ChargebackKit

Stripe reason: product_unacceptable

Product Not as Described Chargeback Evidence Pack

Updated June 2026

Show the product matched the listing and any return policy was honored.

Build My Product Not as Described Pack — $19See a sample pack

$19 per pack · Volume discounts available · 7-day access

"Product not as described" disputes are won by matching your listing copy, photos, and specs against the customer's claim — then showing you offered a reasonable path to resolution. ChargebackKit assembles the exhibits that make that case clearly.

What your evidence pack will include

Every exhibit a product not as described dispute needs, structured for Stripe submission.

  • Original product listing (page, PDP, or landing page) with photos and specifications
  • Terms of service or return policy the customer agreed to at checkout
  • All customer service messages — including any refund or replacement offers
  • Photos of the actual item shipped, if available from fulfillment
  • Third-party reviews or manufacturer specs that corroborate the listing
  • Industry standards or spec sheets if the dispute is about technical claims

What wins this dispute type

Patterns from successful product not as described rebuttals.

  • If you offered a refund or replacement and the customer declined, that alone often defeats the dispute.
  • Archive your product listing at the time of sale — Wayback Machine snapshots work as third-party evidence.
  • Address the specific claim in the customer's dispute. Generic rebuttals lose.

Guides & templates for this dispute

Free, in-depth resources for product not as described disputes — read before you build.

Chargeback Rebuttal Letter GuideHow to Win a ChargebackNot As Described Evidence ChecklistNot As Described Response Letter

Product Not as Described chargeback FAQ

How do I prove the product matched its description?↓
Submit the original product listing with photos and specifications, the return policy the customer agreed to at checkout, and photos of the actual item shipped. A Wayback Machine snapshot of the listing at the time of sale works as third-party evidence.
Does offering a refund or replacement help my case?↓
Yes. If you offered a refund or replacement and the customer declined, that alone often defeats a "not as described" dispute. Include the full customer service thread.
How specific does my rebuttal need to be?↓
Very. Address the exact claim in the customer's dispute rather than a generic defense. Generic rebuttals lose; targeted ones that cite the listing against the specific complaint win.

Reason codes for product not as described disputes

The card-network reason codes that map to this dispute type — each with the exact evidence that wins it.

Visa 13.3Not as Described or Defective MerchandiseVisa 13.5MisrepresentationVisa 13.4Counterfeit MerchandiseMastercard 4853Cardholder Dispute (Goods/Services Not as Described or Defective)American Express C31Goods/Services Not as DescribedAmerican Express C32Goods/Services Damaged or DefectiveAmerican Express M10Vehicle Rental — Capital DamagesAmerican Express M49Vehicle Rental — Theft or Loss of UseAmerican Express R03Insufficient ReplyAmerican Express R13No ReplyDiscover RMQuality of Goods or Services (Not as Described)Discover ICIllegible Sales Data

Other chargeback categories

Fraudulent / UnauthorizedSubscription CancelledProduct Not ReceivedDuplicate ChargeCredit Not Processed
30 minutes · 7-day download access

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Submission-grade. Category-specific. Built the way card networks want to see it.

Build My Evidence Pack — $19

$19 per pack · Volume discounts available · 7-day access

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