# Template 03: Not as described (Product unacceptable)

**Stripe category:** `product_unacceptable`
**Typical codes:** Visa 13.3 (not as described or defective), 13.5 (misrepresentation) · Mastercard 4853 · Amex C31, C32

**The claim:** "It's not what was advertised," "it doesn't work," or "it was misrepresented."

---

## What the bank needs to see

From [Stripe: dispute categories](https://docs.stripe.com/disputes/categories):

- The product was accurately represented before purchase.
- It wasn't defective.
- You already refunded it, or the customer withdrew the dispute.

Stripe also says to include your refund policy and how you disclosed it. Depending on the network, the issuer "might or might not take this into consideration, but it can't hurt your case".

## Fight or accept?

| Situation | Decision |
|---|---|
| Your sales page matches what they got, they used it, and they never asked for help | **Fight** |
| They asked for a refund within your policy window and you didn't give it | **Accept.** Honor your policy next time. |
| Your page promised results ("make $5k in 30 days") | **Accept and rewrite the page.** Misrepresentation claims are hard to beat, and income claims are a restricted-business risk. |
| A real bug made the core feature unusable during their period | **Accept** or partial refund |

## Evidence to attach (digital product / SaaS)

| Evidence | Stripe field | What to put in it |
|---|---|---|
| Product description as shown before purchase | `product_description` / `uncategorized_file` | Screenshot of the sales page and checkout **as of the purchase date** (keep dated archives). Highlight the parts the claim is about. |
| Customer communication | `customer_communication` | Every message. If they never contacted you, say so. |
| Access and usage logs | `access_activity_log` | Shows the product worked and was used: IPs, timestamps, actions |
| Refund policy + disclosure | `refund_policy`, `refund_policy_disclosure` | The policy text, and where it was shown before purchase (checkout screenshot) |
| Other | `uncategorized_file` / `uncategorized_text` | If partly used, show the dispute exceeds the unused value; any replacement or fix you provided; any refund already issued |

## Rebuttal letter

```
Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

The product was described accurately and worked as described. We ask that this dispute be reversed.

What we sold: [PRODUCT_NAME]. Before purchase, the sales page stated: "[exact quote of the key promise]" (Exhibit A, captured [DATE]).
What the customer received: [exactly that: e.g. "access to the web app with features X, Y, Z on the Pro plan"].

Timeline
1. [DATE]: Purchase. The customer accepted our terms, which include our refund policy: "[short quote]" (Exhibit B).
2. [DATE] to [DATE]: The customer used the product [N] times, including [specific actions]. (Exhibit C)
3. [DATE]: [The customer never contacted support before the dispute.] / [The customer asked about X. We replied on DATE with Y.] (Exhibit D)
4. [DATE]: Dispute opened.

The customer's claim is "[cardholder's words from the bank documents]". This does not match the product as described: [one or two factual sentences].

[If applicable] Our policy offers a refund within [N] days of purchase. The customer did not request one during that period.

Evidence attached
A. Sales page and checkout as shown before purchase
B. Terms and refund policy as accepted at checkout
C. Usage log after purchase
D. Customer communication

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]
```

## Mistakes that lose this one

- Showing today's sales page instead of the one the customer saw. Archive your pages when you change them.
- Arguing about the customer's skill ("they didn't use it right"). Show the facts and the usage.
- Ignoring the bank's text. Answer the specific complaint.

## Prevent the next one

Describe features and limits plainly. No outcome promises. Show the plan comparison at checkout. Offer a short no-questions refund window: a refund costs less than a dispute and doesn't touch your rate.

*Made by Dan Shipped — @danshipped. Not legal advice.*