Product unacceptable
Find out what evidence should be submitted in "Product unacceptable" disputes to win them.
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.
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
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
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
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