What does it mean?
Dispute type "Product unacceptable" means that the guest raised a dispute claiming that the service or product was defective, damaged, or not as it was described.
How can you overturn the dispute?
You must be able to submit evidence that the product or service was delivered as described at the time of purchase.
How to respond?
As the first step, we strongly recommend that you get in touch with your guest and understand what their complaint is. If you are able to resolve the issue with your guest, you can ask the guest to withdraw the dispute.
Note: Having the guest withdraw the dispute is by far the best way for you to make sure the Product unacceptable dispute is resolved in your favor.
- If the guest agrees to withdraw the dispute: Submit evidence that the guest agreed to withdraw the dispute (including any email correspondence).
If the guest does not agree to withdraw the dispute: Submit as much evidence as you can to make a case that customer made no attempt to return the product or cancel the service.
If you have provided replacement product or service, you must submit that evidence as well.
Also, if you can, provide the description of the product or service that was purchased by the guest and later disputed.
Important: It is not possible to issue a refund while a payment is under dispute.