The customer says the sweater is a different colour from the photo. Or that the lamp arrived cracked. Or that the "solid oak" shelf is clearly not. This is the dispute where your product page, your photos and your return process all get examined, and where the stores with tidy records quietly win more often than the stores with great products and poor paperwork.
Quick answer: Shopify calls this reason Product unacceptable. It covers goods the customer says are defective, damaged or not as described. Shopify tells you to contact the customer first, then send your fulfillment record, billing details, shipping and tracking, and listing text or photos that show what you promised. Add proof that the customer never tried to return the item, or that you offered a replacement. Save a dated copy of your listing, because that is your proof of what you promised.
This guide is for you if:
- You sell physical goods on Shopify Payments from Canada and customers dispute condition, quality or accuracy.
- You want to know what Shopify asks for, and how to use your listing and photos as evidence.
- You want to decide whether to fight, refund or replace.
Last updated: 22 October 2026
Disclosure: ChargeFix publishes this guide and sells an app for Shopify Payments disputes. The Shopify rules come from Shopify's Help Center, listed at the end. This guide does not state Canadian consumer protection rules or provincial law, because we did not research them. Check those separately.
TL;DR
- Shopify's reason is Product unacceptable, which covers faulty, broken or misdescribed goods.
- Contact the customer first. If the matter is resolved, include evidence they agreed to drop the dispute.
- Send the listing words or photos that show what you promised, plus fulfillment, billing and shipping records.
- A record that no return was ever requested, or that you sent a reshipment, can decide the case.
- Save a dated copy of your listing and packing photos before disputes happen.
Do this today
- Open the dispute and read exactly what the customer says is wrong.
- Find your product listing as it was on the order date, and your packing photos if you have them.
- Check your records for any return request, reshipment or conversation.
- Contact the customer and offer a fix.
- Build the response around the claim, and file before the due date.
Product not as described chargebacks in Canada: the process in one table
| Step | What you do | Why |
|---|---|---|
| 1. Read the claim | Faulty, broken or misdescribed | Each needs different proof |
| 2. Find the listing | The version live on the order date | It shows what you promised |
| 3. Check for a return attempt | Messages, return requests, replacement | Shopify asks about this |
| 4. Contact the customer | Offer a fix | Many disputes end here |
| 5. Decide | Fight, refund (inquiry only), replace | Refunds stop once a chargeback begins |
| 6. Build the response | Listing, photos, shipping, communication | Shopify's evidence order |
| 7. File | Before the due date | The window is 7 to 21 days, no extensions |
What is a product not as described chargeback on Shopify?
This kind of dispute is one where the customer tells their bank the item they received does not match what was advertised. Shopify files it under the reason Product unacceptable. The reasons page describes it this way: the customer received the product but says it was defective, damaged or not as described.
That one label covers several different complaints.
| Complaint | What the customer means | What the proof looks like |
|---|---|---|
| Damaged | It arrived broken | Packing photos, carrier handling, claim records |
| Defective | It does not work | Testing records, product specs, customer messages |
| Wrong item | Not what they ordered | Order record, packing slip, item photos |
| Not as described | It differs from the listing | The listing itself, photos, specs |
| Different quality | Looks cheaper than expected | Listing language, reviews, material details |
| Wrong size or colour | Fit or shade issue | Size guide, colour notes, photos |
The test in any product unacceptable dispute is a comparison between what you said and what you sent. That is why your listing matters as much as your shipping records.
What does Shopify tell you to submit for a product unacceptable dispute?
Shopify's guidance for Product unacceptable is specific. Contact the customer first. If it is resolved, send evidence of their agreement to drop the chargeback. Whatever the outcome, submit the fulfillment date and time, billing information, shipping and tracking details, and your product descriptions or pictures. Where the customer made no return attempt, or you sent a reshipment, add proof of that as well.
| Evidence | What it shows | Where to find it |
|---|---|---|
| Fulfillment date and time | You shipped on a given day | Shopify order timeline |
| Billing information | The buyer who paid | Order details |
| Shipping and tracking | It was sent and delivered | Carrier records |
| Product descriptions | What you promised in words | Listing, saved as PDF |
| Product pictures | What you showed | Listing images, packing photos |
| No return attempt | The customer never asked to return it | Message history, return log |
| Replacement sent | You tried to put it right | Replacement order and tracking |
| Customer agreement | They agreed to drop the dispute | Email, bank letter |
Shopify's evidence order runs from direct proof, to customer acknowledgment, to policy documentation, to supporting context. For this reason, the listing is direct proof, the customer's messages are acknowledgment and your return policy is policy documentation.
Files must be PDF, JPEG or PNG, up to 2 MB each and 4 MB combined, with one file per evidence type and no links, audio or video. A link to your product page proves nothing, since pages change. Save the page as a PDF with a date.
Why does your listing matter so much in a product not as described dispute?
The listing is your promise to the buyer. If the customer says "not as described," the reviewer wants to know what was described. If you cannot show the listing as it stood on the order date, you are asking them to trust your memory.
Product pages change. Photos are swapped, descriptions edited, sizes updated. Six weeks later, when a dispute arrives, the page may not match what the customer saw. A dated copy fixes that.
Listing snapshot routine (do this when you publish or change a product)
For each product page:
[ ] Save the page as PDF (print to PDF), name it
product-[handle]-[YYYY-MM-DD].pdf
[ ] Include description, size guide, materials and care notes
[ ] Include all photos as shown on the page
[ ] Note the price and any variant details
[ ] Store in one folder: listings/[year]/[month]
[ ] When you edit the page, save a new dated copy
For disputes:
[ ] Find the snapshot dated on or before the order date
[ ] If none exists, use the earliest copy and say so honestly
A snapshot should be a single clear PDF under 2 MB. If the page is long, save only the product section, not navigation and footer. Keep the size guide and any material or care notes, since "not as described" often turns on a detail like fabric content or dimensions.
| Detail | Why it can decide a case |
|---|---|
| Dimensions | "It's smaller than I thought" |
| Materials | "This isn't real leather" |
| Colour notes | "The colour is different from the photo" |
| Size guide | "It doesn't fit" |
| Included items | "Parts were missing" |
| Condition (new, refurbished) | "It was used" |
How do packing photos help in a product unacceptable chargeback?
For damaged and defective claims, evidence from before shipping is gold. A photo of the item in good condition, packed, on the day you shipped it shows the problem did not exist when it left you.
You do not need a studio. A phone photo of the item and the packed box, with the order number visible, takes thirty seconds. For higher value or fragile items, it is worth doing every time.
Packing record (30 seconds per order)
[ ] Photo of the item, showing its condition
[ ] Photo of the packed box, with the order number or packing slip visible
[ ] Packing slip lists every item and quantity
[ ] Serial or batch number noted, if the product has one
[ ] Saved as order-[number]-packing.jpg (under 2 MB)
Two cautions. Photos help only if they match the item sent. And a photo of a good item does not beat a customer photo of a broken one if the damage happened in transit. That is a carrier matter. If a parcel arrived damaged, claim from the carrier and replace or refund the customer. Fighting a damaged-in-transit dispute with packing photos alone is a weak case.
| Claim | Packing photos help? | Better first move |
|---|---|---|
| Defective on arrival | Yes | Show testing or batch records |
| Damaged in transit | Limited | Replace or refund, claim from the carrier |
| Wrong item | Yes | Show packing slip and item photo |
| Not as described | Less so | Use the listing |
| Missing parts | Yes | Show the packing slip and kit photo |
How do size and fit claims work when a product unacceptable dispute arrives?
Apparel, footwear and furniture draw many disputes where the item matches the listing but not the customer's expectation. In a product unacceptable dispute of this kind, your size guide is the evidence.
Make the guide specific. A chart with measurements in centimetres and inches, a note on how the garment is cut and a line about fabric stretch gives a reviewer something concrete. "True to size" with no measurements gives them nothing.
| Listing element | What it proves in a fit dispute |
|---|---|
| Measurement chart | The item matches the stated size |
| Cut and fit note | The customer was warned about fit |
| Fabric and stretch note | Behaviour was described |
| Model height and size | A reference for expectations |
| Returns for size | You offered a fix |
If a product not as described claim says the size is wrong and your listing was accurate, your best response combines three things: the saved listing with the chart, the order record showing which size they chose and your return policy showing they could have exchanged it. If the customer never asked for an exchange, say so with the message history.
If you did send the wrong size, own it quickly. A reshipment or refund before the matter goes further saves you the amount, the fee and the argument.
Size and fit dispute checklist
[ ] Saved listing shows the size chart on the order date
[ ] Order record shows the size and variant chosen
[ ] Packing slip lists the same size
[ ] Return or exchange policy visible at checkout
[ ] Message history: did the customer ask to exchange?
[ ] Offer made: exchange label, refund on return, or both
How do custom, used and refurbished items change the case?
Some goods carry extra risk of a misdescription dispute because the "description" is a negotiated or conditional thing.
| Item type | Extra evidence that helps |
|---|---|
| Custom or made to order | The approved specification, mockup or proof, signed off by the customer |
| Used or pre-owned | Condition grading in the listing, photos of flaws |
| Refurbished | A statement of what was repaired, testing notes |
| Bundles and kits | The packing slip listing every part |
| Items with serial numbers | The serial number shipped, matched to the order |
For custom work, the strongest evidence is the customer's own approval. A saved email saying "looks good, go ahead" before production turns a dispute about taste into a question about whether the item matches what was approved. For used or refurbished goods, the grading language in the listing is the promise. "Good condition" without detail leaves room for argument. "Minor scuffs on the left edge, photographed" does not.
If a customer disputes an item the listing described as used, point to the description and the photos of the wear, and compare them with what they say. If the item is truly worse than described, offer a fix.
What can a product unacceptable dispute teach you about your listings?
Every product not as described chargeback is feedback. Over a quarter, a handful of product not as described claims often point at the same few causes.
| Pattern | Likely cause | Fix |
|---|---|---|
| Colour complaints on one product | Photos do not match the real shade | Reshoot, add colour notes |
| "Smaller than expected" | Dimensions hidden or unclear | Put measurements near the top |
| Defects in one batch | A supplier or production issue | Inspect stock, pause sales |
| Damage in transit | Weak packing | Better packaging, carrier review |
| Wrong item sent | A pick or pack error | Add a scan or checklist step |
| Missing parts | Kit packing gaps | A packing list with ticks |
Write down each product unacceptable dispute and each product not as described chargeback in your audit worksheet, with the product and the cause. After a quarter the top product on the list is the one to fix first, since a listing fix lowers disputes without any evidence work at all.
Does a return attempt change the dispute?
Yes, and Shopify asks about it. A customer who never asked to send the item back before the chargeback skipped the normal route, and your records can show that. If they did try and you refused or ignored them, that hurts you.
So your return process is part of your defence. Make the policy visible at checkout and in the order confirmation email, and respond fast to return requests.
| Situation | What it tells the reviewer |
|---|---|
| No contact before the dispute | The customer did not try to resolve it |
| Return requested, you replied quickly with a label | You offered a fix |
| Return requested, no reply | You ignored the customer |
| Replacement sent and delivered | You tried to put it right |
| Replacement refused by customer | They wanted money, not a fix |
Save the record: a dated copy of your return policy, the confirmation email that included it, and any messages. If you sent a reshipment, save the order and tracking.
Should you refund, replace or fight a product not as described dispute?
Timing decides your options. Shopify says you cannot refund once a chargeback has begun. For an inquiry you can issue a refund. Refunding in full on an inquiry stops a chargeback from following, while a partial refund does not.
| Stage | Options |
|---|---|
| Customer emails a complaint | Offer a return, reshipment or refund |
| Inquiry arrives | Full refund ends it; or respond with proof |
| Chargeback arrives | Fight, accept, or ask for a withdrawal letter |
An early fix is almost always cheaper than fighting a product unacceptable dispute. A reshipment or refund costs the goods and shipping. A lost chargeback costs the amount, the C$15 or US$15 fee, the goods and the time.
Fight, refund or replace (fill in)
Disputed amount = A
Fee (C$15 or US$15, back only on a win) = F
Cost of goods + shipping already spent = G
Cost to replace (goods + shipping) = R
Time to respond = T
Replace or refund early: cost = R (or G)
Fight and win: cost = T
Fight and lose: cost = A + F + G + T
If the product matches the listing and you have proof, fight.
If the product is genuinely wrong, damaged or defective, fix it.
Be honest about your own product when a product not as described claim arrives. If the item really is not as described, fighting wastes money and can harm your reputation. If it matches the listing and the customer simply changed their mind, your records should win.
How do you write the response to a product unacceptable dispute?
Lead with the comparison: here is what we described, here is what we sent.
Reply to a misdescription claim (adapt to your case)
Order #[number], placed [date] for C$[amount].
Summary
The customer disputes the condition or description of this order. The
records below show the item matched its listing and shipped in good order.
1. The listing
Product page as published on [date], saved as PDF (file 1). The
description states [key detail]. The photos show [what they show].
2. Condition when shipped
Fulfilled [date and time]. Packing photo taken [date] (file 2) shows
the item in good condition.
3. Shipping and delivery
Carrier [name], tracking [number], delivered [date] to [address].
4. Customer contact and returns
The customer first contacted us on [date / did not contact us before the
dispute]. We offered [return / replacement / refund] on [date]. [The
customer did not return the item / a replacement was sent on [date]].
Messages attached (file 3). Return policy shown at checkout (file 4).
Attached files: [list]
Keep a product unacceptable response short, factual and polite. Do not argue about taste. State what the listing said and what was sent.
What are the common product not as described scenarios, and how do you answer each?
| Scenario | Your best move |
|---|---|
| Customer says colour differs from photo | Show the listing, colour note and any variant photo |
| Customer says it is too small | Show the size guide and dimensions |
| Item damaged in transit | Replace or refund; claim from the carrier |
| Item defective, within warranty claims | Offer a repair or reshipment quickly |
| Wrong item sent | Own it, replace and note the cause |
| Counterfeit claim | Show supplier invoices and product details |
| Missing parts | Show packing slip and kit photo |
| Customer never contacted you | Say so, with message history |
For counterfeit claims in a product unacceptable chargeback, proof of source matters, such as supplier invoices and product identifiers. This is a serious accusation, so respond with facts and records.
How do you prevent a product unacceptable chargeback?
Most of the work on product not as described chargebacks happens before the order. These steps reduce disputes.
| Step | Why it helps |
|---|---|
| Accurate, detailed descriptions | The promise matches the product |
| Real photos from several angles | Fewer surprises |
| Honest colour and size notes | Fewer fit and shade complaints |
| Clear return policy at checkout | Customers use it first |
| Fast support replies | Problems are fixed before the bank hears |
| Quality checks before shipping | Fewer defects leave the building |
| Protective packing | Fewer damaged parcels |
| Follow up after delivery | Issues surface early |
Check your own refunds and complaints for patterns in product not as described disputes. If one product keeps drawing the same complaint, fix the listing or the product. A chargeback audit will show which products cause the most disputes.
Prevention also protects your rate. Visa's excessive line is 1.5% from April 2026 in the US, Canada, the EU and Asia Pacific, according to chargeback.io, and Shopify can enrol a store at 1.5% over 90 days. Winning a dispute does not remove it from your rate, and the bank can dispute a won case again.
What does a product unacceptable chargeback cost?
| Cost | Detail |
|---|---|
| Disputed amount | Taken when the dispute is filed |
| Fee | C$15 or US$15, returned only on a win |
| Goods | The customer may keep them on a loss |
| Shipping | Already paid, and return shipping if it applies |
| Time | Hours on evidence |
| Rate | Counts even if you win |
Mastercard segment data, reported by chargeback.io, shows that disputes vary in average value by category. For your own store, add up your numbers in the audit: average disputed amount for this reason, number per quarter and win rate.
How does ChargeFix help with product not as described chargebacks?
ChargeFix works with Shopify Payments disputes. For Product unacceptable it pulls the order records together and flags what is missing.
- Dispute fetched. ChargeFix fetches the chargeback when it opens, with its reason, amount and due date.
- Records read. It reads the order, payment details, addresses, tracking and delivery status from your store.
- Evidence scored. Each item is checked, with a fix beside every gap. A missing listing snapshot or packing photo shows up as a gap you can fill.
- Plain verdict. Worth fighting, improve the evidence first or weak evidence.
- Letter from facts. The response is drafted only from verified facts in your records.
- You approve. Manual mode is the default. Auto mode, on Starter plans and above, is off until you turn it on and confirm, and its default rule covers product not received with delivery confirmed. Product unacceptable disputes are saved as drafts for you to review.
You add what only you have: the dated listing PDF, packing photos, customer messages. ChargeFix cannot promise a win, and it cannot judge whether your product really matched your listing. It stores minimal data: case ID, amount, reason, status, dates and shop settings, not customer names, addresses, emails or letters. The free plan covers 2 filings a month, and every paid plan starts with a 14 day trial.
What does a dated plan for a product unacceptable dispute look like?
This plan assumes the shortest window, 7 days.
| Day | What you do | Done when |
|---|---|---|
| Day 0 | Dispute opens. Read the claim and due date. | You know the deadline |
| Day 1 | Find the listing snapshot and packing photos | Files are saved as PDF or image |
| Day 2 | Check for return requests, reshipments and messages | History is on one page |
| Day 3 | Contact the customer and offer a fix | Message sent and saved |
| Day 4 | Decide to fight, replace or accept | A decision is written down |
| Day 5 | Build the response in Shopify's evidence order | Every claim points to a file |
| Day 6 | File | Confirmation shows in admin |
| Day 7 | Spare day | Nothing left to do |
| Up to 75 days later | Decision arrives | Record the cause for your audit |
What is different about product not as described chargebacks in Canada?
Most guides assume US rules. Several points change for a Canadian store on Shopify Payments.
| Topic | What applies in Canada | What to do |
|---|---|---|
| Fee currency | C$15 or US$15 by payout currency | Cost disputes in your payout currency |
| Shopify Protect | US stores only; fraud reasons only | Does not cover this reason |
| Complaints | Code of Conduct for the Credit and Debit Card Industry, supervised by FCAC | Raise a complaint with your processor first |
| Consumer law | Provincial and federal rules apply to sellers | Check them separately; not covered here |
| Carriers | Canada Post confirmation is online for 45 days | Save delivery records early |
| Benchmarks | Mostly US or global | Compare yourself with your own history |
Shopify Protect does not apply. It covers only fraudulent and unrecognized reasons, and only for US stores, so it would not cover this reason anywhere.
Consumer law. Provincial and federal rules may affect what you must offer for defective or misdescribed goods. This guide does not cover them. Check the rules for your province and your product type, and ask a lawyer for advice.
Where to complain. Shopify Payments (Canada) acknowledges a complaint within 5 business days and gives a final written decision within 45 days. The Financial Consumer Agency of Canada supervises the Code but is not a dispute resolution agency for individual cases.
What are the 10 mistakes to avoid with product unacceptable disputes in Canada?
- No dated copy of the listing. Without it, you rely on memory.
- Linking to the product page. Links are not allowed. Save a PDF.
- Ignoring the return route. Shopify asks whether the customer tried to return the item.
- Refusing or ignoring return requests. It looks bad and invites a dispute.
- Refunding after the chargeback began. Shopify does not allow it.
- Fighting a damaged-in-transit case with packing photos alone. Claim from the carrier instead.
- Arguing about taste. State what the listing said and what was sent.
- Skipping the customer contact. Many disputes end with a fix.
- Fighting an item that really is wrong. Own it, fix it and learn.
- Never reviewing patterns. One product with repeat complaints needs a better listing or a better supplier.
FAQs
What is a product unacceptable dispute?
It is a dispute where the customer tells their bank the item was faulty, broken or different from the advert. Shopify files it under the reason Product unacceptable. You contact the customer first, then submit your listing text or photos, plus fulfillment and shipping records.
What evidence does Shopify want for Product unacceptable?
Shopify asks for the fulfillment date and time, billing information, shipping and tracking, plus your product descriptions or pictures. Add evidence of any missing return attempt or any reshipment you sent. Keep every file within Shopify's size limits, and send files rather than links.
How do I prove what my listing said?
Save a dated copy of the product page as a PDF when you publish or change it, including description, size guide and photos. Files must be PDF, JPEG or PNG, up to 2 MB each, and links are not allowed. Use the snapshot dated on or before the order.
Should I refund or fight?
It depends on timing and truth. Before a chargeback starts, a refund or reshipment is usually cheaper than a fight, and refunding fully on an inquiry stops a chargeback. After a chargeback begins you cannot refund. If the product matches the listing and you have proof, fight.
What if the item was damaged in transit?
A damaged-in-transit case is weak for a merchant, because packing photos do not show what happened later. Replace or refund the customer, then claim from the carrier. If you do fight, include packing photos, tracking and any carrier handling records, and be honest about the limits.
Does it matter if the customer never tried to return the item?
Yes. Shopify asks whether the customer made any return attempt before the chargeback. A message history showing no return request, plus a visible return policy, helps. If the customer did ask and you did not respond, that hurts your case.
Can I refund after a chargeback has started?
No. Shopify says you cannot refund once a chargeback has begun. You can refund on an inquiry, and a full refund at that stage stops a chargeback. After one begins, the route is a withdrawal letter from the customer's bank, which can take 30 to 90 days.
Does winning remove the dispute from my rate?
No. Shopify says a resolved dispute still counts toward your dispute rate, and a won chargeback can be disputed again. Visa's excessive line is 1.5% from April 2026, and Shopify can enrol a store at 1.5% over 90 days. Better product descriptions and prompt returns are the way to lower the count.
Does Shopify Protect cover a product not as described chargeback?
No. Shopify Protect covers only fraudulent and unrecognized reasons on eligible Shop Pay orders, and only for US stores. This reason is outside it, and so is any other non-fraud reason. Your listing, photos, return process and response are what protect you, and Shopify also says Protect is not insurance.
How does ChargeFix help?
ChargeFix fetches each Shopify Payments dispute, reads your order and shipping data, scores the evidence with a fix beside every gap and drafts the letter from verified facts. You add the listing PDF, packing photos and customer messages. It cannot promise a win, and Product unacceptable disputes are saved as drafts for your review.
Start free trial with ChargeFix
You now have the evidence list, the listing snapshot routine and a response template for the product not as described chargeback. What most stores lack is the time to gather it all before the deadline. ChargeFix reads your Shopify order data, shows what is missing, writes the letter from verified facts and files when you approve it.
The free plan includes 2 filings every month, and every paid plan starts with a 14 day free trial. There is no cut of what you win, and no contract.
Ready to answer every product not as described dispute in Canada with proof? Start free trial
Sources
- Shopify Help Center, Reasons for a chargeback or inquiry
- Shopify Help Center, Resolving a chargeback or inquiry
- Shopify Help Center, Responding to chargebacks and inquiries
- Shopify Help Center, Considerations for using Shopify Protect
- Shopify Help Center, Network dispute resolution programs
- Shopify Payments (Canada), Code of Conduct complaint handling
- Canada Post, Finding who signed for a package
- chargeback.io, Chargeback statistics
- chargeback.io, Shopify chargeback guide
- ChargeFix, chargefix.pro
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