Call (844) NO-DISPUTESResponse Template for "Product/Service Not as Described"
Chargeback Response
Re: Chargeback Dispute — Case #Case ID
Dear Recipient,
I am writing on behalf of Business Name to formally contest the chargeback filed under Case #Case ID, categorized as "Product/Service Not as Described." The disputed transaction was placed by Cardholder Name on Transaction Date in the amount of Transaction Amount, referenced under Order #Order ID.
We maintain that the Offering Type was accurately represented and delivered as described at the time of purchase. Our position is supported by the following:
- Accurate Description: At the time of purchase, our Sales Channel displayed a complete and truthful description of the Offering Type, including all relevant specifications, features, and imagery. A copy of this listing is included with this response.
- Order Fulfillment: The order was fulfilled on Fulfillment Date via Delivery or Fulfillment Method. Tracking Number or Confirmation Reference (Optional)
- Customer Communication: Customer Contact Status Brief Summary of Communication or Resolution Efforts (Optional)
- Return and Refund Policy: Our Applicable Policy policy was clearly disclosed Policy Disclosure Location, and Policy Outcome.
Enclosed with this response is supporting documentation, including evidence of the listing as it was presented to the cardholder, proof of order fulfillment, any relevant correspondence, and a copy of our applicable policies.
Based on the evidence provided, we respectfully request that this chargeback be reversed in our favor. Should any additional information or documentation be required, please do not hesitate to contact us at Contact Email or Phone Number. Additional Notes (Optional)
Sincerely,
Full Name
Job Title
Business Name
“Not as described” is one of the most common - and most infuriating - chargeback reason codes because it often has nothing to do with misrepresentation. A customer expected a slightly different shade of blue. They didn’t read the dimensions. They assumed features that were never listed. According to industry data, up to 75% of all chargebacks are estimated to be friendly fraud, and “not as described” claims are among the most frequently abused categories. For merchants selling physical goods, digital products, or services, these disputes can feel deeply personal - especially when your listing was accurate, your delivery was confirmed, and the customer never even reached out to complain.
Handling these disputes without a clear strategy leads to predictable outcomes. Merchants who submit incomplete or disorganized responses lose the majority of their cases, often because they failed to include the one piece of evidence the issuer needed - not because they were actually in the wrong. Beyond the lost revenue, repeated losses in this category signal to processors that your descriptions may be unreliable, which can trigger monitoring programs, reserve requirements, or account reviews. A well-structured response flips that narrative entirely.
- Proof meets expectation: A template ensures you systematically address every angle the bank evaluates - what was promised, what was delivered, and whether the customer attempted resolution - leaving no gaps in your argument.
- Consistency across your team: Whether your disputes are handled by one person or five, a repeatable format means every response meets the same professional standard without relying on individual expertise.
- Faster turnaround: Chargeback deadlines are strict. A ready-made structure lets you compile and submit evidence in a fraction of the time, so tight windows never cost you a winnable case.
This template is built specifically around “not as described” evidence requirements, with dedicated sections for listing accuracy documentation, fulfillment proof, customer communication history, and policy disclosure - the exact combination banks need to see before siding with the merchant.