Proof of delivery can help establish where a parcel went. It does not necessarily establish who authorized a payment or whether every customer concern was resolved.
Read the reason before reviewing the tracking
A product-not-received dispute asks a different question from an unauthorized-payment dispute. Delivery to the checkout address may be relevant, but it cannot answer every reason for a chargeback.
Keep the original dispute reason alongside the order and customer messages. Avoid treating every delivered-order chargeback as dishonest behavior: fraud, delivery errors, returns and genuine product issues can produce different facts.
Look beyond a delivered label
Review the available carrier record, delivery address and date. A parcel scan may leave questions about the recipient, a safe place, an incorrect address or a shipment containing only part of the order.
Commerce Recovery helps you bring the available Shopify order and evidence into the case review. It does not turn a tracking label into a guarantee of recovery.
- Match the shipment to the exact order.
- Check delivery exceptions and the customer’s account of events.
- Review partial shipments, returns and refund history.
- Record unresolved questions before approving any communication.
Choose a proportionate next step
Some cases need a conversation. Others need a return or refund issue resolved, or should be excluded from recovery. Where a further payment request is appropriate and supported, review it individually before it goes to the customer.
The website and connected Shopify app use the same case history. You can inspect messages, payment records and stops together, rather than managing a second recovery sequence.
Start with the lost chargebacks already in your Shopify app
Install or open Chargeback Recovery in Shopify, authorize your website workspace and sync the available chargebacks. Then select Show chargebacks and work through the cases needing review.
Read the detailed proof-of-delivery guide below if you want to understand why evidence and outcomes can differ. The guide explains the distinction without promising a new appeal or a guaranteed repayment.
Sources and scope
Provider guidance can change. Check the original Shopify record for the current status and available actions. This page explains the product workflow; it does not determine whether a customer legally owes money.