Gotcha, I may have made some assumptions on how the process works. From the handful of chargeback stories I've heard from merchants, the credit card company passed along the cardholder's reasoning to the merchant when issuing the chargeback. So the merchant was able to figure out why the customer was unhappy. But that's anecdotal, I don't actually know if that's standard.

The chargebacks I've received all just have a very generic category [0]. I've never see free-form text entry reasons that would allow the customer to explain the "why". Maybe their bank asks them for that info but it's not passed along.

[0] https://docs.stripe.com/disputes/categories?dispute-category...