Services Not Provided Chargebacks: Proof of Delivery & Win Rates

Services not provided disputes claim the service was never delivered or was incomplete. Success depends on proof of service completion and clear service agreements. These carry medium freeze risk.

What “Services Not Provided” Means

This dispute occurs when:

A cardholder claims a service was never delivered
The customer believes the service was incomplete or substandard
Digital services (software, courses, consulting) weren’t accessible
Appointment-based services were canceled or not performed

Key distinction: This is about service delivery, not product quality complaints.

Common Triggers

No proof of service completion (no logs, receipts, or documentation)
Access issues (customer couldn’t access digital service)
Canceled appointments without clear communication
Unclear service scope (customer expected more than delivered)
Delayed service beyond promised timeframe

How Banks Evaluate These Claims

Issuers look for proof of service delivery. Their decision process:

Completion proof: Was the service actually delivered?
Access logs: For digital services, did customer access it?
Service agreement: What was promised vs. delivered?
Communication: Was customer notified of service status?

Default position: Banks side with cardholders without clear proof of service delivery.

Win Likelihood: Low-Medium (30-50%)

Win probability: Low-Medium

Your odds depend on service documentation:

Evidence That Wins

✅ Service completion records (appointment logs, work completion)
✅ Access logs (logins, downloads, usage data for digital services)
✅ Customer communication acknowledging service receipt
✅ Service agreement clearly defining scope
✅ Delivery confirmation (emails, receipts, invoices)
✅ Before/after documentation (for physical services)

Evidence That Rarely Works

❌ “Service was provided” without proof
❌ No access logs or usage data
❌ Vague service descriptions
❌ No customer communication
❌ Incomplete service without explanation

Freeze Risk Assessment: Medium

Freeze risk: Medium

Why services not provided disputes are moderately dangerous:

Pattern recognition: Multiple disputes signal delivery issues
Customer experience: High rates indicate poor service delivery
Preventable nature: Fixable through better documentation

Critical thresholds:

3-5 disputes in 30 days: Monitoring begins
Dispute rate above 0.75%: Account freeze risk escalates

Prevention: Document Service Delivery

For Digital Services

Access logs: Track logins, downloads, usage
Delivery confirmation: Email with access credentials
Usage tracking: Monitor feature access, course progress
Automated emails: Send access instructions immediately

For Physical Services

Appointment confirmations: Email before service
Completion records: Photos, checklists, signed receipts
Customer signatures: Proof of service acceptance
Follow-up emails: Confirmation after service completion

Service Agreements

Clear scope: Define exactly what’s included
Timeline: State delivery timeframe
Acceptance criteria: How customer knows service is complete
Communication plan: How updates will be provided

Clear Verdict: When to Fight vs. Refund

Fight Only If You Have:

✅ Service completion records with dates
✅ Access logs or usage data
✅ Customer communication acknowledging receipt
✅ Clear service agreement
✅ Low current dispute rate (less than 0.5%)

Refund Immediately If:

❌ No proof of service delivery
❌ Service was incomplete or not delivered
❌ No access logs or documentation
❌ Customer has valid claim
❌ Already elevated dispute rate (greater than 0.75%)

Assess Your Dispute Risk (30 seconds)

Related guides: Product Not Received • When NOT to Fight • Should I Fight This Dispute?