Show the promise
Start with the product page, quote, scope, SKU, variant, service description, or policy language active when the customer bought.
When this template fits
Use this when the dispute is about the product, service, quality, condition, delivery contents, or expectation set before purchase. If the buyer says the item never arrived, use the item-not-received template instead. If the claim is unauthorized or fraud, lead with authorization and buyer-link evidence.
Show the match
Connect the purchased item or service to fulfillment, delivery, access, completion, inspection, or customer approval records.
Show the remedy path
If return, warranty, refund, exchange, or support steps were offered, put that timeline beside the policy terms.
Response wording template
Summary: Order [order number] was for [product, SKU, service, or plan] as described on [product page, quote, scope, or checkout page] at the time of purchase.
Description evidence: The attached listing, invoice, quote, scope, or policy record shows [key description, variant, limitation, or term].
Fulfillment evidence: The attached order, delivery, access, or completion record shows the merchant provided [item, service, access, repair, appointment, or deliverable] on [date].
Customer communication: The attached support thread shows [complaint, response, return offer, replacement offer, usage note, or approval]. Messages are arranged in date order.
Policy context: The attached return, warranty, refund, cancellation, or service policy shows the remedy path available for this claim.
Conclusion: Based on the attached records, the merchant asks that the dispute be reviewed against the product or service description, fulfillment record, customer communication, and policy terms.
Attach evidence in this order
- One-page case summary with order number, amount, dispute reason, deadline, and the exact buyer claim.
- Product page, service scope, quote, invoice, SKU, variant, subscription plan, or checkout description from the purchase period.
- Order, payment, fulfillment, delivery, access, appointment, or service-completion record.
- Support messages showing the complaint, merchant response, remedy offer, return status, replacement status, or customer approval.
- Return, warranty, refund, cancellation, or service policy active when the order was placed.
Cut weak arguments before submitting
- Do not say the customer is lying. Point to the record that answers the specific claim.
- Do not rely only on a policy page if the buyer says the product was materially different.
- Do not include unrelated customer data, internal notes, passwords, card data, or emotional language.