Chargeback Management Services - Dispute Response Oct/ 31/ 2025 | 0
Overview
Chargebacks with the reason code “Not as Described” or “Defective” can hit your business hard—especially if you’re not prepared to fight back. In 2025, customer expectations are higher than ever, and so are the risks of abuse. This guide will help U.S. businesses respond effectively, minimize revenue loss, and prevent future disputes.
What Does “Not as Described” or “Defective” Mean?
These chargeback reasons are triggered when a customer claims that:
- The product or service did not match the advertised description.
- The item was damaged, defective, or unusable.
- The quality did not meet expectations based on product listings or prior communications.
Credit card networks like Visa, Mastercard, Amex, and Discover all have specific reason codes for these situations.
Common Reason Codes in 2025
| Card Network | Reason Code | Description |
| Visa | 13.3 | Not as Described or Defective Merchandise/Services |
| Mastercard | 4853 | Defective/Not as Described |
| American Express | C31 | Goods/Services Not as Described |
| Discover | RG | Goods/Services Not as Described |
Step-by-Step Guide to Respond Effectively
1. Review the Dispute Details Thoroughly
Before you respond, examine the chargeback notification. Look for:
- Product or service claimed to be defective or inaccurate.
- Delivery confirmation or refund status.
- Any previous communications from the customer.
🛠️ Tip: Always gather the dispute reason code and attach all related documents before submitting your response.
2. Gather Strong Compelling Evidence
Your representment package should include:
- A copy of the original product description or service listing.
- High-resolution photos/videos of the product as shipped.
- Shipment tracking data showing delivery confirmation.
- Customer emails or chat logs showing acceptance or lack of complaint.
- Return/refund policy acknowledged by the customer at checkout.
📸 Example: Include screenshots of your product page with highlighted features that match what was delivered.
3. Craft a Clear, Professional Rebuttal Letter
Your chargeback response letter should clearly address:
- Why the item/service was accurately described.
- Any misuse or misunderstanding by the customer.
- Delivery or usage proof that contradicts their claim.
✍️ Sample opening:
“The item in question was shipped on [Date] and delivered on [Date] with no defect reported. The product listing clearly stated the features and included photos that matched the item received…”
4. Submit Your Response Before the Deadline
Each card network has strict time limits—typically between 7 to 30 days from notification. Late responses are automatically declined, no matter how strong your case is.
How to Prevent “Not as Described” Chargebacks in the Future
- ✅ Use clear, accurate product/service descriptions with real images.
- ✅ Maintain strict quality control on all shipments.
- ✅ Offer pre-shipment confirmations or item videos for high-ticket orders.
- ✅ Communicate return and refund policies clearly at checkout.
- ✅ Respond promptly to customer inquiries or complaints.
When to Accept the Chargeback
If the customer never received the item, if your documentation is incomplete, or if the product was truly defective, it may be more cost-effective to accept the chargeback and move on. Always weigh the potential recovery against time and effort.
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Final Thoughts
Chargebacks for “Not as Described” or “Defective” claims are on the rise in 2025—but with the right documentation and a proactive response, you can recover your hard-earned revenue and prevent future losses.
Need help with dispute management? Contact Dispute Response—your trusted chargeback resolution partner.
