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 and industry surveys as of the publish date. Win rates and other figures are indicative ranges, not guarantees and not Aurai results; outcomes vary by merchant, evidence, and issuer. 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.