Dealing with chargebacks can feel like a real headache for any business owner. You've done the work, provided the product or service, and then suddenly, a customer disputes the charge. It's a common issue, and knowing how to respond effectively is key. That's where a well-crafted Merchant Chargeback Rebuttal Letter Sample comes in handy. This article will walk you through what a rebuttal letter is, why it's important, and provide you with examples to help you fight those unfair chargebacks.
Understanding the Merchant Chargeback Rebuttal Letter Sample
A Merchant Chargeback Rebuttal Letter Sample is essentially your formal response to a credit card company when a customer disputes a transaction. Think of it as your chance to present your side of the story and prove that the charge was legitimate. This letter is your most powerful tool in recovering lost funds and protecting your business's reputation. It's not just about saying "no, the customer is wrong"; it's about providing clear, concise evidence to support your claim.
When you receive a chargeback notice, it will usually come with a reason code. Understanding this code is crucial because it dictates the type of evidence you need to gather. For instance, a "fraudulent transaction" chargeback will require different proof than a "product not received" chargeback. Your rebuttal letter needs to directly address the specific reason for the chargeback and present evidence that refutes it.
Here's what typically goes into a strong rebuttal:
- Customer Information: Name, address, contact details.
- Transaction Details: Date, amount, order number, product/service provided.
- Reason for Chargeback: Clearly state the card network's reason code.
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Your Evidence: This is the core of your rebuttal. It can include:
- Proof of delivery (tracking numbers, signatures).
- Copies of signed receipts or contracts.
- Communication logs with the customer.
- Product descriptions or service agreements.
- Photos of the product shipped.
- A clear statement explaining why the chargeback should be reversed.
Merchant Chargeback Rebuttal Letter Sample: Product Not Received
Subject: Rebuttal for Chargeback - Order #12345 - [Your Business Name]
Dear [Card Network Department Name],
I am writing to formally dispute the chargeback received for order #12345, initiated by cardholder [Cardholder Name] on [Date of Chargeback]. The reason provided for this chargeback is "Product Not Received" (Reason Code: [Insert Reason Code]).
We strongly contest this claim. Please find the following evidence to support our case:
1. Proof of Shipment: The order was shipped on [Date of Shipment] via [Shipping Carrier Name] with tracking number [Tracking Number]. This tracking number clearly shows that the package was delivered to the customer's provided address on [Date of Delivery] at [Time of Delivery]. A copy of the tracking information is attached.
2. Customer Communication: On [Date], the customer inquired about their order. We responded promptly on [Date] and provided them with the tracking information, advising them to check their delivery location. A copy of this correspondence is attached.
3. Delivery Confirmation: The tracking information indicates successful delivery to the customer's address at [Customer's Address]. We have no record of the customer reporting non-receipt prior to initiating this chargeback.
We believe that we have fulfilled our obligations and that the product was delivered as per the shipping agreement. We request that this chargeback be reversed in our favor.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Fraudulent Transaction
Subject: Rebuttal for Chargeback - Order #67890 - Fraudulent Transaction - [Your Business Name]
Dear [Card Network Department Name],
This letter serves as our formal dispute for chargeback reference [Chargeback Reference Number], concerning transaction ID [Transaction ID] for order #67890, disputed as a "Fraudulent Transaction" (Reason Code: [Insert Reason Code]) by cardholder [Cardholder Name].
We have reviewed this transaction thoroughly and believe it to be legitimate. Our internal fraud prevention measures did not flag this order as suspicious. The following evidence supports our position:
1. Verification of IP Address: The order was placed from an IP address that has been historically associated with legitimate purchases. [Optional: If you have specific data, mention it briefly, e.g., "The IP address corresponds to the billing address country."]
2. Billing and Shipping Address Consistency: The billing address and shipping address provided by the customer were consistent with our established verification protocols. [Or, if they differ, explain your verification process. E.g., "While the shipping address differed from the billing address, our system requires AVS match for billing and shipping, which was successful."]
3. Customer History: [If applicable] This customer has a purchase history with us without any prior disputes.
4. Goods/Services Provided: The order was for [Brief description of goods/services]. Proof of fulfillment, such as shipping confirmation or a copy of the service rendered agreement, is attached.
We kindly request a review of this evidence and the reversal of this chargeback.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Unauthorized Transaction
Subject: Rebuttal for Chargeback - Order #11223 - Unauthorized Transaction - [Your Business Name]
Dear [Card Network Department Name],
We are writing to dispute chargeback reference [Chargeback Reference Number] for order #11223, where the cardholder [Cardholder Name] claims the transaction was "Unauthorized" (Reason Code: [Insert Reason Code]).
We have investigated this transaction and have evidence that contradicts the cardholder's claim:
1. Cardholder Verification: The transaction was authorized using the cardholder's security code (CVV) and passed Address Verification System (AVS) checks. This indicates that the cardholder was likely in possession of the card at the time of purchase.
2. Proof of Delivery/Service: [Provide details as in the "Product Not Received" example if applicable, or describe service provision]. The purchased item/service was successfully delivered/rendered on [Date].
3. Customer Account Activity: [If applicable] The customer has an active account with us, and this order was placed through their verified account login.
We believe that the transaction was legitimate and authorized by the cardholder. We request that you reconsider this chargeback based on the provided evidence.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Services Not Rendered
Subject: Rebuttal for Chargeback - Service ID #45678 - Services Not Rendered - [Your Business Name]
Dear [Card Network Department Name],
This letter is our formal dispute regarding chargeback reference [Chargeback Reference Number] for Service ID #45678, initiated by cardholder [Cardholder Name] claiming "Services Not Rendered" (Reason Code: [Insert Reason Code]).
We have fulfilled our contractual obligations for this service. Please consider the following evidence:
1. Service Agreement/Contract: A copy of the signed service agreement outlining the scope of work and terms is attached. The agreement was signed by the cardholder on [Date of Agreement].
2. Proof of Service Completion: We have documented the completion of the services rendered. This includes [e.g., timesheets, project completion reports, photos of completed work, client sign-off forms]. Copies of these documents are attached.
3. Customer Correspondence: On [Date], we communicated with the customer regarding [specific aspect of service]. [Include details if relevant, e.g., "We received positive feedback on the completed work."] Copies of relevant email exchanges are attached.
We are confident that the services were rendered as agreed. We request that this chargeback be reversed.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Duplicate Transaction
Subject: Rebuttal for Chargeback - Order #99887 - Duplicate Transaction - [Your Business Name]
Dear [Card Network Department Name],
We are writing to dispute chargeback reference [Chargeback Reference Number] for order #99887, where the cardholder [Cardholder Name] alleges a "Duplicate Transaction" (Reason Code: [Insert Reason Code]).
Upon reviewing our records, we have found that this is not a duplicate transaction. The details are as follows:
1. Transaction Details: There are two distinct transactions for order #99887, both with unique transaction IDs [Transaction ID 1] and [Transaction ID 2] on different dates [Date 1] and [Date 2].
2. Clarification of Charges: [Explain why there were two charges. For example: "The first transaction on [Date 1] was for the initial deposit/order confirmation. The second transaction on [Date 2] was for the remainder of the balance/additional items purchased as per the customer's request."] A detailed breakdown of the items and services associated with each transaction is attached.
3. Customer Agreement: [If applicable] The customer agreed to these two separate charges in their communication with us on [Date]. A copy of this communication is attached.
We trust that upon reviewing the distinct transaction details and the explanation, you will agree that these are not duplicate charges. We request a reversal of this chargeback.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Incorrect Transaction Amount
Subject: Rebuttal for Chargeback - Order #77665 - Incorrect Transaction Amount - [Your Business Name]
Dear [Card Network Department Name],
We are writing to dispute chargeback reference [Chargeback Reference Number] for order #77665, concerning the claim of an "Incorrect Transaction Amount" (Reason Code: [Insert Reason Code]) by cardholder [Cardholder Name].
We maintain that the transaction amount charged was correct and as agreed upon. Here is our evidence:
1. Original Order/Invoice: The original invoice or order details for purchase #77665, totaling [Correct Amount], is attached. This reflects the agreed-upon price for the goods/services.
2. Customer Confirmation: The cardholder confirmed this amount prior to finalizing the transaction. [Provide details, e.g., "The customer clicked to agree to the total amount displayed on the checkout page." or "The customer verbally agreed to the final price on [Date]."]
3. Breakdown of Charges: A clear breakdown of the charges, including item prices, taxes, and shipping fees, is attached. This demonstrates how the total amount was calculated.
We believe the transaction amount was accurate and properly authorized. We respectfully request that this chargeback be reversed.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Merchant Chargeback Rebuttal Letter Sample: Item Not as Described
Subject: Rebuttal for Chargeback - Order #33445 - Item Not as Described - [Your Business Name]
Dear [Card Network Department Name],
We are formally disputing chargeback reference [Chargeback Reference Number] for order #33445, filed by cardholder [Cardholder Name] under the reason "Item Not as Described" (Reason Code: [Insert Reason Code]).
We have carefully reviewed the customer's claim and our records and believe this chargeback to be unwarranted. Please consider the following evidence:
1. Product Description: Attached is a copy of the product description as it appeared on our website at the time of purchase, along with product images. This description accurately reflects the item shipped.
2. Order Confirmation: The customer received an order confirmation detailing the product they purchased. A copy is attached.
3. Shipping Information: The item was shipped on [Date of Shipment] with tracking number [Tracking Number]. We have no record of the customer contacting us to express dissatisfaction with the item's description prior to initiating this chargeback.
4. Returns Policy: [If applicable] Our returns policy was clearly stated at the time of purchase. [Mention if the customer did not follow the returns process].
We stand by the accuracy of our product descriptions and the quality of the item shipped. We request that this chargeback be reversed.
Sincerely,
[Your Name/Business Name]
[Your Contact Information]
Mastering the art of writing a Merchant Chargeback Rebuttal Letter Sample is a vital skill for any online business. By understanding the different reasons for chargebacks and providing clear, compelling evidence, you significantly increase your chances of winning your case. Remember to stay organized, gather all relevant documentation, and respond promptly. With these sample letters as your guide, you'll be well-equipped to defend your business against unfair chargebacks and keep your revenue flowing.