ChargebackKit
Evidence ChecklistAll GatewaysNot as Described

Not as Described Evidence Checklist

Evidence checklist for Not as Described and defective product chargebacks. Covers product documentation, listing accuracy, and customer communication for Visa 13.3 and Mastercard 4853.

Evidence Checklist (12 items)

  • 1Product listing with full description
  • 2Product photos from listing
  • 3Actual product photos if available
  • 4Product specifications and features
  • 5Customer communication pre-purchase
  • 6Customer communication post-delivery
  • 7Return or exchange offer documentation
  • 8Return policy and process description
  • 9Quality control records
  • 10Third-party inspection reports
  • 11Customer satisfaction survey responses
  • 12Comparison of listing vs delivered product

Not as Described overview

These chargebacks occur when a customer claims the product received was materially different from what was described or shown in the listing. Winning requires proving the product matched the description and that the customer had access to accurate information before purchasing.

Listing accuracy documentation

Screenshot your product listing showing the description, photos, specifications, and any disclaimers at the time of purchase. If the listing has been updated since the order, use cached versions or internal records to show what the customer saw when they placed the order.

Customer communication evidence

Gather all communication with the customer before and after the purchase. Pre-purchase questions answered accurately strengthen your case. Post-delivery messages where the customer expressed satisfaction or did not mention quality issues are particularly valuable.

Return policy defense

Show that you offered a return or exchange and the customer declined. If your return policy was clearly displayed at checkout and the customer did not follow the return process before filing a chargeback, this demonstrates the customer bypassed your resolution process.

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Frequently Asked Questions

What if the customer never contacted me before filing the chargeback?↓
This works in your favor. Show that you have a clear return process that the customer bypassed by going directly to their bank. Include your return policy and any available communication channels you offer.
How do I prove my product matched the description?↓
Archive your product listings with timestamps. Include the full description, all photos, specifications, measurements, and any disclaimers. Compare these point by point to the customer's complaint if one was provided.
Should I offer a refund during the dispute?↓
Generally no. Once a chargeback is filed, issuing a refund can result in a double loss. Focus on winning the dispute with evidence. If the customer contacts you directly during the dispute, document the conversation but do not refund outside the dispute process.

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