PayPal · Chargeback reason codes
PayPal "Significantly Not as Described" dispute: what it means and how to win
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A PayPal Significantly Not as Described dispute (reason MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED) means the buyer says the item is materially different from your listing: damaged, counterfeit, missing parts or a different item. It must be opened within 30 days of delivery or 180 days of payment, whichever is sooner. You have 10 days to respond. PayPal Seller Protection never covers it, and tracking alone does not win it; your listing, photos and return policy do.
- Category
- Not as described (Stripe category: product unacceptable)
- Time limit for the buyer
- 30 days from delivery or 180 days from payment, whichever is sooner
- Time limit to respond
- 10 days from when the dispute is opened; no reply means the case closes in the buyer's favour if it is escalated
- Typical evidence
- Product description and item URL, photos, return policy, buyer messages
- Can it be prevented?
- Largely: accurate listings, disclosed defects, a clear return path
- Who usually wins
- PayPal decides on the listing versus what arrived; often the buyer must return the item first
What PlatformDTC does
PlatformDTC records every PayPal dispute on the order from PayPal's webhook and an hourly re-check, and when a case reaches the claim or chargeback stage it can stop the subscription behind that payment (with auto-cancel on chargebacks switched on). You answer PayPal disputes in PayPal's Resolution Center. The case appears on the order beside its items, tracking and refund history, so you can answer with the right facts.
What it means
The buyer got something, but says it is not what you described. PayPal counts a completely different item, an item whose condition was misrepresented (sold as new but used), a counterfeit, undisclosed missing parts or defects, fewer items than paid for, or shipping damage.
It does not count when the defect was described in the listing, when the buyer simply changed their mind, or when an item sold as used has minor scratches. Custom-made items are excluded.
Why customers file it
Photos or descriptions oversell the product, sizing or colour is unclear, the parcel was damaged in transit, or the buyer regrets the purchase and frames it as "not as described" to get a refund.
Evidence that wins
Send the items that answer the bank's exact question. Each one should be dated and tied to this order.
- The listing as the buyer saw it: product description, item URL and photos
- Your return or refund policy and where it was shown before purchase
- Messages with the buyer, especially any offer to replace, repair or refund
- Proof the item matched the listing: packing photos, supplier certificates for authenticity
- If you refunded or partially refunded: the refund ID
How to prevent it
Tracking does not help here: PayPal will not accept an appeal based on tracking alone.
- Describe condition, size, materials and any defects plainly, with real photos
- Offer an easy return or replacement before the buyer escalates
- Pack carefully and photograph orders before shipping
- Never sell replicas or unbranded copies of branded goods; counterfeit claims require a full refund
For developers
In the PayPal Disputes API (GET /v1/customer/disputes/{id}) this case has reason MERCHANDISE_OR_SERVICE_NOT_AS_DESCRIBED. dispute_life_cycle_stage is INQUIRY, CHARGEBACK (PayPal's own claim stage, not a card chargeback), PRE_ARBITRATION or ARBITRATION, and dispute_channel is INTERNAL for a PayPal case or EXTERNAL when the buyer went to their card issuer.
Read seller_response_due_date for the deadline: if you do not respond by then, the dispute closes in the buyer's favour. Evidence files can be JPG, GIF, PNG or PDF, under 10 MB each and 50 MB per case. The schema adds a sub-reason (DAMAGED, DIFFERENT, MISSING_PARTS, OTHER). Submit notes or documents under evidence_type OTHER, or PROOF_OF_REFUND.
Frequently asked questions
- Does Seller Protection cover not-as-described claims?
- No. PayPal Seller Protection excludes Significantly Not as Described claims whether the buyer files them with PayPal or with their card issuer.
- Does the buyer have to send the item back?
- PayPal may require the buyer to return the item, usually at their own cost. You may also be required to accept it back and pay for return shipping, and for a counterfeit you must give a full refund without getting it back.
- Is there a fee?
- In the US PayPal charges a $15 dispute fee (or $30 at the high-volume rate) after a claim or chargeback is decided, but not for inquiries that are never escalated, cases settled with the buyer, cases covered by Seller Protection or cases decided in your favour.
Sources
- Dispute reasons and evidence — PayPal Developer
- PayPal Purchase Protection — PayPal
- PayPal Seller Protection — PayPal
- PayPal User Agreement — PayPal
- Disputes API v1 schema — PayPal Developer
- PayPal merchant fees — PayPal
Related
- MERCHANDISE_OR_SERVICE_NOT_RECEIVED — The buyer says the order never arrived. Valid tracking that shows delivery usually wins it.
- CREDIT_NOT_PROCESSED — The buyer says a refund or credit they were promised never came through.
- UNAUTHORISED — The account holder says they did not make or allow the payment. Goes straight to a claim.
- DUPLICATE_TRANSACTION — The buyer says they were charged twice for the same purchase.
- INCORRECT_AMOUNT — The buyer says they were charged a different amount than agreed.
- PAYMENT_BY_OTHER_MEANS — The buyer says they paid for this purchase another way, so the PayPal charge is extra.
- CANCELED_RECURRING_BILLING — The buyer says they were charged after cancelling a subscription or recurring payment.