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Library · Chargebacks · How to run this

Damaged in transit is not a not-received fight

How to run thisChargebacks4 steps
GuideDamaged / lost vs not-received — claim map · Calculator lives in the articleOpen

Damaged or lost in transit is a carrier / CS path: exception code, photo, claim, reship, or refund. Not-received with a delivered scan is a bank-dispute fight that lives or dies on that scan. Mixing the two burns the fee and the hour.

Pair: Damaged / lost vs not-received — claim map on Chargebacks. Delivery-scan gate: WISMO tracking. Pack photos before handoff: pre-ship photo. Family packs: evidence by reason.

The fork

Damaged on arrival. Photo + keep-or-return rule. Refund or reship per policy. Open a carrier claim when the contract allows. Do not file this as not-received representment.

Lost / exception, never delivered. No delivered scan. Refund or reship. Carrier claim if the lane supports it. Do not invent an insurance payout percent here.

Delivered scan, shopper says never arrived. That is the WISMO checklist — fight only with the scan, or refund if the unit is still in the warehouse.

Delivered scan, shopper says crushed / wrong item. Often not-as-described or CS — not a not-received pack. Listing and transcript beat a delivery scan alone.

What not to do

Do not fight NR with only a damage photo. Do not paste 3DS into a carrier exception. Do not invent a universal insurance %. Do not treat Amazon A-to-z rules as your DTC carrier claim. Do not skip the warehouse check when tracking never left the dock.

Related: Chargebacks, WISMO, refused / RTS vs NR, evidence by reason, Refunds, RMA cost.

Procedure

  1. Name damage / loss vs delivered-scan not-received.
  2. If exception or never delivered — refund / reship / claim.
  3. If delivered + never arrived — open wismo-tracking.
  4. If delivered + crushed / wrong — match NAS / CS, not NR.

Failure modes

  • Fighting NR with only a damage photo.
  • Pasting 3DS into a carrier exception.
  • Inventing an insurance payout percent.
  • Treating Amazon A-to-z as the DTC carrier claim.

Worked example

None on this page yet. When one lands it will be a real case: what broke, the number, and what changed. Not a composite.

Glossary

Damaged / lost in transit
Carrier exception, crush, or never-delivered parcel. CS refund / reship / carrier claim — not the same door as fighting not-received with a delivery scan.

Work with us — We run this job on your accounts. Services

FAQ

Shopper sent a damage photo — do I fight as not-received?
No. That is CS refund / reship / carrier claim territory. Not-received wants a delivery scan, not a crushed-box photo.
Carrier shows “exception / damaged” and never delivered — fight NR?
Usually refund or reship. You do not have a delivered scan. Do not paste a 3DS pack into a carrier exception.
Is this the WISMO page?
No. [WISMO](/manuals/wismo-tracking) is the scan checklist when the code is not-received. This page is the fork when damage or loss is the story.