# Product unacceptable

In this chapter, you will learn what evidence should be submitted in a "Product unacceptable" dispute.

Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.

{% tabs %}
{% tab title="Physical" %}
If it concerns a physical product, please submit the following evidence:

* product description and/or images as they were displayed to the customer at the time of order
* proof of whether the customer attempted to resolve the issue with you before filing the dispute
* information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
  * PDF or screenshot of the conversation
  * PDF with a written report of a phone call (including contact details)
* refund policy as communicated to the customer before the purchase, such as:
  * copy of the text from your policy page
  * screenshot of the policy on a receipt
  * PDF with the relevant section of your terms and conditions
* all documents that refute the reason for the dispute, such as screenshots or PDFs with:
  * proof of whether the customer returned the product to you
  * proof that the disputed payment amount exceeds the value of the unused portion, if the product was partially used or consumed
  * proof of an already processed refund
  * proof of the provision of a replacement product
  * proof of the cardholder withdrawing the dispute
    {% endtab %}

{% tab title="Digital" %}
If it concerns a digital product or service, please submit the following evidence:

* description and/or images of the digital product or service as they were displayed to the customer at the time of order
* proof of whether the customer attempted to resolve the issue with you before filing the dispute
* information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
  * PDF or screenshot of the conversation
  * PDF with a written report of a phone call (including contact details)
* activity/server logs proving that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
* refund policy as communicated to the customer before the purchase, such as:
  * copy of the text from your policy page
  * screenshot of the policy on a receipt
  * PDF with the relevant section of your terms and conditions
* all documents that refute the reason for the dispute, such as screenshots or PDFs with:
  * proof that the disputed payment amount exceeds the value of the unused portion if the service was partially used or consumed
  * proof of an already processed refund
  * proof of a provided replacement service
  * proof of the cardholder withdrawing the dispute
    {% endtab %}

{% tab title="Offline" %}
If it concerns an offline service, please submit the following evidence:

* description and/or images of the offline product or service as they were displayed to the customer at the time of order
* proof of whether the customer attempted to resolve the issue with you before filing the dispute
* information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
  * PDF or screenshot of the conversation
  * PDF with a written report of a phone call (including contact details)
* the refund policy as communicated to the customer before the purchase, such as:
  * copy of the text from your policy page
  * screenshot of the policy on a receipt
  * PDF with the relevant section of your terms and conditions
* all documents that refute the reason for the dispute, such as screenshots or PDFs with:
  * proof that the disputed payment amount exceeds the value of the unused portion if the service was only partially used
  * proof of an already processed refund
  * proof of a provided replacement service
  * proof of the cardholder withdrawing the dispute
    {% endtab %}
    {% endtabs %}


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