In an ideal world, customers can file an Item Not As Described dispute through PayPal when there is significant misrepresentation on an order, such as defect, damage, counterfeit, or incomplete parts. Unfortunately, this consumer protection mechanism, which PayPal established to serve a legitimate purpose, has also become a vehicle for dispute abuse that costs merchants billions annually.

With the peak season approaching, when transaction volumes and disputes historically surge, understanding how to prevent and win these chargebacks filed under the “Not As Described” reason code is primal to protecting your bottom line. Whether you’re dealing with legitimate customer complaints or suspected friendly fraud, here’s how to deal with Item Significantly Not As Described PayPal disputes.

Why Do Buyers File ‘Item Not As Described’ Disputes?

Customers initiate Item Significantly Not As Described (SND) disputes when they believe the product they received doesn’t match what you promised on your landing page. But, of course, there are other motivations behind cases filed under this chargeback reason code.

Let’s explore these:

1) Legitimate Reasons for Filing SND Disputes

Some SND disputes stem from genuine dissatisfaction or actual discrepancies between expectations and reality, such as:

• Specification Mismatches: The product lacks advertised features, dimensions, or technical capabilities. For example, a customer orders a "waterproof" jacket that leaks, or a 15-inch laptop that arrives as a 13-inch model.
• Quality Shortfalls: The item's build quality, materials, or craftsmanship fall significantly below what the listing suggested. A "genuine leather" bag is made of vinyl, or "professional-grade" tools break after first use.
• Misleading Visuals: Product photos or marketing materials created expectations the actual item couldn't meet. Exaggerated colors, digitally enhanced images, or cherry-picked examples can lead to disappointment upon delivery.
• Wrong Item Delivered: Simple fulfillment errors result in customers receiving completely different products than ordered—perhaps due to warehouse mistakes, mislabeled inventory, or shipping errors.
• Undisclosed Damage or Defects: Items arrive with flaws, scratches, missing components, or functional issues that weren't mentioned in the listing.

That said, you must also know that up to 80% of chargebacks have been attributed to friendly fraud. That means most Item Not As Described (INAD) disputes you’ll get may not reflect genuine merchant failures.

2) Illegitimate Reasons for Filing SND Disputes

A scammer or liarbuyer looking to steal from you will always find an excuse to file disputes. Some unrealistic reasons why buyers file SND disputes include the following:

• Unreasonable Expectations: Some customers form expectations beyond what was actually promised, then dispute when reality doesn't match their imagination. A "vintage" item showing age-appropriate wear or a "budget-friendly" product with expected limitations can trigger disputes from buyers who misunderstood the value proposition.
• Buyer's Remorse Disguised: Rather than accepting responsibility for an impulse purchase or changed mind, some customers file INAD disputes as an easier refund path than legitimate return processes.
• Friendly Fraud: A growing percentage of disputes are intentionally fraudulent. Customers receive exactly what they ordered but claim otherwise to get free merchandise or recover funds they've already spent.
• Compromise After Legitimate Use: Some buyers use products as intended, then file disputes claiming defects or misrepresentation, essentially attempting to rent items for free.

Real Merchant Stories of False Item Not As Described Chargebacks

Consider this scenario shared by a pPayPal seller (Blu Ray Waffles) who lost $1,250:

"I recently sold a bike to a guy for $1000, and he claimed that I advertised the wrong bike and that it was a different model. Once I proved him wrong, he then went to PayPal customer support, and they gave him his money back (even though I had tons of proof that the listing was right), and he then shipped the bike back. I just got the bike in the mail, and there are dents all over the frame and scratches everywhere, and there is no way I can sell that bike. I’ve now lost 1000$ for the bike and 250$ for shipping."

Another merchant described losing $420 when a buyer filed a chargeback claiming an item was "significantly not as described," despite comprehensive documentation proving otherwise. The buyer kept the merchandise while receiving a full refund.

How to Respond to an Item Not as Described Dispute

When a dispute is filed, PayPal places a temporary hold on the transaction funds during the chargeback process. PayPal allows you to fight the case (respond) by following specific guidelines they’ve outlined.

Maximizing your chances of winning requires that you understand what qualifies for an INAD dispute and prove the customer’s case wrong with compelling evidence.

What Qualifies as for “Item Not as Described” Dispute

PayPal created the Item Not As Described category to protect buyers who receive items that materially differ from the listing. Therefore, legitimate grounds include:

• Defective or damaged merchandise not disclosed in the listing
• Counterfeit items when authentic goods were advertised
• Wrong items entirely (e.g., ordering a laptop but receiving a tablet)
• Missing components of a set or bundle
• Incorrect specifications (different model, size, or features)

What Doesn't Qualify for “Item Not as Described” Dispute

According to PayPal's terms of service, these situations should not result in Item Not As Described claims:

• Defects that were clearly disclosed in the item description
• Buyer's remorse or changed mind after purchase
• Items that met the description but not the buyer's expectations
• Minor wear on items accurately described as "used"

If you can prove the customer was made aware of a defect or missing specification, you will win the case by following the guidelines below.

Step-by-Step “Item Not as Described” PayPal Dispute Response Process

1. Log in to your PayPal account and navigate to the Resolution Center
2. Click "Respond" in the Action column next to the disputed transaction
3. Select your response type and click Continue
4. Provide comprehensive documentation (detailed below)
5. Submit before the deadline as late responses result in automatic losses

Critical Evidence to Submit for “Item Not as Described” PayPal Dispute

Your case strength depends on documentation quality. Compile these materials:

Product Documentation:

• Detailed item descriptions with measurements and specifications
• Multiple high-resolution photos from various angles
• Condition disclosures (for used items)
• Authenticity certificates (for luxury goods)

Shipping Verification:

• Tracking numbers showing delivery to the buyer's confirmed address
• Delivery confirmation with recipient signature
• Proof of insurance (for high-value items)
• Photos of packaging condition at shipment

Communication Records:

• All correspondence with the buyer about the transaction
• Evidence that the buyer acknowledged your return policy
• Screenshots showing the buyer received and read important messages

🔔Important Note: Once uploaded to PayPal, you cannot view these files again, only a summary of submitted information appears. Keep your own copies. IT’s also crucial to note that success rates of manual representments are unfortunately low. That’s why merchants are increasingly migrating to Chargeflow.

Preventing Item Not As Described PayPal Disputes Before They Happen

The best dispute is one that never occurs. Implement these preventive strategies to avoid Item Not As Described PayPal disputes:

Enhanced Product Listings:

• Use clear, accurate descriptions with specific measurements
• Include photos from multiple angles in various lighting
• Disclose all flaws, wear, or damage upfront
• Specify exactly what's included in the sale

Clear Policies:

• Display return and refund policies prominently
• Require customers to acknowledge policies before purchase
• Set realistic expectations about shipping times and item condition

Proactive Communication:

• Send order confirmations immediately
• Provide tracking information as soon as available
• Follow up after delivery to ensure satisfaction
• Address concerns quickly before they escalate to disputes

Strengthen Tech Defence Systems:

• Use chargeback deflection alert to pre-empt disputes with auto refund
• Block fraud in real time and keep every sale in your pocket with Chargeflow Prevent

Documentation Habits:

• Photograph items before shipping
• Use tracked shipping methods
• Maintain organized records of all transactions
• Save all customer communications

The Role of Automation in Avoiding False Item Not As Described PayPal Dispute

High-volume sellers and merchants in high-risk verticals (such as gaming and most other eCommerce transactions) benefit from automated dispute management solutions that use artificial intelligence to:

• Analyze dispute patterns and identify fraud indicators
• Generate evidence-based responses quickly
• Track submission deadlines automatically
• Learn from past disputes to improve future outcomes

While manual dispute handling works for occasional cases, merchants facing regular disputes should consider whether automation could improve their win rates and reduce the time burden. Mastercard says: "merchants that re-examine their approach and implement advanced automated technologies will reap the rewards of reducing chargebacks while improving customer satisfaction and loyalty." – (Mastercard 2025 State of Chargebacks Report, p. 4)

Protect Your Business From Item Not As Described PayPal Disputes

Item Not As Described PayPal disputes represent a significant operational challenge for eCommerce businesses. Success requires a two-pronged approach: preventing disputes through excellent service, technology defense, and documentation, and responding effectively when disputes occur despite your best efforts.

By maintaining detailed records, communicating clearly with customers, optimizing your defense system, and responding to disputes with comprehensive evidence, you can protect your revenue and reduce the impact of both legitimate complaints and fraudulent claims.

Remember that every business will face some disputes. They're an inevitable part of eCommerce. You may not be able to eliminate them entirely. But you can surely minimize their frequency and maximize your recovery success rate when they do occur.

Join 15,000+ merchants using Chargeflow to do that on autopilot.