Reaction claims land as [not-as-described](/reason-codes/visa-13-3) but aren't product-defect claims — your defense is disclosure: ingredient lists, patch-test guidance, and accurate marketing claims. Empty-jar disputes (product used up, then disputed) are abuse — defended with purchase-to-dispute timelines and usage-consistent narratives. Both categories reward ingredient transparency and punish overclaiming ('works for all skin types').
Reaction claims
A reaction dispute says the product harmed or didn't suit the customer. It's emotionally sympathetic — and defensible, because suitability isn't a defect.
Evidence: the full ingredient list as displayed at purchase, patch-test instructions on the listing or insert, and marketing copy that promised nothing universal. If the customer never contacted support before disputing, cite the resolution-attempt requirement with your return policy attached.
Prevention beats defense: 'patch test first' on the listing, honest 'not for sensitive skin' flags, and a no-questions return for reactions. The refund costs less than the dispute and keeps the review clean.
Empty-jar abuse
The pattern: dispute filed 45–60 days post-delivery on a 30-day-supply product, claiming unsuitability. The jar is empty; the dispute is a free-product play.
Defense: the timeline itself. "Product delivered [date]; dispute filed 52 days later on a 30-day supply; no contact with support during use" — the usage-consistent narrative reads clearly to analysts. Add delivery confirmation and prior purchase history (CE 3.0 if they've bought before — subscription beauty qualifies constantly).
Aurai builds timeline-based rebuttals automatically and flags repeat-dispute customers at order time via Prevent — the second empty-jar attempt gets caught before fulfillment.
Frequently asked questions
Can customers win disputes claiming an allergic reaction?
They can file them; winning depends on your disclosure. Displayed ingredients + patch-test guidance + accurate claims defeat most reaction disputes — suitability isn't a defect.
How do I stop serial refund abusers?
Track dispute history per customer and screen at order time. One empty-jar dispute is cost of business; the same customer's second order deserves a hold.
Post reflects public documentation, industry surveys, and Aurai's own book of disputes as of the publish date. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.