PRODUCT UNACCEPTABLE

Evidence for a product unacceptable dispute

The customer says the item or service was defective, damaged, counterfeit, or materially different from what the store promised.

Records to gather

• The product listing as it appeared when the order was placed.
• Order and fulfillment records showing the exact item supplied.
• Pre-shipment photos, serial numbers, or quality-control records.
• Customer messages describing the problem and the merchant's response.
• The return or resolution policy accepted at checkout.
• Support history showing troubleshooting or an offered remedy.

How to organize the response

1. Compare the purchase-time listing with the delivered item or completed service.
2. Show the resolution offered and whether the customer used the stated process.
3. Keep unsupported opinions out of the response. Use dated records and images.

A current product page is not proof of what the customer saw at purchase. Preserve dated listing snapshots.

Source: Shopify Help Center. FlatBrief summarized the checklist.

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