Reason Code 13.3: Not as Described or Defective Merchandise/Services

The cardholder claims the merchandise received isn’t as it was described (verbally or in the transaction receipt), arrived defective or damaged, or its quality isn’t as expected.

The merchant:

• Misrepresented their services or merchandise.
• Delivered the wrong merchandise.
• Sent the right merchandise, but it was damaged during shipment.

• Ensure the service or merchandise description is as described in advertisements, on the telephone, online, and in transaction receipts.
• Carefully package items to avoid damage.
• Refrain from selling counterfeit products.
• Ensure you ship the correct item.
• Accept returns and issue refunds promptly.

If the customer canceled services or returned the merchandise, they should allow 15 calendar days to pass before filing a dispute. 

You cannot refer the cardholder to the manufacturer. Also, this reason code supersedes the return policy.