Why did I lose a chargeback when I had proof of delivery?

Check the reason code first

The reason code on the dispute says what the bank is asking. Visa 13.1 (merchandise not received) and Visa 10.4 (fraud, card not present) need completely different proof.

• Not received (Visa 13.1, Mastercard 4853): carrier tracking with a delivery scan to the address on the order is the core evidence.
• Fraud (Visa 10.4, Mastercard 4837): delivery shows where a parcel went, not who authorized the payment. The evidence that ties the cardholder to the purchase is AVS and CVV results, 3-D Secure, the checkout IP address and device, and earlier undisputed orders from the same customer. For Visa 10.4, two qualifying earlier transactions can support Compelling Evidence 3.0.

When delivery proof was the right evidence

For a not-received claim, check what the bank actually saw:

• A tracking number or fulfillment status alone is not proof of delivery; attach the carrier's delivery scan.
• The delivery address should match the one the customer entered at checkout, ideally the billing address.
• Tracking for a different address, or a partial shipment, needs an explanation.
• Messages where the customer acknowledges receipt, or later use of the item or service, strengthen the case.

What you can do now

On Shopify Payments there is no appeal once you lose. Elsewhere, later stages run between the banks and the card network (see pre-arbitration). For the next dispute, answer the reason code rather than the customer's story, and submit before the processor's deadline. Verdikx shows a playbook for each reason code and marks every evidence item Available, Partial or Missing before you submit; the bank still decides.

Reason codes this answer covers

• Visa 10.4: Other Fraud: Card-Absent Environment: sometimes winnable
• Visa 13.1: Merchandise/Services Not Received: often winnable
• Mastercard 4837: No Cardholder Authorization: sometimes winnable
• Mastercard 4853: Cardholder Dispute: sometimes winnable