A product unacceptable chargeback means the customer says what arrived was defective, damaged, or not as described. Nobody disputes the purchase itself. Here's what causes it and how to fix it.
It arrived, but they're unhappy
Shopify marks a chargeback Product unacceptable when the customer received the item, but feels it was defective, damaged, or not as described. Unlike fraud, nobody disputes the purchase. The question is whether the product matched your listing.
- Reason: Received, but faulty or not as described
- Not disputed: That they made the purchase
- Question: Did it match your listing?
- Decides: The card issuer
Why it happens
Common causes. Photos or copy that oversell. Sizing that runs differently than the chart. Damage in transit. Or a return process that was hard to find, so the customer went to their bank instead of to you.
- Listing: Photos or copy that oversell
- Sizing: Runs differently than the chart
- Transit: Damaged on the way
- Returns: Hard to find, so they went to the bank
Contact the customer
Step one: contact the customer. Check whether they asked you for a return first. Offer a return, a replacement, or a refund under your normal policy. If you resolve it, they must ask their bank to drop the chargeback. Shopify says to send your evidence anyway.
1. Did they ask for a return first?
2. Offer a return, replacement or refund
3. If resolved, they drop it with the bank
Show it matched the listing
Step two: submit evidence. Shopify lists the fulfillment date and time, the billing information, shipping and tracking, and descriptions or pictures from your store showing the product was as described. If they never tried to return it, or you sent a replacement, say so.
- Fulfilled: Date and time you fulfilled it
- Billing: Billing information the customer used
- Shipping: Shipping and tracking information
- Listing: Descriptions and photos that match
Contest, resolve or accept
Step three: be honest about whether to fight it. If the listing matched and the customer skipped your return process, contest it. If the product really was faulty, or the page overpromised, accepting it may be the right call. Then fix the listing.
| Option | What it means |
|---|---|
| Contest | Listing matched, no return tried |
| Resolve | Return or replacement agreed |
| Accept | Faulty, or the page overpromised |
Make the page match reality
To prevent the next one, make the product page match reality. Show the real product. List measurements, materials, and care. Put your return policy where customers can find it. And pack fragile items well.
- Photos: Show the real product
- Specs: Measurements, materials, care
- Returns: Policy easy to find
- Packing: Protect fragile items
Doing this at scale
A note on RiskClarity. It reviews orders for fraud, and logs the evidence behind each decision. It doesn't prevent quality disputes, and it won't make a faulty product pass. What it gives you is a record of the order, ready to export when a dispute arrives. See RiskClarity.