When a customer tells their bank a package never arrived, many merchants submit the carrier's tracking number and expect that to settle it. The dispute usually comes back lost. Banks tend to discount a tracking number on its own. With the right additional records, many of these cases can be won.
In Visa's terms this is 13.1, the dispute reason (the code on your notice) for merchandise or services not received by the agreed delivery date. The customer's bank wants to know whether the delivery address connects to the customer. Tracking shows a parcel reached an address. It says nothing about who lives there, and the bank decides the case on that gap by default.
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Visa's compelling-evidence rules for 13.1 are more flexible than most merchants expect. A carrier tracking record showing complete delivery, together with an Address Verification Service (AVS) result of "Y" or "M" on the original payment, is sufficient on its face. Visa does not require a signature when AVS (the billing-address check) matches. Each piece is weak alone: tracking without AVS suggests a parcel sent to an unverified address, and AVS without tracking shows a verified address with no proof of shipping. Together they show the bank confirmed the address and the carrier delivered there.
Signature confirmation, photos of the package at the door, and the buyer's internet location (IP address) and a record of the buyer's device from the original session add weight. If your customers have accounts, a login from the same device a week after delivery is the strongest single item, because it is hard to explain innocently. An email from the customer asking when the order will arrive, sent the day before the carrier marked it delivered, undercuts a later claim that no order was expected.
Some cases cannot be won. A package delivered to an address the customer can plausibly say was not theirs stays lost whatever the tracking shows. If you shipped despite an AVS "N" (no match), the bank has the advantage. If the dispute is filed after the customer admitted late delivery and returned the goods, the rule book gives the customer a 15-day waiting period. In those cases, refund and save the expert hours.
Collect the records at order time, when they are easy to capture and nearly impossible to rebuild 3 weeks later: the AVS result, the buyer's internet location, a record of the buyer's device, account history, and customer emails, all stored against the order from the day it was placed.