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 the documented merchant-customer conversation showing the agreed resolution 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, as documented in the customer communication (Exhibit B). A “not as described” claim is undercut by an unanswered, no-cost return offer.
The merchant and cardholder exchanged the following, which documents the agreed resolution (Exhibit B). On 2026-03-20 the cardholder wrote that the jacket colour looked different from the listing photos; on 2026-03-21 we offered a full return or a no-cost exchange; and on 2026-03-25 we followed up on that offer. The cardholder did not take up the return or exchange.
As the merchant of record we accept responsibility for resolving this matter directly and have addressed each of the cardholder points above.