Chargeback guide · checked 13 October 2026
How to win a "not as described / defective" chargeback
The customer says the item was broken, different from the listing, or poor quality. To win, you need to show that what you sent matched your description, and that the customer didn't use your return process.
Reason codes
| Network | Code |
|---|---|
| Visa | 13.3 Not as Described or Defective |
| Mastercard | 4853 Cardholder Dispute (not as described) |
| American Express | C31 Goods/Services Not as Described |
| Stripe label | product_unacceptable |
Evidence that wins it
- Screenshot of the product page as it was when ordered (key)
- Photos of the item before shipping, or a matching batch
- Return policy shown at checkout, and that the customer never asked to return (key)
- Messages showing you offered a fix, replacement or return (key)
- Proof of delivery
- Proof the item was never sent back
Issuers want to see that you offered a remedy. If the customer never contacted you before disputing, say so plainly and show your contact page and policy.
What your letter should argue
The item supplied matched the description the customer saw when ordering. The customer did not use our return process, which was shown to them before purchase. Then list each piece of proof as a numbered exhibit, so the reviewer at the bank can match your words to your files.
Before you fight
- Check the respond-by date on the dispute. Late responses lose automatically.
- In the US, Stripe keeps its $15 dispute fee either way, and charges another $15 when you submit evidence, returned if you win. Work out if it's worth it.
- You get one submission. Gather everything first.
Build my not as described / defective evidence pack
Other reasons: Fraudulent / unauthorized · Product not received · Subscription canceled · Duplicate charge · Credit not processed