First impressions are extremely important when contesting a chargeback. A poorly written rebuttal letter may significantly reduce your chances of winning because it is the first thing the evaluator will see.
This article provides all of the information you need to draft a successful chargeback response letter. You will learn how to compose a chargeback rebuttal letter that will boost your chances of receiving a positive response, including the most crucial components, writing suggestions, a chargeback response template, and a chargeback rebuttal letter sample. Gaining expertise in this field is critical for account providers looking to protect their portfolios and merchant account providers looking to save money. Writing a compelling response letter can help you persuade the evaluator to rule in your favour. Let’s see how to make a powerful first impression with your chargeback rebuttal letter.
What Is a Chargeback Rebuttal Letter?
A chargeback rebuttal letter is a summary of facts of a chargeback representation or response package. Chargeback representation is a response that merchants provide to the issuing bank to prove that a chargeback isn’t legitimate.
The chargeback letter to bank is like a cover letter as it accompanies other supporting documents that are part of the chargeback response package. The letter gives an introduction to the chargeback response package and also explains, in brief, the key evidence, facts, and documents contained in the response package.
How Do I Write a Chargeback Rebuttal Letter?
Remember, the rebuttal letter is the first thing that the evaluator looks at. Thus, presenting a concise and compelling argument as to why the chargeback should be reversed in the chargeback rebuttal letter can boost the chances of the evaluator ruling in your favour. Besides, chargebacks are expensive and most of these chargebacks are filed with no valid reason. Therefore, a compelling rebuttal letter can act as a chargeback protection measure, as it helps dispute and put a stop to illegitimate chargebacks.
To write a great chargeback rebuttal letter, you have to consider the information the evaluator needs to know to determine your case. A quality chargeback letter to bank should also be customized to the circumstances and evidence available for the case at hand. Also, ensure your letter is brief and written in a way that is easy for the evaluator to understand.
Chargeback Rebuttal Letter Samples
A few items to include in your rebuttal letter from charge back are:
- Chargeback Identifiers
You need to include chargeback identifiers that can be used to match your dispute letter sample to that particular chargeback.
- Merchant account number
- The acquirer reference number ARN
- Dispute ID
- Chargeback case number
- Business name and contact information
- Customized Dispute Information
You need to include the reason why you’re disputing the chargeback. Even if you’re using a generic chargeback response template to write your dispute letter, ensure the dispute information is customized to the particular chargeback.
Some of the items to include here include:
- The chargeback reason code
- The name of the customer
- The transaction amount you’re contesting
- A short description of the item bought
- A Summary of What You Sell: You also need to give a summary of your business. What items do you sell? Do you sell them online, over the phone, or in a physical shop Additionally, Include all this information to help the card reader understand the original transaction context.
- Summary of The Compelling Evidence: Give a compelling summary of the evidence you have against the dispute. Ensure the evidence is relevant and it shows the legitimacy of the original purchase. Remember to Highlight the important and most compelling elements of the evidence in the chargeback letter to bank.
- Call To Action: This is the last part of the letter from charge back, where you include what you want to happen. In a professional tone, reiterate that you want the card issuer to overturn the chargeback.
Now let’s look at a chargeback rebuttal letter template and a chargeback letter sample that you can use to craft your dispute letter.
Business Name
Date
Bank address
Subject line
Opening paragraph – Explain that you’re writing to dispute a chargeback and give details of the chargeback.
Body paragraphs – Describe the nature of your business, the transactions, and the background behind the chargeback. Also, provide a summary of the evidence and any other facts that may help you in the chargeback process.
Closing paragraph – The call to action should be in this last paragraph
Your Name
Signature
Business contact information
Now, here is another chargeback letter template:
Debra Fashion’s
May 30, 2021
Zedcat Bank
Street Address, city, state, and Zip code
Re: Chargeback rebuttal
Dear Sir,
I am writing this rebuttal letter to contest chargeback (number) with chargeback reason (enter reason) for (amount in dollars). As we will demonstrate, the chargeback above represents a legitimate purchase that occurred at our online store – Debra Fashions
Debra Fashions is a high-end boutique that sells luxury accessories online. On May 4, 2021, the cardholder initiated the purchase of a watch and the product was duly delivered to their home the following day. The cardholder’s card was charged $450.50 for the delivery, which the cardholder received and signed for on May 5, 2021.
The cardholder disputed the original transaction on May 10, 2021, claiming that the product wasn’t delivered. We believe the said dispute is unreasonable as the purchase was initiated by the cardholder and the product was delivered.
To support our claim we have provided the below evidence:
- A digital sales receipt showing that the purchase was made from the cardholder’s credit card
- IP address and more data proving that the purchase was made from the cardholder’s location
- A signed delivery confirmation receipt with the cardholder’s signature and a delivery date of May 5, 2021
As evidenced above, the claims made by the cardholder aren’t valid. For this reason, we kindly request that the chargeback be reversed.
In case you need further information, kindly contact us for a prompt response.
Sincerely,
Your name
Company’s name
Business email address or other contact information
Additional Tips: How to Write a Chargeback Rebuttal Letter
Other Tips That Can Help You Craft a Compelling Rebuttal Letter Include:
- Get to the point – Be concise in your dispute letter sample ideally and if possible try to keep it one page in length
- Be specific – Customize your letter from charge back to the specifics of the case
- Keep it simple – Make it easy for the card issuer or issuing bank to understand your letter by using bullets and short sentences
- Don’t get emotional – Stick to facts and be professional. Do not show anger or frustration in your letter
- Add compelling evidence – Have evidence that can help back your challenge. Examples of what might be said to be compelling evidence include, evidence the customer was satisfied by the purchase, a sales receipt, proof of delivery, a return receipt, an order form, evidence the items are of high quality, and evidence that the transaction was made by the cardholder.
Summary: Chargeback Rebuttal Letter
A chargeback rebuttal letter is the cover letter that is sent with your proof when you appeal a chargeback. A well-written reply letter can significantly improve your chances of winning the dispute by straightforwardly presenting the information, addressing the chargeback reason code, and providing strong evidence for your transaction fulfilment.
As per the ideal chargeback example, The letter should provide a summary of the transaction’s circumstances, your opposing proof, and the desired outcome. A point-by-point refutation of their charges, customer communication records, and proof of delivery or completion should all be presented professionally. Attach any required supporting paperwork. A robust fact-based response letter makes it more difficult for the issuer to simply side with the consumer, though this is by no means guaranteed. By doing so, you protect your merchant account from future chargebacks.
FAQs
What is the purpose of writing a rebuttal?
A rebuttal allows each party to give evidence that refutes or contradicts the evidence presented by the opposing party, which is why it is so vital in legal proceedings. To ensure a fair and full consideration of the topic, it is necessary to respond to and rebut the opposing arguments or facts.
Does a rebuttal need evidence?
Indeed, proof is typically required in a rebuttal to support comments made in response to the opposing party’s arguments or proof. This proof is required to successfully dispute or contradict the arguments presented by the other party.
What is an example of rebuttal response?
Chargeback rebuttal letter sample and its replies could include giving information that refutes the defendant’s charges, improves the state’s case, or questions the testimony of witnesses summoned by the opposing side. For example, in a criminal case, the state may provide evidence in rebuttal to contradict the defendant’s alibi or claims of self-defence.
How Do I Respond to Chargebacks as a Merchant?
To create a perfect merchant chargeback dispute letter sample, Merchants must gather and show sufficient evidence to dispute chargeback allegations when responding to them. This proof may include order details, delivery information, customer correspondence, and any other relevant paperwork that supports your position. To appropriately handle chargebacks, quick and detailed responses are required.
Does the Bank Investigate Disputes?
Banks frequently investigate complaints made by customers about transactions. To determine the truth of the disagreement, the investigation technique includes reviewing documentation provided by the merchant and the customer. Before making a decision, banks assess the facts to settle disputes fairly.