100 Example Avenue, Suite 200, Sampletown, CA 90001
Re: dispute dp_SAMPLE_notasdescribed — Response to chargeback — merchandise not as described (Visa 13.3 / MC 4853)
The cardholder claims the item was not as described. The product-page snapshot at purchase, a point-by-point rebuttal of each claim, and a documented return offer the cardholder bypassed show the item matched its description (Visa 13.3 / MC 4853).
| Amount | USD 89.00 |
|---|---|
| Transaction date | 2026-03-18 |
| Transaction ID | ch_SAMPLE_nad01 |
| Snapshot captured | 2026-03-18 |
| Return offer date | 2026-03-25 |
The product page shown to the cardholder at purchase was captured on 2026-03-18 from internal CMS revision r-SAMPLE-8821 — the exact listing live when charge ch_SAMPLE_nad01 (USD 89.00) was placed (Exhibit A). It describes the waxed-cotton field jacket, its materials and its colourway precisely as delivered.
1. Cardholder claim: “The jacket is not genuine waxed cotton.” Response: the captured listing (Exhibit A) states the outer shell is genuine waxed cotton and the delivered garment carries the matching material label; the item delivered is the item described.
2. Cardholder claim: “The colour differs from the product photos.” Response: the listing photographs in Exhibit A show the same colourway as the shipped garment; the description set an accurate expectation of the colour received.
We offered the cardholder a full return on 2026-03-25 via support email, giving a direct route to resolve any genuine mismatch; the cardholder did not respond and did not return the item (Exhibit B). A “not as described” claim is undercut by an unanswered, no-cost return offer.
As the merchant of record we accept responsibility for resolving this matter directly and have addressed each of the cardholder points above.