Start with the carrier scan
Lead with delivered status, delivery date, tracking number, and any signature, delivery photo, city, ZIP, or address match.
When this Shopify template fits
Use it for delivered-order item-not-received disputes where you can connect the Shopify order, fulfillment record, tracking page, address context, policy, and customer messages. If the buyer claims the product was defective or not as described, use the not-as-described workflow instead.
Tie it back to Shopify
Attach the Shopify order, fulfillment timeline, customer-provided address, confirmation email, and status history.
Keep buyer intent out
Do not accuse the buyer. Say what the records show and reference the exact attachment that supports each sentence.
Response wording template
Summary: Shopify order [order number] was placed on [order date], fulfilled on [fulfillment date], and marked delivered by [carrier] on [delivery date].
Delivery evidence: Tracking number [tracking number] shows delivered status for the shipping address provided at checkout. The attached carrier record shows [signature, photo, city/ZIP match, or delivery note].
Shopify record: The attached Shopify order record shows the purchased item, customer-provided shipping address, payment date, fulfillment status, and confirmation history for the same order.
Customer communication: The attached support messages show [short factual summary]. Messages are provided in date order and redacted where appropriate.
Policy context: The attached shipping, refund, delivery-issue, or lost-package policy was visible before purchase and explains [relevant policy point].
Conclusion: Based on the attached Shopify, carrier, policy, and support records, the merchant fulfilled the order and carrier records show delivery. The merchant asks that the dispute be reviewed with the attached evidence.
Evidence order for the packet
- One-page summary with order number, amount, dispute reason, Shopify deadline, and case ID.
- Shopify order detail page with item, buyer-provided address, payment, fulfillment, and status history.
- Carrier tracking page showing delivered status, delivery date, and address/location match where available.
- Confirmation, fulfillment, shipping, delivery, support, refund, or replacement messages in date order.
- Shipping, lost-package, refund, and delivery-dispute policy screenshots that were active at purchase.
Boundary: This page helps organize evidence and response wording. It is not legal advice, is not affiliated with Shopify, does not submit disputes automatically, and does not guarantee an outcome.