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Disputing a "merchandise not received" transaction
Disputing a "merchandise not received" transaction

If you ordered merchandise but it never arrived, follow these steps before initiating a chargeback.

Joel avatar
Written by Joel
Updated over a week ago

If you ordered merchandise but it never arrived, follow these steps before initiating a chargeback.

Determine Reason not Received

If it was shipped by the retailer, but lost by the carrier, click here to follow the steps to dispute with the carrier.

Gather Information

Ensure you have the following:

  • Retailer Contact

  • Email associated with the order ID

  • Amount Paid

  • Slash Transaction ID number

  • Last four digits of affected card number

  • Date of the transaction

  • Product Information (SKU, Brand, Model, Color, Size, Variant, Tracking Number if provided and the expected Delivery Date)

  • Purchase Order, Receipt or Invoice for the original order

  • Expected delivery date

Contact the Retailer

Contact the retailer requesting a refund or for a status update on the merchandise. Ensure that you save all communications with the retailer as you will need to show a good faith attempt to contact them in order to submit the dispute.

This could lead to one of two scenarios, the first being that the retailer sends a refund or resends the package and you don’t need to initiate a chargeback. The second is that the retailer does not provide a refund or shipment. Take proof of the conversation (screenshots, timestamps, chat transcripts) and submit your chargeback request using the link below.

Initiate Chargeback

To initiate the chargeback, fill out this form with all the information gathered above. It is important that you be as detailed as possible. Short answers, missing dates and/or supportive evidence will make it harder for you to win the dispute. Slash does not investigate disputes directly. The details you provide are submitted to the card network for their investigation. Please do not use terms or phrases that are associated with the reseller community, use language that a non member of the reseller community would understand. Do not submit multiple transactions in a single form.

When submitted disputes can take up to 4 months to get a resolution from the card network. We may reach out for more evidence if the card network requests it. Think of this dispute as an online court case between you, the merchant, and the card network as the judge.

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