13.3 – Not As Described Or Defective Merchandise/Services
Why did I receive this dispute?
The cardholder claims goods or services provided didn’t match the description listed or verbally provided at the time of purchase, were defective or damaged, or the quality wasn’t what was expected.
How long can the issuer wait to file a dispute?
The dispute timeline can be based on one of two start dates. Either the dispute must be processed within 120 calendar days of:
- the transaction processing date, or
- the date the customer received the merchandise or services (but not to exceed 540 days of the original transaction processing date)
However, if the customer returned merchandise or cancelled services, the issuer must let at least 15 calendar days pass before initiating a dispute.
What compelling evidence is needed to respond?
- If you believe the goods or services were described accurately, provide documentation that proves the cardholder’s claims are false. Address each argument the cardholder has made with as much information as possible. A third-party opinion may be needed to verify your response.
- If the cardholder has not attempted to return the faulty merchandise nor cancel services, provide documentation that proves effort hasn’t been made by the cardholder.
- If the cardholder agreed to accept repaired or replacement merchandise and the goods were delivered, provide documentation that proves the action taken.
- If the dispute is invalid, provide documentation that proves the reasoning: the merchandise cleared the merchant’s customs but is being held by the customer’s customs agency or the dispute amount includes the cash-back portion of the transaction.
- If you have already processed a refund for the transaction in question, provide documentation that proves you have credited the cardholder’s account.
- If the cardholder no longer wishes to dispute the transaction, provide documentation that proves the issue has been resolved.
How can I avoid this dispute in the future?
- Make sure all service and merchandise descriptions are complete, accurate, and not misleading.
- Use the correct size boxes and sufficient packing material so items won’t break in transit.
- Make sure your fulfillment department is familiar with your merchandise, has a complete understanding of what has been purchased, and knows what to ship.
- Resolve the issue yourself. Don’t refer the cardholder to the manufacturer instead.