ChargebackKit
Response LetterAll GatewaysNot as Described

Not as Described Response Letter Template

A response letter template for Not as Described and product quality chargebacks. Covers listing accuracy defense, customer communication, and return policy evidence.

Evidence Checklist (10 items)

  • 1Product listing with description and photos
  • 2Shipping confirmation of correct item
  • 3Product inspection or QC records
  • 4Customer communication pre and post sale
  • 5Return policy shown at checkout
  • 6Return offer documentation
  • 7Customer satisfaction evidence
  • 8Comparison documentation listing vs product
  • 9Third-party quality verification
  • 10Product review or rating from customer

Structuring your NAD response

Open by describing the product and confirming it matched the listing. Present your product listing alongside shipping records proving the correct item was sent. Then address the customer's specific complaint point by point.

Listing accuracy defense

Your primary defense is proving the product matched its description. Screenshot your listing showing the description, photos, specifications, and any disclaimers. If the listing includes measurements, materials, or technical specifications, show these match the product shipped.

Customer communication evidence

Include all communication with the customer. Pre-sale questions answered accurately show the customer had correct expectations. Post-sale communication where the customer expressed satisfaction or did not raise concerns is particularly valuable.

Return process defense

Show that you offered a return or exchange process and the customer either declined or never attempted to use it. A customer who files a chargeback instead of following the return process has bypassed the agreed resolution channel.

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Frequently Asked Questions

What if my product listing was somewhat vague?↓
Focus on what was accurately described. If the listing was missing details the customer expected, emphasize any disclaimers, size charts, or specification pages that were available. For future listings, add more detail to prevent similar disputes.
How do I handle subjective quality complaints?↓
Show that the product met the objective specifications listed. Subjective opinions about quality are difficult for card networks to evaluate. Focus on factual comparisons between the listing and the delivered product.
Should I accept the chargeback if my listing was inaccurate?↓
If the product genuinely did not match the listing, accepting the chargeback or issuing a refund is often the best course. Fighting a dispute you cannot win wastes time and can hurt your chargeback ratio.

Related Templates

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Stripe Response Letter

Evidence Checklist

NAD Evidence Checklist

Response Letter

INR Response Letter

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