Abwicklung: Produkt nicht akzeptabel

In this chapter, you will learn what evidence should be submitted in a "Product unacceptable" dispute.

Click on the appropriate tab, depending on whether the disputed transaction involves a physical product, a digital product/service, or an offline service.

Physical

If it concerns a physical product, please submit the following evidence:

• product description and/or images as they were displayed to the customer at the time of order
• proof of whether the customer attempted to resolve the issue with you before filing the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• refund policy as communicated to the customer before the purchase, such as:
• copy of the text from your policy page
• screenshot of the policy on a receipt
• PDF with the relevant section of your terms and conditions
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof of whether the customer returned the product to you
• proof that the disputed payment amount exceeds the value of the unused portion, if the product was partially used or consumed
• proof of an already processed refund
• proof of the provision of a replacement product
• proof of the cardholder withdrawing the dispute

Digital

If it concerns a digital product or service, please submit the following evidence:

• description and/or images of the digital product or service as they were displayed to the customer at the time of order
• proof of whether the customer attempted to resolve the issue with you before filing the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• activity/server logs proving that the customer accessed the purchased product after payment (ideally including IP addresses, timestamps, and detailed recorded activities)
• refund policy as communicated to the customer before the purchase, such as:
• copy of the text from your policy page
• screenshot of the policy on a receipt
• PDF with the relevant section of your terms and conditions
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the disputed payment amount exceeds the value of the unused portion if the service was partially used or consumed
• proof of an already processed refund
• proof of a provided replacement service
• proof of the cardholder withdrawing the dispute

Offline

If it concerns an offline service, please submit the following evidence:

• description and/or images of the offline product or service as they were displayed to the customer at the time of order
• proof of whether the customer attempted to resolve the issue with you before filing the dispute
• information on customer communication, if you communicated with the customer before the dispute or if subsequent conversations were aimed at resolution, such as:
• PDF or screenshot of the conversation
• PDF with a written report of a phone call (including contact details)
• the refund policy as communicated to the customer before the purchase, such as:
• copy of the text from your policy page
• screenshot of the policy on a receipt
• PDF with the relevant section of your terms and conditions
• all documents that refute the reason for the dispute, such as screenshots or PDFs with:
• proof that the disputed payment amount exceeds the value of the unused portion if the service was only partially used
• proof of an already processed refund
• proof of a provided replacement service
• proof of the cardholder withdrawing the dispute