Chargeback Rebuttal Letter Sample [Complete Guide]

Chargeback rebuttal letters are a crucial component of any dispute resolution plan. A dispute response must be sent if you wish to contest a false chargeback.

A dispute response is a collection of papers that provides strong support for the claim you are attempting to make. A chargeback denial letter should be included in this package.

Utilize this comprehensive manual to draft rebuttal letters that enhance your company's image, win rates, and revenue recovery efforts.

This article includes:-

A chargeback reply letter: what is it?
What should a response letter contain?
How do you write a chargeback rebuttal letter?
How can I submit my letter of rebuttal?
3 Examples of a Chargeback Rebuttal Letter
FAQ.

1. A chargeback reply letter: what is it?

One kind of cover letter is a chargeback reply letter. Additionally, a cover letter is a letter that is included with another document and describes its contents.

A cover letter, for instance, is often provided together with a CV or job application. The applicant's qualifications for the post are briefly discussed in the cover letter, and the assertions are backed up by examples in the résumé that is provided.

The goal of your chargeback reply letter is similar. The letter provides an outline of the chargeback response package's key details and serves as an introduction.

2. What should a response letter contain?

Consider how to demonstrate that the chargeback is invalid while you write your reply letter. What details would a reader need to know to draw that conclusion, then?

1. Identification Data

You must be able to link your dispute answer to the chargeback you are disputing with the bank of both the cardholder and your bank.

Look for identifiers like the acquirer reference number (ARN), the chargeback case number, and/or the dispute ID on your chargeback notification.

The name of your company and the merchant account number (MID) used to execute the disputed transaction should also be included.

2. Information Specific to a Dispute

The banks also want knowledge of the issues you are raising. Include the customer's name, the transaction amount, the chargeback reason number, and a succinct description of the item that was bought.

3. Business Summary

Ensure that the readers are aware of the transaction's context. Briefly describe the products or services you provide and the setting in which they are bought (online, over the phone, as part of a subscription, etc.).

4. Strong Supporting Data Highlights

Briefly describe the convincing evidence that is presented in your disagreement answer and draw attention to any especially crucial details.

5. Demand for Action

Declare in writing that you want the conflict to be resolved. Even if your motivations may seem clear, it's crucial to state your goal again.

3. How do you write a chargeback rebuttal letter?

Keep these suggestions in mind when you start composing your chargeback response letter

1. Structure

We advise you to structure your material like a formal letter.

Use a standard salutation or greeting like "Dear Sir" or "To whom it may concern."

Add your letter's body.

Add a closure, such as "Sincerely" or "Thank you for your time." to your message.

2. Customization

Making a template for your chargeback rebuttal letter and using basic material that is often utilized in your answers is frequently a smart idea. This lessens the possibility of mistakes or information being forgotten.

However, you should include facts particular to each issue in each letter you write. Because every customer experience is distinct, so should your reaction.

3. Formatting

Your letter should be formatted to make it easy for readers to find crucial and interesting information. The user experience may be improved by using elements like bold and bullet lists, which make it simple to scan your text quickly.

4. Professionalism

Your response letter will be viewed by several people, so act professionally. Avoid becoming irrational or combative.

Also keep in mind that how effectively you explain your argument will determine whether you win or lose. You will struggle to prevail if no one can grasp what you are attempting to communicate.

Make sure there are no grammatical or spelling problems, run-on phrases, or other issues that might make your message unclear.

Keep in mind that this is not an essay. A rebuttal letter doesn't have to use fancy language, elaborate justifications, or provide a defense for every conceivable flaw in your case or supporting documentation.

Making your letter longer than required is unlikely to strengthen your argument and can even work against you.

An unnecessary filler might make it difficult to distinguish your most crucial arguments from the noise and may irritate the person examining your case since you're simply wasting their time. Keep it brief, straightforward, and to the point.

Let the evidence speak for itself; if you've collected sufficient proof to support your claim, you should have a successful representation.

4. How can I submit my letter of rebuttal?

The following information will help you when filing a chargeback answer.

1. Templates

Make sure to make a copy of the complete package, including the rebuttal letter, before submitting your chargeback response.

This is beneficial for three reasons.

Time will be saved. Making subsequent answers will be quicker and simpler.

Accuracy will increase. Using a template can lessen the possibility of mistakes and missed details.

Return on investment may be assessed (ROI). See which answers have the highest winning percentages. Test out several tactics and keep an eye on their success.

2. Timelines

There is a response deadline for each chargeback. Your processor sets the deadline, and turnaround times might vary greatly amongst processors.

Your chargeback answer won't be accepted if it is sent after the deadline. You won't be able to collect money, and your case won't go further.

As a result, you must send in your answer before the deadline. The ideal scenario is to send your answer at least three days before the deadline.

This gives the processor enough time to follow up if any pieces are missing or to try again if the initial submission was unsuccessful.

3. Preferences

Be careful to follow your processor's guidelines when it comes time to submit your chargeback response. The expectations might vary. By processor, I mean everything from file type to submission mechanism to document sequence.

Learn how your processor wants you to send replies, and then do as instructed – no matter how strange the request may seem. Send the package's final page via fax if the processor requests it.

i. Example of a Chargeback Rebuttal Letter

It's time to start composing your letter and put all of these suggestions to use.

An example of a chargeback response letter is shown below. Please feel free to create your own letters using this as a broad template

MID: 12345-123-45
Name of the company: ABC
ARN: 000-000-000
Dispute ID: 00-00-00

Greetings! Sir or Madam,

A high-end store called Fiona's Fashions offers designer women's clothing and accessories online.
On March 28, 2020, Rose Nylund, a first-time buyer, bought one of our most well-liked purses. The goods were mailed out on the same day that $389.74 was charged to Rose's card. Rose accepted the purse and signed for a delivery on April 1, 2020.

Fiona's Fashions places a high priority on providing superb customer service both before and after the transaction since the majority of our inventory is more expensive than the typical apparel purchase. We follow up with consumers after each transaction to guarantee satisfaction, our product descriptions are very thorough, and our refund policy permits product returns for any reason.

Nevertheless, Rose Nylund challenged the transaction on May 19, 2022, asserting that the goods is fake, despite our best efforts. We refute this assertion with proof that supports the high of our products.

Dispute #91827364 was filed with the reason code 13.4 Counterfeit Merchandise, hence we are providing the supporting documentation in the attachment. The contents of those papers are summarised as follows:
Rose Nylund consented to our terms and conditions before making the transaction, which expressly stipulates that consumers may return goods if they are displeased.
Rose and our customer support team spoke through email seven days after she got the goods. The purse was just what Rose had anticipated, she said.
For the item that Rose Nylund bought, Fiona's Fashions has a certificate of authenticity from an unbiased, outside expert.

Fiona's Fashions would have been pleased to deal with Rose personally to settle any difficulties, as our rules clearly specify. She did not, however, give us the chance. The evidence that is included further establishes the falsity of the assertions made throughout the dispute.

We ask that the disputed amounts be returned due to these factors. If you have any inquires concerning this matter, kindly get in touch with our staff.

Sincerely,

Read:- Samples Letter of support for individual (Guide)

ii. Chargeback Rebuttal Letter Samples

Here is an example of a rebuttal letter you may use in response to a chargeback for which the reason code reads "merchandise not received."

Greetings, [Name of Recipient].

I am disputing chargeback [number] for [amount] in my reply letter. Merchandise/Services Not Received is the chargeback reason code 13.1 for chargebacks. Here, we show that the aforementioned transaction really included the consumer making a valid purchase of a watch from our online shop and having it delivered to them. I've got the following supporting documentation attached:

A digital receipt for the cardholder's transaction is included in Attachment A.

Attachment B: IP data from the time of the transaction demonstrating that the cardholder's location and their Internet Service Provider were where the purchase originated (ISP).
A delivery confirmation receipt with the cardholder's signature and the delivery date of December 10, 2022, is included in Attachment C.

Please get in touch with me personally if you need any further information, and I will answer as soon as I can. I'm interested in hearing from you.

Sincerely,
[Name]
[Company]
Email and phone are provided.

iii. Chargeback email template

Dear Sir,

My company, ABC Store, offers a selection of gifts and novelty items both online and in our physical retail store.

Customer John Smith came into our business on November 10, 2020, and bought a number of items, including a blanket, a wooden sign, and two mugs. $110.45 was spent on the purchase. Our staff verified Mr. Smith's signature when he personally provided his card.

On November 30, 2020, Mr. Smith came back to our business and asked for refunds on two products: the blanket and the wooden sign indicating the goods were no longer desired. Refunds are not provided after 10 days have elapsed, according to our shop policy, which is shown at our register. So, my employee declined the reimbursement.

Mr. Smith then made the decision to challenge the charge with 123 Bank, the company that issued his credit card.

Code of Reason 4837 (No cardholder authorization)

Please see the documentation that Mr. Smith authorised the charge in the attachment. Among them are:
Images captured by our security cameras during Mr. Smith's transaction at our shop
A replica of the transaction receipt that Mr. Smith signed and authorised the transaction
Call me at (123) 444-5555 if you need more information or if you have any queries.
Regards.

Read:- Samples Letter of support for individual (Guide)

Chargeback Rebuttal Letter Sample [Complete Guide]

6. FAQs

What is a chargeback reply letter?

A merchant explains why a chargeback claim is false in a well-written, situation-specific document known as a chargeback rebuttal letter. It is a part of a dispute response package that also contains a Chargeback Adjustment Reversal Request form that has been filled out and strong supporting documentation for your position.

Does creating a chargeback response letter have any specific guidelines?

Yes. The most important thing is to be as precise and brief as you can. Include a list of the supporting evidence along with an outline of your challenge's major arguments. Focus on the facts rather than your emotions.

Can I draught a chargeback response letter on my own?

You can draught your own chargeback defense letter. However, statistics suggest that hiring the appropriate skilled third-party service provider will significantly increase your chances of success.

How should a chargeback reply be written?

A chargeback response letter should succinctly lay out your facts, the cardholder's assertion, your defense and supporting documentation, and your intended result. This should only take up one or two pages of a letter, at most.

What information need to be in a chargeback reply letter?

Your merchant information, including your company name, merchant identification number (MID), reason code, and case number of your challenge, should be included in a reply letter.

A request that the case is reversed should be included together with the specifics of the allegation, justifications for why the claim is false, and supporting documentation.

Related articles:-

Chargeback Rebuttal Letter Sample [Complete Guide]

Chargeback Rebuttal Letter Sample [Complete Guide]

1. A chargeback reply letter: what is it?