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Article remporté ne correspondant pas à la description rétrofacturation: Guide du commerçant pour 2026
rétrofacturation?
Ce n'est plus votre problème.
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Plus de 600 avisEn bref :
- Compare the specific allegation with the purchase-time offer and supplied item.
- Delivery evidence does not independently prove product accuracy or quality.
- Use the exact network condition and provider response deadline.
- Document resolution attempts and reconcile existing refunds.
An item not as described chargeback is a payment dispute alleging that the goods or services received differed from what the merchant represented at purchase. A useful response compares the specific complaint with the original offer, the product or service supplied, and the steps taken to resolve the issue.
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Identify the Exact Complaint First
Read the issuer’s claim before collecting documents. A wrong model, an undisclosed limitation, transit damage, incomplete service, and a counterfeit allegation are different problems. The fact that an order was delivered does not independently establish that its contents matched the offer.
Distinguish this category from item not received and unauthorized transactions. The first concerns fulfillment; the second concerns permission to make the payment. Neither should be answered with a generic product-quality argument.
| Complaint | Compare These Records | What the Comparison Can Establish |
|---|---|---|
| Wrong item or specification | Original listing, selected variant, order, and fulfillment record | Whether the chosen and supplied versions match |
| Damage or defect | Customer photos, shipment condition, inspection, and replacement history | The reported problem and available resolution evidence |
| Service not as promised | Agreed scope, deliverables, dates, and communications | What was promised and what was performed |
| Digital product limitation | Purchase-time description, compatibility disclosures, and support logs | Whether the disputed feature or restriction was disclosed |
| Counterfeit allegation | Exact dispute condition and reliable sourcing or authenticity records | Whether a separate counterfeit response is required |
Check the Network Condition and Provider Deadline
Visa identifies not-as-described or defective merchandise/services under condition 13.3. Mastercard’s 4853 category includes not-as-described or defective goods/services among multiple cardholder-dispute conditions. Use the actual notice and subtype; a broad code alone may not explain the claim.
See the Visa merchant dispute guide and Mastercard merchant chargeback guide for the relevant conditions. Your provider’s current response cutoff governs when you must submit. Do not replace it with a universal 20-day estimate.
The reason-code guide provides wider context. If counterfeit goods are specifically alleged, inspect the precise condition rather than assuming the same quality-dispute evidence is sufficient.
Build an Evidence Packet That Answers the Allegation
Follow the current case and provider requirements
Connect the original promise to the actual complaint
Purchase-time offer
Preserve the purchase-time offer. Use the product description, photos, selected options, and service scope that applied to the order.
What was supplied
Identify what was supplied. Connect fulfillment records, item identifiers, or completed deliverables to the disputed transaction.
Disputed difference
Show the disputed difference. Explain exactly which specification, condition, or promise the customer contests.
Resolution attempts
Document resolution attempts. Include relevant repair, replacement, return, or refund communication.
Completed credit
Reconcile any credit. Identify the completed refund amount, date, and reference.
Final review and submission
Review and submit. Use readable files and retain submission confirmation.
A screenshot of the listing can establish what was advertised. It cannot prove that the specific unit shipped was defect-free. A warehouse photo can identify an item, but it may not establish its condition at delivery. Explain these limits rather than presenting any single exhibit as decisive.
Use standardized evidence records and the representment guide to organize the response.
Do Not Rely on a No-Refund Policy Alone
Visa’s guidance states that a return policy does not determine the validity of a condition 13.3 dispute. A policy can help explain the transaction history, but it does not answer a substantiated allegation that the goods differed from the description.
For a hypothetical wrong-size claim, compare the size ordered, the published measurements, and the actual item supplied. If your records show the wrong variant was shipped, address that failure. Do not turn delivery confirmation into an argument that the product was correct.
Separate Marketplace Cases From Card Disputes
A marketplace buyer-protection case may use its own eligibility rules, deadlines, and appeal process. A card-issuer dispute uses the payment network and provider workflow. Check which case is open, retain both references where relevant, and reconcile any credit before initiating another refund.
Use refund and chargeback reconciliation when money has already been returned. Do not assume a marketplace decision automatically decides the card dispute.
Prevent the Next Description Gap
Review complaints by product variant, supplier, description version, and fulfillment process. Fix recurring mismatches, compatibility omissions, or unclear service scopes. Investigate suspected friendly fraud from the evidence without dismissing valid complaints.
The prevention guide helps prioritize controls. If evidence preparation is the bottleneck, explore Chargeflow’s automated chargeback recovery.
Compare the purchase-time promise with the complaint
In a hypothetical furniture case, the customer alleges that the delivered item differs from the advertised dimensions. Preserve the listing version shown at purchase, the selected variant, the confirmation, relevant product measurements, customer photographs, and return or refund correspondence. A later edited listing does not establish what the customer originally saw.
| Comparison field | Record |
|---|---|
| Promise at purchase | Dated listing, selected variant, specifications, and stated limitations. |
| Alleged mismatch | The customer’s specific complaint and relevant photographs or messages. |
| Response and remedy | Support chronology, return instructions, received return, and credit identifiers. |
| Service alternative | Agreed scope, acceptance criteria, work records, and the particular unmet promise. |
Use the product-description response template to organize the argument. If the allegation is nonreceipt instead, use the nonreceipt evidence guide.
Continue learning: Evidence and escalation
Use Chargeback Evidence and Escalation: Choose Your Next Step to choose the next merchant task in this topic.
- Chargeback Reason Codes: Network Examples and Evidence: Reason-code interpretation and routes to claim-specific evidence.
- What Is Chargeback Representment? Definition and Process: Merchant evidence submissions and the decision to counter a dispute.
Sources and scope
Source notes updated: October 11, 2026. Merchant evidence and response handling. Match records to the actual allegation and payment. Escalation eligibility, file requirements and the submission cutoff come from the applicable network and merchant provider.
- Stripe: claim-specific evidence guidance
- Stripe: responding to card disputes
- Visa: current public rules and editions
For a live case, retain the governing document’s edition or effective date, the relevant provision, and the provider notice.
Foire aux questions
Does delivery confirmation win a not-as-described chargeback?
Delivery confirmation supports receipt of a shipment. A not-as-described chargeback also requires addressing the alleged difference between what was offered and what was supplied.
Can a no-refund policy block a not-as-described dispute?
A no-refund policy does not by itself block a not-as-described dispute. Assess the specific network condition and the substance of the complaint.
What if the product listing changed after purchase?
Use the product listing and terms that applied when the customer bought the item. A later description does not establish what the customer originally saw.
De combien de temps est-ce que je dispose pour répondre ?
Use the response deadline shown in the actual dispute. The available time depends on the provider, network, reason, and stage.
rétrofacturation?
Ce n'est plus votre problème.
Récupérez 4 fois plus d'rétrofacturation s et PRÉVENTION jusqu'à 90 % des messages entrants, grâce à l'IA et à un réseau mondial de 20 000 commerçants.
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