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, provided, or that service was completed.
• The evidence must be tied to the PayPal customer (i.e., name, street address, email address, PayPal Transaction 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, as the customer either benefitted from it or had an opportunity to do so under the terms and conditions of the service.
• Any terms and conditions that apply to the purchase and which the seller relies on should be provided to PayPal, and PayPal should be informed of how the customer agreed to these terms and conditions.
• The Seller has clearly explained which component or part of the evidence is relevant and how it verifies the provision of the goods or completion of the service.
• Any other relevant details related to the transaction.