When your company gets hit with a chargeback, you might count it as a loss and move on. However, too many chargebacks can cost you more than just one sale. Frequent chargebacks are a common reason banks classify merchants as high-risk. As a result, your merchant account may be shut down, costing you revenue and damaging your reputation. 

But did you know you can dispute chargebacks? The process is called representment.  If you believe a chargeback to be illegitimate, you can present it to the issuing bank to protect your company. 

In this post, you’ll learn how to write a rebuttal letter that can effectively dispute chargebacks, win your case, and protect your revenue. 

What is a Chargeback?

Chargebacks are a reality for any business that accepts credit cards. In the event of a disputed purchase, the card issuer will initiate the chargeback process. The most common types of chargebacks occur when a cardholder disputes an online purchase, claims the merchandise was not delivered, or reports fraud. 

Did you know? Credit card fraud costs enough to permanently relocate 4 politicians to Mars. Check out our credit card fraud report for details.

When you get hit with a disputed credit card payment, your business could lose revenue. The chargeback process is designed to protect the consumer by forcing merchants to refund money for unauthorized purchases. This can be challenging for small businesses and e-commerce sites that don’t have experience in dispute resolution with card issuers. 

Can I dispute a customer’s chargeback?

Yes.

Chargebacks can be frustrating to deal with, but you’re not powerless. When a chargeback occurs, your business has the right to dispute it and win by providing evidence of an authorized sale or proof that there was no fraud involved in the original transaction. Chargeback rebuttal letters help you make your case and protect your bottom line.

The Chargeback Process

When a chargeback is initiated, the card issuer contacts the merchant’s bank and requests a refund for the purchase. The merchant’s bank then forwards this request to the business, which has a set amount of time to respond (usually 20-45 days).

If you want to dispute the chargeback, your first step is to respond within the time limit and contact the bank or credit card processor. You should then submit a rebuttal letter outlining why you should not be forced to issue a refund.

What is a chargeback rebuttal letter? 

A chargeback rebuttal letter is a written response from a merchant that briefly explains why disputed charges are valid and briefly describes the accompanying evidence. 

It puts your argument into plain words for the reviewer. It is essentially the cover letter for the evidence you will be presenting to dispute the claim.

Chargeback rebuttal letters should provide all the essential information in a clear, succinct way. The letter should include evidence that supports your case, such as authorized transaction details or proof of delivery.

How to write a chargeback rebuttal letter

Now that you know what a chargeback rebuttal letter is and what it should include, let’s take a look at how to format and send it.

The following tips will help make sure your letter has the best chance of being successful:

• Use formal business language
• Be clear and concise – avoid long paragraphs and  jargon or technical terms that might confuse the reader
• Include supporting evidence: invoices, receipts or other documents 
• State your case clearly in active language. For example: “I dispute this charge because [state reason]” rather than passive language

An effective chargeback rebuttal letter will include the following:

• The chargeback reason code
• Transaction details, including the amount of money being disputed
• A brief summary of evidence
• List of attachments

Chargeback rebuttal letter template

Here is an example of a chargeback rebuttal letter:

Dear [recipient],

I am writing this rebuttal letter to contest chargeback number X for XY dollars. The chargeback reason code is 11.1: Unauthorized Transaction. The details in this letter show that the transaction was made online through our secure website from the same IP address as previous purchases. The supporting documentation provided along with this letter shows the purchase to be legitimate. By filing a dispute, the cardholder has received our product for free. 

Please review the following attachments:

• Attachment 1: Transaction details and digital receipt for the disputed charge.
• Attachment 2: Cardholder’s previous purchase history showing same IP address and contact information.
• Attachment 3: Delivery confirmation to the cardholder’s address. 

Please contact me directly if you have any questions or require additional information.

Sincerely,

[Name]

[Company]

[Email/phone] 

Sending your chargeback rebuttal letter

When filing your claim, the rebuttal letter should preface all attachments. If possible, send via certified mail with a return receipt requested for confirmation of delivery. Keep copies of all correspondence for your records. If you will be sending it digitally, compile one document with the chargeback rebuttal letter first, followed by supporting documentation attached in the same order as it is listed in the letter. 

Once chargebacks are filed, the process will be different depending on the payment processor and whether you have opted for a traditional or expedited chargeback appeal. The most common chargeback process is explained below:

The majority of chargebacks take between 45–60 days to complete from when they were first initiated by the cardholder.

To summarize, here are the key points to remember when writing a chargeback rebuttal letter:

• Make your case clearly and succinctly
• Use active language
• Provide evidence in the form of invoices and chargeback-related emails
• Provide digital copies of anything you send via mail with a return receipt requested for confirmation of delivery.

The chargeback rebuttal letter is an important document in the chargeback process. Since this is a last chance to dispute chargebacks, it must be written carefully and directly address all reasons identified by the processor. By following these steps, you can increase your chances of winning representment and protecting your company from lost funds.

Pro-tip: Partner with a provider that helps mitigate chargebacks

Chargeback mitigation enables merchants to become proactive about protecting their revenue from chargebacks. To get started with industry-leading chargeback mitigation, fill out our quick and easy application today!