Strategies to Win 'Product Not Received' Disputes
What’s the key to winning disputes according to Stripe data?
1What Are 'Product Not Received' Disputes?
'Product not received' disputes occur when customers claim they didn’t receive the product they paid for. These are the most common non-fraud dispute category on Stripe. For businesses, determining which claims are valid can be challenging, as some customers genuinely didn’t receive the product while others mistakenly file disputes.
2The Impact of Providing Delivery Information
For businesses selling physical goods, providing delivery confirmation as evidence increases win rates by 27%. Adding a GPS delivery map boosts this by an additional 15%, and including a recipient signature adds another 2%. Combined, these three pieces of evidence result in a 44% higher win rate.
3The Importance of Timing in Evidence Submission
Submitting evidence after delivery confirmation increases win rates by 27%. However, evidence submitted while the package is still in transit only improves win rates by 2%. This highlights the critical importance of timing when responding to disputes.
4Evidence Submission for Digital Goods
For businesses selling digital goods, providing usage logs and activity records increases win rates by 10%. Service documentation adds an 8% boost. This mirrors the trend seen with physical goods, where specific evidence is more effective.
5The Impact of Refund Evidence
Providing proof of a full refund issued through Stripe increases win rates by 63% for digital goods businesses. However, refunds issued via other channels, such as store credit, only improve win rates by 6%. This suggests that refunds processed through payment processors are more reliable.
6Stripe’s Smart Disputes Solution
Stripe’s Smart Disputes solution automates these best practices, helping businesses save time and protect revenue. Using AI, it assembles tailored evidence packets, eliminating the need for manual effort in each dispute.
Original article: Stripe Blog — Ürün Teslim Edilmedi İtirazlarında Kazanma Stratejileri