ProofPack/Product Not as Described Evidence

Product Not as Described Chargeback Evidence: What to Include

A product not as described dispute means the customer is claiming that what they received was materially different from what was advertised or promised. For digital products and SaaS, this is often about feature expectations, delivery format, or scope mismatches. Here is how to document your case effectively.

What a product not as described dispute means

Stripe labels this under reason codes like 4853 (Visa) or 4859 (Mastercard). The cardholder is arguing that the product or service they received was significantly different from what was promised at the time of purchase. For digital businesses, common scenarios include:

The customer expected features that were not included in the tier they purchased
The product was described as including something that was not delivered
The customer's expectations were based on a misreading of your marketing or product page
The product changed after the customer purchased and before they used it
The customer disagrees with a refund denial and is using a dispute as a last resort

Your response needs to show what was promised, what was delivered, and that the two are consistent — or that the customer misunderstood a clear and accurate product description.

Key evidence to include

Product description at time of purchase

A screenshot of your product page, pricing page, or sales materials as they existed at the time the customer purchased. This is your most important piece of evidence — it establishes what was actually advertised. Use archived screenshots or Wayback Machine captures if the page has changed since the purchase.

Proof of what was delivered

Documentation showing what the customer actually received. For SaaS, this includes what features and access the customer had based on their plan. For digital downloads, this includes the file or content that was delivered. For services, this includes deliverables, meeting records, or work product.

Comparison of advertised vs. delivered

A clear, factual side-by-side summary explaining what was advertised and what was delivered — and why they match. Address the customer's specific complaint directly. If they claimed a feature was missing, explain whether that feature is included in their plan or is part of a different tier.

Terms of service and refund policy

Your terms of service as they existed at purchase, particularly any clauses relating to product scope, delivery expectations, or refund eligibility. A screenshot of the checkout page showing the customer agreed to your terms before purchasing is useful here.

Customer communication about the complaint

Any support tickets, emails, or messages where the customer raised a concern before disputing — and how you responded. If you offered a resolution and the customer proceeded with a dispute anyway, include that exchange. If the customer never contacted support before disputing, note that too.

Usage evidence

Login records, feature usage data, or other activity showing the customer used the product. Active usage after purchase — particularly over multiple sessions — weakens a claim that the product was significantly different from what was expected.

Handling specific scenarios

Customer expected a feature not included in their plan

Show a screenshot of your pricing or features page that clearly shows what each plan includes. Document what plan the customer purchased and confirm it matches what they received. If the feature they expected is only in a higher plan, show that distinction clearly.

Product changed after purchase

If your product has changed since the customer purchased, document what the product looked like at the time of purchase. Show that changes were communicated, or that core functionality remained consistent with what was advertised. If customers were given adequate notice of changes, include that communication.

Customer claims a service deliverable was inadequate

For service disputes, document what was agreed upon (contract, scope of work, email discussion), what was delivered (files, reports, recordings, deliverable list), and any sign-off or approval from the customer. A clear scope document prevents most of these disputes from escalating.

Common mistakes in product not as described responses

Submitting only delivery evidence without addressing the description mismatch claim — the reviewer needs to see what was advertised and what was delivered
Providing current product screenshots when the product page has changed since purchase — use archived or dated screenshots
Not addressing the customer's specific complaint — if they claimed X feature was missing, address that directly
Arguing tone instead of substance — keep your response factual and let the evidence speak
Missing communication records — if the customer contacted you before disputing, include that exchange

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