Countering 'Product Unacceptable' disputes

Preparing evidence to submit to the banks for review

Erik Dreyer avatar
Written by Erik Dreyer
Updated over a week ago


Goodshuffle does not decide who wins or loses a dispute. We work with you to compile evidence and submit it to the proper financial partners and card issuers.

Reason for Dispute

The product or service was received but was defective, damaged, or not as described.

How to respond

First, get in touch with your customer. If you understand what they believe happened, there is a chance for you to explain the misunderstanding or to make it right.

If the product or service is as described, provide specific information (invoice, contract, and so on) to counter the cardholder’s claims. Provide as much specific information and documentation as possible — we recommend that you address each point that the cardholder has made.

If the customer hasn’t yet returned the product or canceled the service, provide specific information to that effect. You should double-check your incoming shipping records to verify that you have not received a return before you respond. If you have processed a credit or reversal for this transaction, provide evidence of this which includes the amount and date processed.

For products that have been repaired or replaced, provide evidence that the cardholder agreed to a repair or replacement, it’s been received by the customer, and the repair or replacement hasn’t since been disputed.

If the customer no longer disputes the transaction, provide a letter or email from the cardholder stating that they’re no longer in dispute.

Required to overturn dispute

Demonstrate that the product or service was delivered as described at the time of purchase.

Submitting Evidence

You can submit evidence by locating the dispute record on the billing tab of the project and clicking the "Counter Dispute" button. This will take you to a dedicated page where you will fill out the available form fields and attach any files you have based on the types of evidence below. Review our Formatting Files article for best practices.

Types of Evidence

  • Customer Communication: Evidence (for example, photographs or emails) to prove a link between the person receiving products and the cardholder, or proving that the cardholder disputing the transaction is using the service.

  • Customer Signature: Evidence that the person who signed for the products was authorized to sign for—or is known by—the cardholder.

  • Service Date / Documentation: Documentation showing proof that a service was provided to the cardholder, including the date that the cardholder received or began receiving the purchased service in a clear human-readable format. This could include a copy of a signed contract, Receipt of Goods and Services, or other form of written agreement.

Did this answer your question?