Item not received dispute with Australia Post: what to do

You packed it, labelled it, handed it to Australia Post, and watched the tracking tick over to delivered. Then a notice arrives from Shopify. The customer says it never came, their bank has stepped in, and the money has left your payout.

An item not received dispute is the most common claim an Australian online store faces, and it is also the one where good records win most often. This guide explains what the claim really means, what Shopify suggests you send, how to read Australia Post tracking as evidence, and how to decide between refunding, claiming from the carrier and fighting the dispute.

This guide is for you if:

You ship with Australia Post and have a "product not received" dispute open or expect one.
Your tracking says delivered, in transit or "awaiting collection", and you are not sure what each status proves.
You want a pack you can build in under an hour, and a routine so the next one takes less.

Last updated: 9 October 2026. Written by the ChargeFix team. Reviewed against sources on 9 October 2026.

The 30-second answer (TL;DR)

An item not received dispute means the customer told their bank the order never arrived. Shopify's reason is "Product not received".
Shopify suggests you send the fulfilment date and time, billing information, shipping and tracking, and access logs for digital goods. It also auto-uploads a PDF of all fulfilment events.
Delivery proof from Australia Post is the centre of your pack: the delivered status, the date, the address, and a photo or note of where it was left, where one exists.
A tracking number alone shows movement. A delivered scan, a matching address and a photo or message shows arrival.
If the parcel is genuinely lost, refund the customer and claim from Australia Post. Included cover on domestic parcels is up to A$100 plus the postage refund, and you must lodge within 6 months of posting.
If the dispute is an inquiry, a full refund ends it. An open chargeback cannot be refunded.
Files must be PDF, JPEG or PNG, up to 2 MB each and 4 MB in total, with one file per evidence type.

Quick note: "Not received" covers four different stories: it never arrived, it arrived somewhere else, it arrived late, or it arrived but the box was empty. Each needs different evidence, so decide which story you are in before you build the pack.

The item not received dispute at a glance

Question	Short answer
What is the Shopify reason?	Product not received
What does Shopify suggest sending?	Fulfilment date and time, billing info, shipping and tracking, access logs for digital goods
What does Shopify add for you?	A PDF of all fulfilment events, plus order, address, IP and refund records
Strongest carrier proof	Delivered scan with date, matching address, photo or signature
Typical response window	7 to 21 days from filing, in your store timezone
If the parcel is truly lost	Refund the customer, then claim from the carrier

What is an item not received dispute?

An item not received dispute is a payment dispute where the customer says they paid for goods and never received them. The customer contacts their card issuer, the issuer questions the payment, and Shopify passes the case to you as a chargeback or an inquiry.

Shopify lists "Product not received" as one of eight dispute reasons. For this reason, its Help Center suggests you provide:

the fulfilment date and time
billing information
shipping and tracking details
access logs, if the goods were digital

Shopify also says it auto-uploads a PDF of all fulfilment events on the order. That PDF is a timestamped trail of what happened on the order, and it is useful because it comes from the platform, not from you.

Item not received versus not as described

The two are often confused. If the parcel arrived but the customer says it was the wrong item, faulty or empty, the reason is more likely "Product unacceptable". The evidence differs. For not as described, the reviewer wants your product page, photos and messages. For not received, they want delivery proof. Check the reason on the order before you collect anything.

Which version of "not received" are you facing?

The same label hides four different situations. Working out which one applies saves hours.

1. It never arrived and tracking agrees

Tracking is stuck, shows no delivery, or ends at a depot. You probably have a genuine lost or delayed parcel. You cannot prove delivery, because it did not happen. The honest move is to refund and claim.

2. Tracking says delivered, customer says no

This is the hardest case, and it has its own guide: tracking says delivered, customer says no. The parcel may have gone to a neighbour, a mail room, a porch or the wrong unit. Your evidence is the delivery scan, the address match and, where there is one, the photo.

3. It arrived late

The customer disputed before it came, or it arrived after they gave up. If it has now been delivered, your delivery proof and any customer message acknowledging it are strong.

4. It arrived but the contents were missing

The customer received a box but says something was missing. That sits between not received and not as described, and your packing photos and weight records matter. Australia Post's compensation page says a recipient can claim for domestic items received damaged or with missing contents.

What does Australia Post tracking actually prove?

Tracking is a record of scans. Each scan says a parcel was at a place at a time. Not every status means the same thing for a dispute.

Status type	What it shows	Strength as evidence
Label created, not yet lodged	Nothing has moved	None
In transit, at a facility	The parcel is moving	Weak, shows shipment but not arrival
Out for delivery	A driver has it	Moderate, shows it reached the delivery stage
Delivered, with date and address	The carrier records delivery	Strong
Delivered with a photo of where it was left	Delivery plus a location	Strongest, where available
Awaiting collection at a Post Office	Delivery attempted, not completed	Moderate, shows an attempt and a notification card

We have not verified the exact wording of every Australia Post status, so read the statuses on your own tracking page and capture the full page with the date and time visible.

What is Safe Drop and why does the safe drop photo matter here?

Australia Post calls Authority to Leave (ATL) "Safe Drop". According to its business page, the sender sets up the option, it can appear as a checkout choice, and customers can also authorise it through their My Post account while the parcel is in transit. When a driver uses it, the page lists the steps: knock or buzz, check for a safe spot that is not visible from the street and is sheltered, scan the parcel, photograph where it was left, and complete a notification card.

That photo is evidence you can use. It is a record of where the parcel was left at the time. Our guide to authority to leave and safe-place delivery covers when to offer it and how to protect yourself.

The same Australia Post page does not address liability for parcels left under ATL, so we cannot tell you who carries the risk. Check the terms before you rely on it.

What goes in the evidence pack?

Build the pack around three questions the reviewer will ask: did you ship it, where did it go, and did the customer know about it?

1. A cover note

One page, factual, with a timeline. Use this shape:

Customer claim: Product not received. Order: Placed [date], A$[amount], [product]. Shipped: [date] via Australia Post, tracking [number]. Delivered: Carrier records show delivery on [date] to [address], which matches the shipping address on the order. Contact: The customer emailed on [date]. We replied on [date] with [offer]. Evidence: (1) Tracking page. (2) Proof of delivery. (3) Messages. (4) Shipping policy.

2. The tracking page

A screenshot of the full tracking page with the delivered status, the date, and the address or suburb if shown. Include the time the screenshot was taken.

3. Proof of delivery

A photo, signature or safe-drop note if the carrier provides one. This proof of delivery is the item that most often decides the dispute. If the service did not include one, say so honestly in the cover note and rely on the delivered scan and address.

4. Messages

Order confirmation, shipping confirmation, and any messages from the customer. A message like "thanks, it arrived" is the strongest line in any pack.

5. Policies

Your shipping policy and delivery estimates as they stood on the order date, with a screenshot showing the date.

Shopify adds the order record, addresses, IP, fulfilment and refund records, and prior orders. See the full chargeback evidence checklist for file sizes and what to leave out.

Illustration: the file budget

Imagine a A$180 order. These are assumed sizes.

File	Content	Size
1	Cover note	100 KB
2	Tracking page screenshot	600 KB
3	Safe-drop photo or delivery record	900 KB
4	Customer messages, one combined PDF	700 KB
5	Shipping policy screenshot	500 KB
Total		2.8 MB

That sits inside Shopify's 2 MB per file and 4 MB total limits, with one file per evidence type. Links, audio and video are not accepted.

How long do you have?

Shopify's due date is shown on the dispute, usually 7 to 21 days after filing, in your store's timezone, ending at 11:59 PM if no time is shown. Shopify Payments submits automatically on the due date. You can edit evidence until then, and after you click Submit now it is locked.

Illustration: a dispute from order to decision

Date	Event
Mon 5 Oct 2026	Order placed, A$180
Tue 6 Oct	Parcel lodged with Australia Post
Fri 9 Oct	Tracking shows delivered
Mon 12 Oct	Customer emails to say it did not arrive
Mon 26 Oct	Bank files the dispute, A$180 and a A$25 fee taken
Mon 2 Nov to Mon 16 Nov	Your due date falls here, 7 to 21 days after filing
Up to 75 days after you submit	Issuer decides

Notice the gap between the customer's email on 12 October and the dispute on 26 October. That is two weeks when you could have refunded or resolved it. A fast, helpful reply to the first email is the cheapest prevention you have. Our guide to the Shopify chargeback deadline explains every clock.

Should you refund, claim or fight?

Use the situation to choose.

Situation	Best move
Parcel genuinely lost, no delivery scan	Refund the customer, then claim from the carrier
Delivered with a clear photo and matching address	Fight with the pack
Delivered but no photo, address matches, customer silent	Fight if the value justifies your time
Customer admits it arrived or is using it	Fight, and ask them to withdraw the dispute
Dispute is still an inquiry	Consider a full refund, which ends it
Chargeback is open and the parcel is lost	Accept, then claim from the carrier

Our post on whether to accept or fight a dispute gives a break-even table. As a quick guide, at 45 minutes and A$40 an hour your time costs A$30, so a strong pack on a A$180 order pays for itself even at a modest chance of winning.

What should you do in the first 48 hours after the first complaint?

The best time to deal with an item not received dispute is before it exists. Most customers complain to the store first, and the way you handle that first message decides whether a bank ever hears about it.

Hour 0 to 4: read and acknowledge

Open the order, check the tracking, and reply with what you know. Do not wait until you have an answer from the carrier. A reply that says "we have seen this and we are looking into it" already lowers the chance of a dispute.

Hour 4 to 24: gather and decide

Capture the full tracking page, with the date and time of the screenshot.
Look for a safe-drop photo or delivery note on the tracking page.
Check the address on the order against the address on the label.
Decide which of the four versions of "not received" you are in.

Day 2: offer a path

If delivery is recorded, ask the customer to check around the property and with neighbours or a shared mail area, and offer to lodge an enquiry. If delivery is not recorded and the parcel is overdue, offer a refund or a replacement. Put the offer in writing, because your messages become proof that you tried to fix it.

Why speed matters in dollars

Illustration: a A$180 order. A reply on day one that ends in a refund costs A$180. A customer who goes to their bank first, with you losing, costs A$180 plus the A$25 fee, 45 minutes of your time (A$30 at A$40 an hour) and a point in your chargeback rate, so A$235 in total. Those are assumed figures, and they show why fast and generous often beats slow and right.

What does the card issuer see that you do not?

Understanding the reviewer helps you build a better pack. The reviewer sees a short summary from the customer ("I did not receive my order") and a response from you. They typically cannot see your inbox, your carrier portal or your warehouse. Everything they weigh comes from the files you upload and what Shopify adds.

That has practical consequences.

Your proof must stand alone. A tracking screenshot should show the date, status and address without needing explanation.
Your cover note should name each file. The reviewer then knows where to look.
Gaps are noticed. If the pack has no delivery proof and no messages, the reviewer will read the silence as weakness.
Dates carry weight. Every screenshot with a visible date is easier to trust.

Worked scenarios: three not received disputes

All figures are assumed, and the dates are illustrations.

Scenario 1: delivered with a photo

A customer in Brisbane disputes a A$140 order. Tracking shows delivered on Friday 9 October 2026, and the safe-drop photo shows the parcel on a covered porch. The address matches the order.

Move: fight. Attach the tracking page, the photo, the cover note and the shipping policy. Strong proof for 45 minutes of work, with A$165 at stake including the fee.

Scenario 2: stuck at a depot

A customer in a regional town disputes a A$95 order. Tracking has not moved for 12 days and ends at "arrived at facility".

Move: refund if it is still an inquiry, accept if it is a chargeback, and lodge a claim with Australia Post. You cannot prove delivery, and the evidence is against you.

Scenario 3: delivered, no photo, customer silent

A customer in Adelaide disputes a A$210 order. Tracking shows delivered, the address matches, there is no photo, and the customer never replied to your two messages.

Move: fight if the value justifies it. At A$210 plus the fee, a strong cover note, the delivered page and your unanswered messages make a reasonable pack. Ask Australia Post for any further delivery record you can get before the due date.

How do you make a carrier enquiry that helps your dispute?

When a customer says a delivered parcel never arrived, a carrier enquiry does two jobs. It may locate the parcel, and it creates a dated record that you took the claim seriously.

Have your details ready: tracking number, sender and recipient addresses, date of lodgement and proof of lodgement.
Describe what happened in two lines: the scan says delivered on a date, the customer says not received.
Ask for specific records: any delivery photo, the delivery location, and the scan details.
Keep the reference number and note the date.
Share the outcome with the customer. It shows good faith.

Australia Post's compensation page says online purchase claims are assessed case by case and suggests contacting the seller first, so expect questions from both directions. Ask for proof of delivery in writing where you can, and save whatever you receive as a PDF or image under Shopify's 2 MB limit.

What if the parcel is really lost?

If tracking never reached delivery, the parcel is lost, delayed or misdirected. You cannot fight a dispute you cannot answer, and you should not try.

Refund the customer if the dispute is an inquiry or not yet filed. Shopify says a full refund ends an inquiry. An open chargeback cannot be refunded.
Claim from Australia Post. Its compensation page says the sender can claim for lost domestic items. Included cover on domestic parcels is up to A$100 plus a postage refund, and Extra Cover is available up to A$5,000 in A$100 steps. You must lodge within 6 months of posting and you need proof of lodgement.
Record the cause so you can adjust packaging, service or cover next time.

We cover the money side in detail in the post on who is liable when a parcel is lost in transit.

Illustration: a lost A$180 parcel

Goods cost A$90, postage A$12, and you bought no Extra Cover.

Item	Amount
Refund to the customer	A$180
Claim from Australia Post, up to	A$100 + A$12 postage = A$112
Net cash lost if the claim succeeds in full	A$180 - A$112 = A$68
Net cash lost if the claim is refused	A$180

If the claim pays in full, you are still A$68 short of the sale price. With Extra Cover to match the goods value, the claim would have covered more. We do not state the price of Extra Cover, because we did not verify it. Check Australia Post's current rates.

Do you lose the money and the product?

If a not received dispute ends in a loss, yes, in most cases: the amount and the fee are gone, and the product is either with the customer or lost in the network. The full cost, with a worked example in A$, is in our guide on whether you lose the money and the product in a chargeback.

How do you stop item not received disputes happening?

Shopify's preventing chargebacks page recommends shipping soon, giving tracking and realistic estimates, notifying customers of delays, and packing well. In practice:

Send tracking in the shipping confirmation. Customers who can see the parcel rarely call their bank.
Set realistic delivery estimates. An estimate you beat is better than one you miss. Remote areas and peak periods take longer.
Email as soon as you know about a delay. One short message prevents most of these disputes.
Offer a clear route to contact you. Customers who cannot reach you go to their bank.
Choose services with tracking and delivery records for higher-value orders. A cheap untracked option saves postage and costs you the dispute.
Think about Extra Cover. For items over A$100, included cover leaves a gap.
Use a recognisable descriptor. It stops "unrecognized" disputes that look like not received claims.

A reply for the first "where is it?" email

Hi [name], thanks for letting us know. Your order shipped on [date] with Australia Post, tracking [number]. The latest status is [status]. If it has not arrived by [date], reply here and we will either chase it with Australia Post or refund you, whichever you prefer.

A reply when tracking says delivered

Hi [name], our records show your parcel was delivered on [date] to [address]. Could you check with neighbours, a shared mail area or a safe spot at your property? If you cannot find it, tell us and we will lodge an enquiry with Australia Post and keep you updated.

Both messages are factual and kind. They also become evidence.

How does the rate come into this?

Every dispute counts toward your chargeback rate, whether you win or lose. Shopify's monitoring page says the rate counts all disputes customers open on eligible Shopify Payments transactions, and a high rate can lead to an account health notification, then a reserve or NDRP enrolment. In NDRP the fee in Australia is A$25 per auto-resolved dispute, and there is no evidence step. Delivery problems are the biggest driver of disputes for most physical stores, so fixing them is the best way to protect your rate. See Shopify chargeback rate and account health.

What's different for Australian merchants?

Distance and remote delivery. Long transit times and remote addresses raise the risk of delays, and delays trigger disputes. State realistic times at checkout.

Australia Post's own terms matter. Claims go through the sender for lost domestic items, with a 6 month lodgement limit and a proof of lodgement requirement. Items that are not adequately packed, and consequential or indirect loss, are not covered. Check the full terms before relying on cover.

The customer's window is long. NAB gives cardholders up to 120 days for Visa and Mastercard disputes, varying by reason, and 210 days for eftpos. CHOICE reports the window can run from the expected delivery date, with an outer limit of 540 days for Visa. A not received dispute can reach you months after the sale, so keep your records.

Consumer law sets a baseline. The ACCC's guidance on repair, replace, refund covers failed consumer guarantees on goods, and says "no refund" signs do not override consumer rights. That page does not address who bears the risk of a parcel lost in the post, and we have not verified that, so do not rely on a "buyer's risk" term to avoid a refund.

Local dates and money. Use A$ and write dates in full, such as 12 October 2026, so the reviewer cannot misread day and month.

Common mistakes

Sending a tracking number and nothing else

A number shows a parcel existed. A screenshot of the delivered page with date, address and photo shows it arrived.

Skipping the customer's messages

Messages often settle a case. Collect them first.

Fighting a genuinely lost parcel

If tracking never reached delivery, you cannot win and should refund and claim.

Waiting for the carrier before replying

The customer is waiting on you, not on the carrier. Reply, then chase.

Forgetting the claim window

Australia Post's page says to lodge within 6 months of posting. Do not leave it.

Relying on a policy that says "no refunds for lost parcels"

Such a line may not protect you. We have not verified how a card issuer treats it, and the ACCC says terms cannot override consumer rights.

Missing the due date

Evidence is locked after submit, and Shopify submits for you on the due date. Aim to submit two business days early.

What we could not verify

Australia Post tracking status wording in every case. Check your own tracking page.
Whether a safe-drop photo is taken on every delivery. The business page describes it as a driver step, not a guarantee for every parcel.
Who bears the risk of loss for ATL parcels. The page does not address it.
The price of Extra Cover.
How a card issuer weighs a safe-drop photo versus a signature.
How weekends and public holidays affect Shopify due dates.

Where a decision depends on one of these, ask Australia Post or Shopify Support and keep the reply.

Frequently asked questions

What is an item not received dispute on Shopify?

It is a payment dispute where the customer tells their bank the order never arrived. Shopify labels the reason "Product not received". You respond with fulfilment details, tracking and delivery proof by the due date, usually 7 to 21 days after filing, and the card issuer decides.

What evidence wins a product not received dispute?

Delivery proof carries the most weight: a delivered scan with date, a matching address, and a photo or signature where one exists. Add any customer message acknowledging receipt. Shopify auto-uploads a PDF of fulfilment events. Nothing guarantees a win, because the card issuer makes the decision.

Does Australia Post provide proof of delivery?

Its Safe Drop process includes photographing where the parcel was left, and tracking shows the delivered scan. We could not confirm that every service includes a photo or signature, so check the options on your tracking page and ask Australia Post for the delivery record.

What if tracking says delivered but the customer says no?

Check the address, ask the customer to look around the property and with neighbours, and gather the delivery scan and any photo. If you have solid proof, fight. If you do not, consider a refund. Our dedicated guide to this case covers the steps.

Can I refund a customer during a chargeback?

No. Shopify says an open chargeback cannot be refunded. For an inquiry, a full refund ends it, while a partial refund does not. If the customer drops the dispute, they can ask their bank for a withdrawal letter, which takes 30 to 90 days or more.

How much does Australia Post pay for a lost parcel?

Its compensation page lists included cover on domestic parcels of up to A$100 plus a postage refund, with Extra Cover available up to A$5,000. The sender claims for lost domestic items, must lodge within 6 months of posting and needs proof of lodgement.

Do I have to refund the customer if Australia Post lost the parcel?

Treat it as yes in practice, because the card issuer will usually expect you to deliver or refund. We have not verified the legal position on risk in transit, so ask a professional if the amount is large. Refund first, then claim from the carrier.

How long do customers have to dispute a delivery?

Often up to 120 days for Visa and Mastercard, varying by reason, and 210 days for eftpos at NAB. CHOICE reports it can run from the expected delivery date, with an outer limit of 540 days for Visa. Keep delivery records for several months.

Should I fight every not received dispute?

No. Fight when you have a delivered scan, a matching address and ideally a photo or message. Refund or accept when the parcel is truly lost. Compare your time cost with the value, as set out in our accept or fight guide.

Start free trial with ChargeFix

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