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Answer these two questions first
Save the product page, listing, order configuration, scope, specifications, exclusions, and accepted terms shown before payment.
Show the delivered item or completed service, the customer's complaint, the support response, and any return, replacement, or refund offered.
Evidence that can clarify the mismatch
Build from the disputed transaction
- The exact listing or service description accepted at purchase
- Order configuration, variant, size, quantity, or scope
- Fulfillment, delivery, access, or completion record
- Photos or inspection records tied to the item and order
- Customer messages describing the alleged difference
- Return, replacement, repair, refund, or refusal record
- A short timeline connecting each exhibit to the claim
| Claim | More useful | Usually not enough |
|---|---|---|
| Wrong size, color, model, or quantity | Checkout variant, fulfillment pick record, delivered item, and customer communication. | A generic catalog page with no order-specific selection. |
| Materially different product | The version shown at checkout beside the delivered item and a concise explanation of the difference. | A statement that the product is high quality. |
| Service did not match scope | Agreement, scope, milestones, delivered work, revision history, and the customer's stated deficiency. | A time log with no connection to the promised result. |
| Defective or damaged item | Condition at delivery, photos, support exchange, return or inspection record, and the remedy offered. | A policy saying all sales are final when the complaint is about a defect. |
For a PayPal case, identify whether it is an internal SNAD claim or an external card chargeback, then follow the evidence request in the Resolution Center. PayPal's current US Seller Protection terms exclude SNAD claims; useful evidence can still answer the case, but assembling evidence does not create protection eligibility. See the PayPal dispute guide.
A clear response structure
- 01Quote the relevant description
Use the short product or scope excerpt that applied to this customer and transaction.
- 02Name the alleged difference
Do not argue against a vague version of the claim. State what the customer says was wrong.
- 03Compare promised with delivered
Put the order-specific record and completion or fulfillment record next to each other.
- 04Address the remedy
Explain the support, return, replacement, repair, or refund path and what actually happened.
If the claim is primarily that the item never arrived, use product not received. If it is about a missing refund, use credit not processed. For the broader category mapping, see the reason-code reference.
