What it means:

The product or service (event experience) was received but was not as described.

Required to overturn dispute:

Demonstrate that the product or service was delivered as described at the time of purchase.

How to respond:

First, get in touch with your customer. If you understand why they’re dissatisfied, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, getting them to close the dispute from their end is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you should still submit evidence for the dispute. The evidence should include a statement that the cardholder said they would withdraw the dispute (including the email if you corresponded by email), as well as the evidence below. If your customer made no attempt to return the product or cancel the service, or if you provided a replacement product or service, make sure to note that as well.

  • Event Date: The date on which the customer received or began receiving the purchased service, in a clear human-readable format. 

  • Participation Document: Documentation showing proof that a service was provided to the customer. This could include a copy of a signed contract, work order, or other form of written agreement.

How to prevent it:

Make sure your product or event descriptions are clear and accurate. Respond promptly and accede to customer requests for replacements for defective or damaged products.