Visa Chargeback Reason Code 53: Not as Described or Defective Merchandise

Visa Chargeback Reason Code 53, also known as “Not as Described or Defective Merchandise,” is initiated when a cardholder disputes a transaction on the grounds that the goods or services received were not as described, were defective, or did not meet the quality or functionality expected based on the merchant’s description.

Key Details of Chargeback Reason Code 53: Not as Described or Defective Merchandise

• Definition: The cardholder claims that the merchandise or services received differ from what was described at the time of purchase, are defective, or are otherwise unsatisfactory.
• Common Situations: This can include discrepancies in product features, quality, or condition; receiving the wrong item; or the product failing to function as advertised.

Causes

1. Misleading Descriptions: The product description provided by the merchant was inaccurate or misleading.
2. Defective Products: The product was damaged or defective upon receipt.
3. Wrong Item Shipped: The cardholder received a different item than what was ordered.
4. Poor Quality: The product quality was significantly below what was advertised or expected.

Resolution Time Frame

• For Cardholders: Cardholders generally have 120 calendar days from the transaction processing date to file a dispute.
• For Merchants: Upon receiving a chargeback, merchants typically have up to 30 days to respond with evidence to refute the claim.

Responding to Chargeback Reason Code 53

To respond effectively to a chargeback with this reason code, merchants should provide compelling evidence to support the validity of the transaction. This can include:

1. Proof of Accurate Description: Provide product descriptions, images, and any other materials used to advertise the item.
2. Evidence of Quality: Documentation proving the product was not defective or that it met the described quality standards, such as quality control records or third-party evaluations.
3. Communication Records: Any communication with the cardholder regarding the product, including emails, chat transcripts, and delivery confirmations.
4. Return Policy and Proof of Compliance: Evidence that the merchant’s return policy was clearly communicated to the cardholder and that any returned merchandise was handled according to that policy.
5. Shipping Documentation: Proof that the correct item was shipped and received by the cardholder.

Preventing Chargeback Reason Code 53

Merchants can adopt the following practices to minimize the risk of chargebacks due to “Not as Described or Defective Merchandise”:

1. Accurate Product Descriptions: Ensure all product descriptions are clear, accurate, and detailed.
2. High-Quality Images: Use high-quality images that accurately represent the product.
3. Quality Assurance: Implement quality control measures to ensure products are not defective before shipping.
4. Clear Return Policy: Clearly communicate the return and refund policy to customers before the purchase.
5. Effective Communication: Maintain open lines of communication with customers to address any issues or concerns promptly.
6. Proper Packaging: Ensure that products are packaged securely to prevent damage during shipping.