How to Dispute When a Product Doesn't Match Its Description

Receiving something different from what you ordered, or a defective product, gives you grounds for a chargeback. Here's how to handle it.

When This Applies

Use this dispute type when:

• The product is significantly different from the description
• You received a damaged or defective item
• The product doesn't function as advertised
• You received the wrong item entirely
• The quality is substantially lower than represented

Evidence You'll Need

Product Documentation

1. Original listing/advertisement - Screenshots of what was promised
2. Photos of what you received - Clear images showing the problem
3. Product description comparison - Side-by-side of promised vs. received

Communication Records

1. Merchant correspondence - Emails about the issue
2. Return attempts - Documentation of trying to return the item
3. Refund requests - Your attempts to get a refund

Types of "Not as Described" Issues

Wrong Item

• Received a different product entirely
• Wrong size, color, or model
• Different brand than ordered

Defective Product

• Doesn't work as intended
• Missing parts or features
• Broken upon arrival

Quality Issues

• Counterfeit goods
• Substantially inferior materials
• Doesn't match advertised specifications

Damaged Items

• Arrived broken or damaged
• Packaging inadequate
• Wear or use signs on "new" items

Step-by-Step Process

1. Document Everything

Before doing anything else:

• Take photos/videos immediately upon opening
• Screenshot the original listing
• Save all packaging and materials

2. Contact the Merchant

Give them a chance to resolve it:

• Describe the issue clearly
• Include photos
• Request a refund or replacement
• Keep records of all communication

3. Attempt a Return

If the merchant has a return policy:

• Follow their return process
• Document if they refuse or don't respond
• Note if return shipping is unreasonable

4. File the Dispute

Include in your claim:

• What was advertised/ordered
• What you actually received
• How they differ
• Your attempts to resolve with the merchant

Writing Your Dispute Letter

Be specific about:

• Exact product ordered (item name, SKU if available)
• What was promised (size, features, quality)
• What was delivered and how it differs
• Photos or documentation attached
• Merchant's response (or lack thereof)

Important Considerations

Return Requirements

Some banks may require you to:

• Offer to return the item
• Actually return it if merchant provides a label
• Keep the item available during the dispute

Subjective vs. Objective Differences

Strong cases (objective differences):

• Wrong product received
• Doesn't work at all
• Clearly damaged
• Materially different specs

Weaker cases (subjective):

• "Didn't look as nice as the photos"
• "Not what I expected"
• Minor color variations

Time Limits

• Credit cards: 60 days from statement date
• Debit cards: 60 days, act quickly

Tips for Success

• Always screenshot product listings before purchasing
• Open packages promptly and inspect thoroughly
• Take photos of packaging and contents immediately
• Keep all original materials until you're satisfied
• Communicate in writing for documentation

Common Merchant Defenses

Merchants may argue:

• "Final sale" or "as is" (doesn't waive your rights if misrepresented)
• Product matches description (your photos prove otherwise)
• You should have returned it (document if return was refused/difficult)