Preserve what the buyer was shown in a product dispute

Identify the complaint before choosing the files

Read the case reason and complaint in the provider's record. Stripe's product-unacceptable category covers a physical product alleged to be damaged, defective or inaccurately represented before purchase. Those allegations call for different comparisons. Record which description, item feature or condition the buyer disputes instead of reducing every complaint to whether a parcel arrived.

Keep the case stage and response deadline beside that complaint. Stripe distinguishes accepting or challenging a formal dispute from dealing with an inquiry; accepting an inquiry does not resolve it. Use the actual case instructions and deadline. Do not infer the available action from an informal support message or assume that a conversation with the buyer has stopped the response clock.

Recover the offer as it stood at purchase

Find an existing dated copy of the description and images associated with the ordered item, together with the order's product or variation reference. Identify the record's date and how you linked that version to the purchase. A retained page version, the description preserved on a receipt or genuine pre-purchase correspondence can answer different parts of that question; retain the limits of each source.

A screenshot taken today establishes today's page. If the description changed after the sale, preserve both versions with their dates and explain which version can be tied to the order. Do not backdate a capture or rebuild a supposed historical page from memory. Where no contemporaneous copy exists, say the historical wording could not be established from the available records.

Include the relevant image or label wording when the complaint concerns what those elements showed. The FTC's truth-in-advertising guidance calls for truthful, non-misleading and substantiated advertising across media, including websites. That principle supports examining the actual commercial claim and its evidence; it does not establish that this merchant's claim was lawful or that a research-only label resolves a contradictory representation.

Connect the allegation to records that can address it

For a description complaint, identify the exact disputed wording or image and compare it with the ordered item. For a reported condition problem, identify any genuine packing, dispatch, customer-provided or return records relevant to that condition. Preserve who created each record and when. A photograph of a parcel can show what is visible in that photograph; it cannot establish an unseen property of its contents.

Keep fulfillment evidence within its scope. A matching shipment reference can connect an order to a parcel, and a carrier event can describe that parcel's delivery history. Neither by itself establishes that the product was undamaged, matched every specification or had a particular scientific or safety property. Do not attach generic shipping evidence as though it disproves a product-condition complaint.

Preserve the actual customer communications, including facts that conflict with your preferred explanation. Stripe's category guidance also identifies the refund policy disclosed before purchase and the existing return, replacement or refund history as relevant records. Distinguish a request, a promise and a completed action. Record an absent document as unavailable rather than substituting a policy or record created after the dispute.

Make the evidence selection before the submission decision

For every file you intend to use, write the narrow fact it supports and the part of the complaint it addresses. Remove unrelated material from the proposed submission while preserving the complete source records internally. Mark contradictions and missing historical evidence for the person authorized to decide whether to accept or challenge the formal dispute.

Stripe states that evidence is submitted once and cannot be edited after submission, that the response window is limited, and that the issuer decides the outcome. Finish the comparison before that final action. A coherent record may clarify the case, but the existence of suggested evidence does not mean you possess it or will win.

For a Prism checkout and operations consultation, describe the description-history or order-record gap you need help examining. Confirm the specific review scope, responsibilities, fees and terms before work. Keep case files and customer communications in your authorized systems; use a non-sensitive summary in the public inquiry. Prism's informational review is not legal or product-safety advice, certification or processor approval.

Product-description case record

Complete this from one real case using internal file references rather than customer details. For each entry, state what is established, what is alleged and what remains unavailable. The result guides evidence selection; it does not determine the issuer's outcome.

Worksheet entries are not submitted by Prism’s worksheet and are not saved by the site. Use record types, availability, anonymized observations, or match/mismatch results. Do not enter government identifiers, customer names or addresses, customer messages, receipt-access links, card or bank details, passwords, or keys. Send sensitive documents only through the provider’s verified secure channel.

These are temporary notes. Leaving or reloading this page may clear them. Worksheet entries are not sent automatically. If you copy notes into the consultation message and submit the form, Prism receives them as part of your request.