How to Write a Chargeback Rebuttal Letter

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If you’ve received notification of a chargeback, it’s up to you to decide if you’d like to fight it. If you do, you’ll have to compose a solid rebuttal letter.

Your rebuttal letter is just one of the documents the bank will use in evaluating your dispute. Depending on the chargeback reason code and the credit card issuer, you will have to provide certain documentation to use as compelling evidence for your case. The rebuttal letter gives you a chance to explain how the evidence you’ve gathered supports your side of the story.

To ensure all bases are covered, consider following these steps when writing your chargeback rebuttal letter:

Identify the Reason Code

Every chargeback is associated with a reason code that will reveal why the cardholder is disputing the transaction. With this knowledge, you can gather the supporting evidence for your claim. Every card issuer will require supporting documentation based on the reason code. Understanding the reason code and the evidence to disprove it is key to defending your business.

Compile the Evidence

The type of evidence you gather will depend on the chargeback reason code. Be sure to follow the guidelines set forth by the card issuer when it comes to submitting your evidence. Some of the most common forms of compelling documentation include:

  • Signed receipts
  • Completed order forms
  • Delivery confirmation
  • History of previous undisputed transactions with the customer

Write Your Letter

While strong evidence often speaks for itself, your accompanying rebuttal letter can solidify your case. Refer to the advice letter you previously received notifying you of the chargeback and make sure you thoroughly communicate how your factual evidence disproves the cardholder’s claim.

In your letter, clarify any process areas that may be confusing to someone outside of the business and state whether you are disputing the entire chargeback or a partial amount. You should clearly outline your claims and the explanation of your evidence concisely in a few short paragraphs, using bullet points whenever possible to make your letter more easily readable.

If you’re unsure about where to start, there are many chargeback rebuttal letter templates online that offer helpful tips and tricks to guide you through the process. And remember, your letter should focus on the factual evidence only. Avoid using it as a platform to make an emotional response to the cardholder’s claim.

Be Timely

Regardless of when the transaction occurred, it’s highly important to take action as soon as possible. Time is truly of the essence as you may only have a few days to gather your evidence and submit your rebuttal letter. If you do not provide a response within the given time limit, the issuer will assume that you are accepting the chargeback. But by following the chargeback representment process and creating a strong rebuttal letter in a timely manner, a reversal is possible.

To speak to a consultant call (305) 423-0261

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