Not as described or defective merchandise

The evidence this code accepts

1. 1

   The exact description the customer bought from

   The dispute is a comparison, so the reader needs both sides of it.

2. 2

   What shows the item matched that description

   Specifications, pre-dispatch photos, batch or serial numbers.

3. 3

   Whether the item has been returned

   A cardholder who kept the goods and got the money is the point you can make.

4. 4

   The refund or return policy and how it was shown

   On this code the policy does carry weight, if the customer saw it.

5. 5

   Customer messages about the fault

   Shows whether you were given a chance to repair, replace or refund.

6. 6

   Delivery confirmation

   Establishes what arrived and when the clock started.

Where sellers lose this one

• They argue about quality in their own words with no reference to the listing.
• The policy was in the footer only, so the issuer treats it as not disclosed.
• The item was returned and they still respond as though it was not.