ℹ️ Please note that “Product not received” does not necessarily imply that a physical product or retail item was not received by the cardholder. If this payment was for a scheduled appointment, this is still considered a “product” by card issuers.

To demonstrate that the product was indeed delivered to the cardholder as per the transaction details (or not delivered due to a no-show or late cancellation policy), we kindly request that you provide the following evidence, as relevant to this payment, for us to submit to the bank:

• Proof of shipment or delivery (tracking information, delivery confirmation, or any other documentation provided by the shipping carrier)
• Any correspondence or communication between you and the cardholder regarding the delivery status of the product, such as confirmation emails, shipping notifications, or records of discussions
• Any internal records or transaction logs that demonstrate the processing and fulfillment of the order (order details, date of shipment, and any notes related to delivery)
• Any internal records relating to an attended appointment (chart notes - if allowed by your regulatory body, receipt including billing and diagnosis codes, etc.)
• in the event of a no-show or late cancellation, records relating to the agreed-upon policies (such as signed intake forms, consents, pre-booking notices of cancellation policies on website, etc.)