← Shopify dispute types

Shopify chargeback reason: Product unacceptable

What it means: The customer says the product was defective, damaged or not as described.

Try first: Offer the remedy your return policy provides. If the customer never returned the item or contacted you, say so with evidence.

Evidence checklist

• Product listing / description as shown at the time of purchase
• Return and refund policy and where it was shown at checkout
• Evidence the customer did not return the item or did not follow the return process
• Communication with the customer
• Photos or quality records for the item shipped, if you have them

Related card network reason codes

The issuer's reason code (if shown) is more specific:

• Visa 13.3 — Not as Described or Defective Merchandise/Services
• Mastercard 4853 — Cardholder Dispute (not received, not as described, cancelled recurring, credit not processed)
• Amex C31 — Goods / Services Not as Described
• Discover RM — Cardholder Disputes Quality of Goods or Services

Good to know

• Shopify Payments generally adds available order data (such as product details, billing and shipping addresses, and tracking) to your response automatically and submits it on the due date; you can add more evidence before then.
• Evidence deadlines are typically 7 to 21 days after the chargeback is filed — use the due date shown in your Shopify admin.
• Once the bank decides, the outcome is final; you cannot add evidence or appeal through Shopify.
• If the customer agrees to drop the dispute, they need an official withdrawal letter from their bank (a statement screenshot is not enough); submit it as evidence.
• Banks often receive evidence by fax: use clear, high-contrast documents that print well in black and white.

Source: Shopify Help Center. Shopify isn't involved in deciding chargeback outcomes; the card issuer decides.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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