Product unacceptable

Learn which evidence should be submitted for disputes of the "Product unacceptable" type in order to win them.

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

Physical

If it is a physical product, please submit the following evidence:

• product description and/or images as shown to the customer when ordering

• evidence of whether or not the customer tried to find a solution with you prior to the dispute

• customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• refund policy as communicated to the customer prior to purchase. Examples:

  • copy of the text of your policy page

  • screenshot of the policy on a receipt

  • PDF with the relevant section of your terms and conditions

• any documents that invalidate the reason for the dispute, for example screenshots or PDF with:

  • proof of whether or not the customer has returned the product to you

  • proof that the amount of the disputed payment exceeds the value of the unused portion if the service has been partially used or consumed

  • proof that a refund has already been made

  • proof that a replacement product has been provided

  • proof of withdrawal of the dispute by the cardholder

Digital

If it is a digital product or service, please submit the following evidence:

• description and/or images of the digital product or service as shown to the customer when the order was placed

• proof of whether or not the customer tried to find a solution with you prior to the dispute

• customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• activity/server logs proving that the customer has accessed the purchased product after payment (in the best case IP addresses, timestamps and detailed recorded activities)

• refund policy as you communicated it to the customer before the purchase. Examples:

  • copy of the text of your policy page

  • screenshot of the policy on a receipt

  • PDF with the relevant section of your terms and conditions

• any documents that invalidate the reason for the dispute, for example screenshots or PDF with:

  • proof that the amount of the contested payment exceeds the value of the unused portion if the benefit has been partially used or consumed

  • proof that a refund has already been made

  • proof of a substitute service provided

  • proof of withdrawal of the dispute by the cardholder

Offline

If it is an offline service, please submit the following evidence:

• description and/or images of the digital product or service as shown to the customer when the order was placed

• proof of whether or not the customer tried to find a solution with you prior to the dispute

• customer communication information if you communicated with the customer prior to the dispute or if subsequent conversations were used for clarification. Examples:

  • PDF or screenshot of the conversation

  • PDF with written report on a telephone call (incl. contact details)

• the refund policy as you communicated it to the customer before the purchase. Examples:

  • copy of the text of your policy page

  • screenshot of the policy on a receipt

  • PDF with the relevant section of your terms and conditions

• any documents that invalidate the reason for the dispute, for example screenshots or PDF with:

  • proof that the amount of the contested payment exceeds the value of the unused portion if the service was only partially used

  • proof that a refund has already been made

  • proof of a substitute service provided

  • proof of withdrawal of the dispute by the cardholder