Rétrofacturation pour marchandise non reçue : le guide le plus complet à l'intention des commerçants en 2026

An item not received chargeback is a dispute alleging that purchased goods or services were not provided as agreed. The merchant’s response should connect the disputed payment to the promised delivery or service date and the actual fulfillment record.

Distinguish Non-Receipt From Other Claims

Non-receipt can concern an entire order, part of a shipment, digital access, or an unperformed service. It is different from receiving something that did not match its description or disputing authorization of the payment.

Do not classify every non-receipt complaint as friendly fraud. A carrier delay, incorrect address, failed digital entitlement, or cancellation can create a valid complaint. A delivered status is a record to investigate, not proof of customer intent.

Use the Actual Code and Claim

Visa uses condition 13.1 for merchandise/services not received. Mastercard’s current merchant guide includes goods/services not provided within its cardholder-dispute framework, including 4853. Legacy or provider-specific labels can differ, so do not use 4855 as the universal current code for all non-receipt claims.

Consult the Visa merchant dispute guide and Mastercard merchant chargeback guide alongside your notice. The reason-code guide explains why the claim and subtype matter.

Match Evidence to the Fulfillment Model

Investigate Before Deciding to Challenge

1. Match the dispute amount and payment ID to the order.
2. Identify what the customer says is missing and the promised date.
3. Check whether delivery or service actually occurred.
4. Review address changes, failed access, carrier exceptions, and support messages.
5. Check completed refunds and replacement orders.
6. Choose acceptance or a supported challenge based on the records.

For a hypothetical split order, the customer may have received one parcel while the disputed item was still in transit. A response showing only the first parcel’s delivered status would not answer the missing-item claim. Map each disputed item to its own fulfillment record.

For digital products, use the digital goods evidence guide to distinguish access granted from actual use. For physical goods, explain any difference between the checkout address and the delivery destination.

Use the Case Deadline and Relevant Dates

The filing window can depend on when goods or services were expected, not just the payment date. The merchant’s response deadline is a separate clock. Use the cutoff displayed by your provider rather than a generic network-day count.

Retain the promised date, any agreed change, and the actual fulfillment date. Do not silently replace the original promise with a later estimate when building the timeline. The chargeback process guide explains submission ownership and confirmation.

Keep Buyer Protection and Chargebacks Separate

A marketplace or payment platform may assess a buyer-protection request under its own terms. A card chargeback follows the issuer’s dispute process. Coverage under one process does not automatically establish coverage under the other.

Check the applicable protection terms and whether a refund has already been completed. Use refund reconciliation to avoid duplicate credits. Do not assume a customer’s report of withdrawal closes an active card dispute.

Build a Clear Submission and Fix Repeated Failures

Present the relevant order, fulfillment, and communication records in date order with a short explanation of what each establishes. Use the representment guide and evidence standardization checklist to keep identifiers consistent.

After resolution, review complaints by carrier, product, digital entitlement process, and promised service date. Improve the specific failures instead of making every order harder to complete. If evidence collection needs coordination, explore Chargeflow’s automated recovery workflow.

Foire aux questions

Does a tracking number prove an item was received?

A tracking number identifies a shipment. Its status, delivery destination, and connection to the disputed item determine what it can establish about receipt.

Can digital goods receive item not received disputes?

Digital goods can receive non-receipt disputes when access or delivery is alleged to have failed. Review entitlement, access instructions, system events, and support records.

Is Mastercard 4855 always the current non-receipt code?

Do not treat 4855 as a universal current code. Mastercard’s cardholder-dispute framework includes goods/services not provided under 4853, and the actual notice and subtype should guide the response.

What if only part of an order was received?

For partial receipt, identify the disputed items and match each to its shipment or service record. Reconcile the disputed amount with any completed partial refund.