers to track their package, and was upfront on how long it takes to arrive.
[First Name’s] order has already been shipped and delivered as of [delivered date]
Thank you,
[Your Name]
Notes:
● This template can be used for both Chargebacks / PayPal Claims
● This template is to ONLY be used when a CLAIM on PayPal is filed, not a dispute. A
claim is sent directly to PayPal, while a dispute you are in conversation with the
customer. Only use this template for claims on PayPal, or chargebacks
● These two templates solve the two biggest reasons a customer may open a
chargeback/claim, but if a customer files one for a different reason, change up some of
the words
● I say multiple times in this template that I make my shipping time obvious, which is true.
On my store, I make sure to include my shipping time on my product page, FAQs page,
as well as in emails in my post-purchase sequence. This not only minimizes customer
service emails, but reduces charge backs as well.
● The words in bold should be replaced with your information
● I always include at least 3 screenshots
1) Email to customer informing them of your shipping time, or if their order has always been
delivered
2) A second email to the customer, basically re-stating what was said in the previous email
3) An email with a picture of the order’s current tracking
Note: If you haven’t sent the customer emails 1 and 2, just send them email 1 first, and wait 24
hours to send them email 2. Then use evidence of these two emails that you sent to them in the
chargeback / claim response