“Not as Described” Chargebacks: Why Merchants Lose (and How to Win Them in the USA)

“Not as described” chargebacks are among the most dangerous and misunderstood disputes for U.S. merchants.

They feel subjective.
They feel unfair.
And they often feel impossible to win.

But here’s the reality most merchants never learn:

👉 “Not as described” chargebacks are not decided by opinions. They are decided by documentation.

Merchants lose these disputes not because the product was bad — but because they fail to prove what the customer was promised at the time of purchase.

This guide explains how banks evaluate “not as described” disputes, why merchants lose even when the product was delivered correctly, and how to build evidence that banks actually accept.

What “Not as Described” Really Means to Banks

When a customer files a “not as described” chargeback, the bank is not asking:

• Was the customer happy?

• Was the product high quality?

• Did the merchant act fairly?

The bank is asking one question:

Did the merchant deliver what was clearly described and agreed to at the time of purchase?

This is a documentation problem — not a satisfaction problem.

Why These Chargebacks Are So Dangerous

“Not as described” disputes are dangerous because:

• They are vague

• They sound subjective

• They invite emotional responses

Merchants often panic and over-explain.

Banks interpret this as lack of clarity.

The winning approach is the opposite: calm, factual, document-based proof.

Why Merchants Lose “Not as Described” Disputes They Should Win

Most losses happen for one of these reasons:

1. The product description was unclear or incomplete

2. The merchant cannot prove what the customer saw before purchase

3. Evidence focuses on delivery instead of description

4. Explanations replace documentation

If you cannot prove the description, you cannot win — even if the product is excellent.

The Only Question Banks Are Verifying

In every “not as described” chargeback, the bank verifies:

Was the product or service delivered in a way that matches the description presented before purchase?

Everything you submit must answer this question directly.

If it doesn’t, it’s ignored.

What Counts as “Description” in a Chargeback

Banks define “description” broadly, but very specifically.

Valid description evidence includes:

• Sales page content

• Product descriptions shown before checkout

• Feature lists

• Service scope explanations

• Screenshots or archived pages

What matters is what the customer could see before paying.

Why Delivery Proof Is Not Enough

Merchants often submit:

• Proof of delivery

• Usage logs

• Access confirmation

These prove delivery, not description accuracy.

In “not as described” disputes, delivery is assumed.

The fight is about expectation vs reality — and expectations are set by descriptions.

The Power of Screenshots (When Used Correctly)

Screenshots can be powerful in these disputes — but only if done right.

Banks accept screenshots that:

• Clearly show the product description

• Are readable and complete

• Show URLs and timestamps

• Match the product purchased

Random screenshots without context are often rejected.

Whenever possible, include:

• Archived versions

• Saved sales pages

• Versioned product descriptions

Archived Pages: One of the Strongest Evidence Types

Archived product pages (for example, saved copies or web archives) are extremely powerful because they:

• Show exactly what was presented

• Are difficult to dispute

• Establish clear expectations

If you can show the product description exactly as it appeared at purchase time, your case becomes very strong.

Digital Products: Why “Not as Described” Is Common

Digital products are frequently disputed as “not as described” because:

• Customers misunderstand the format

• They expect more content

• They don’t read descriptions

Banks don’t care why the customer misunderstood.

They care whether the description was:

• Clear

• Accurate

• Available before purchase

Clear descriptions win these disputes.

Subscriptions and Services: Scope Is Everything

For services and subscriptions, banks focus on:

• What was included

• What was excluded

• What level of access was promised

Winning evidence includes:

• Service scope descriptions

• Terms outlining limitations

• Confirmation of delivered features

Ambiguity kills win rates.

Refund Policies: Helpful but Not Decisive

Refund policies support “not as described” disputes only if:

• They were visible before purchase

• They were clearly accepted

• They are reasonable

Policies alone do not win cases — but they reinforce strong description evidence.

Evidence Banks Commonly Ignore

Banks usually ignore:

• Customer complaints

• Support tickets

• Emails arguing quality

• Emotional explanations

They do not evaluate satisfaction.

They verify alignment between description and delivery.

How to Structure a Winning “Not as Described” Evidence Package

A clean, winning structure includes:

1. Transaction summary

2. Product or service description (pre-purchase)

3. Proof the delivered product matches that description

4. Access or usage confirmation (if relevant)

5. Accepted policies (supporting evidence)

This keeps the reviewer focused on the right comparison.

The Tone That Wins These Disputes

Never:

• Argue with the customer

• Suggest bad intent

• Sound defensive

Always:

• Be neutral

• Be factual

• Reference documentation

Professional tone increases credibility.

When “Not as Described” Disputes Are Hard to Win

Some cases are weak:

• Descriptions were vague

• Product pages changed after purchase

• No record of the original description exists

In these cases, fighting may harm more than help.

This is why versioning descriptions is a smart long-term strategy.

Prevention: Designing Descriptions for Chargeback Defense

Smart merchants:

• Use clear, specific descriptions

• Avoid exaggerated claims

• Explain what the product is and is not

• Archive sales pages

Clear expectations reduce disputes dramatically.

Why These Disputes Are Still Winnable

Most merchants lose “not as described” disputes because they:

• Over-explain

• Under-document

• Submit irrelevant proof

A clean, document-driven response immediately stands out.

That’s your advantage.

The Mental Shift That Changes Outcomes

Stop thinking:

“The customer is being unreasonable.”

Start thinking:

“Can I prove the description and the match?”

That’s what banks verify.

From Subjective to Verifiable

When descriptions are documented and evidence is aligned:

• These disputes stop feeling subjective

• Outcomes become predictable

• Win rates improve

This is control.

What Comes Next

Now that you know how to win “not as described” chargebacks, the next critical topic is usage logs and behavioral evidence — one of the most powerful tools merchants underuse.https://chargebackevidencekitusa.com/chargeback-evidence-kit-usa-ebook