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Disputing a "merchandise not as described" transaction
Disputing a "merchandise not as described" transaction

If you ordered merchandise but it did not meet the expected standard or was different than advertised.

Joel avatar
Written by Joel
Updated over a week ago

If you ordered merchandise but it did not meet the expected standard or was different than advertised. This could mean it was damaged, tampered with, or otherwise not as advertised.

Gather Information

Ensure you have the following:

  • Retailer Contact

  • Email associated with the order ID

  • Amount Paid

  • Slash Transaction ID number

  • Last four digits of affected card number

  • Date of the transaction

  • Product Information (SKU, Brand, Model, Color, Size, Variant, Tracking Number if provided and the expected Delivery Date)

  • Purchase Order, Receipt or Invoice for the original order

Determine Level of Tampering

If the package looks damaged or tampered with, for example resealed, empty, or damaged, take a picture of the package with retailer seal and label if possible. Open the package and take pictures of items.

If the package doesn’t look tampered with but the contents inside are missing, damaged, or not as described, take photos of the items, the shipping label and contents note and the box, if possible.

Contact Retailer

Contact the retailer requesting a refund or for a status update on the missing merchandise. Ensure that you save all communications with the retailer as you will need to show a good faith attempt to contact them in order to submit the dispute.

This could lead to one of two scenarios, the first being that the retailer sends a refund or resends the package with expected contents and you don’t need to initiate a chargeback. The second is that the retailer does not provide a refund or shipment. If this is in regard to a damaged package, contact the carrier next with the photos of the damage. Take proof of the conversation. The carrier might issue a refund, in which case you do not need to submit a chargeback. If not, gather the proof of the retailer and carrier conversations (screenshots, timestamps, chat transcripts) and submit your chargeback using the link below.

Initiate Chargeback

To initiate the chargeback, fill out this form with all the information gathered above. It is important that you be as detailed as possible. Short answers, missing dates and/or supportive evidence will make it harder for you to win the dispute. Slash does not investigate disputes directly. The details you provide are submitted to the card network for their investigation. Do not submit multiple transactions in a single form.

When submitted disputes can take up to 4 months to get a resolution from the card network. We may reach out for more evidence if the card network requests it. Think of this dispute as an online court case between you, the merchant, and the card network as the judge.

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