AI BriefingEvidence Analysis That Boosts Win Rates in Corporate 'Product Not Received' Disputes
Key point
Delivery confirmation information and proper submission timing decisively increase win rates in 'product not received' disputes.
Details
Stripe analyzed 1 million dispute cases over 16 weeks and identified the key factors that increase win rates in 'Product not received' disputes.
For companies selling physical products, submitting Delivery confirmation evidence resulted in a 27pp higher win rate compared to not submitting it. Adding a GPS delivery map on top of that increased the win rate by another 15pp, and including the recipient's signature as well brought the total win rate increase to 44pp.
The timing of evidence submission is also very important. Submitting evidence after delivery was completed resulted in a 27pp higher win rate than submitting it while delivery was incomplete. On the other hand, submitting while the item was still in transit only increased the win rate by 2pp. Therefore, if the dispute response deadline allows, it is strategically advantageous to submit evidence after delivery completion has been confirmed.
For digital products, submitting the customer's digital activity and usage logs as evidence was shown to increase the win rate by 10pp.
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