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Stripe chargeback response template for not as described disputes

A merchant evidence path for Stripe disputes where the customer claims the product was not as described.

AI summary: Not-as-described disputes are won or lost on expectation proof: product page, photos, variants, sizing/specs, customer messages, and the exact fulfillment record. The response should show what was promised and what was delivered.

One-time payment · Instant access · 14-day good-faith refund

In one line

Not-as-described disputes are won or lost on expectation proof: product page, photos, variants, sizing/specs, customer messages, and the exact fulfillment record. The response should show what was promised and what was delivered.

What people search for

  • Stripe chargeback not as described response template
  • not as described dispute evidence Stripe
  • how to fight product not as described chargeback

First steps

  1. 01. Save the original product page, images, specs, variant selected, and checkout confirmation visible to the customer.
  2. 02. Gather fulfillment proof and all support messages about the complaint, replacement, return, or refund attempt.
  3. 03. Submit a response that compares the promised item to the shipped item without attacking the customer.

Symptoms

  • Customer says the item was different, damaged, or unacceptable
  • Stripe asks for evidence beyond tracking
  • You need to prove the product matched the listing

FAQ

Which disputes does it cover?

The 4 categories behind the vast majority of merchant chargebacks: Fraudulent, Product Not Received, Not as Described, Credit Not Processed — on Shopify Payments and Stripe.

Do the letters actually differ from what the app generates?

The letters are indexed to evidence per reason code — the same structure professional representment uses. The difference: you pay once, not 25–30% per win.

What's my realistic win rate?

Depends on your evidence and dispute mix. Fraud disputes with 3DS or signed delivery are strong; “not as described” without photos is weak. The decision tree tells you which fights are worth your time.

I have a dispute due in 3 days — is this fast enough?

Yes. The First 48 Hours checklist plus the matching template is a 20-minute workflow once your evidence is gathered.