We can all agree that first impressions are everything. And this also holds true when it comes to business operations.
A chargeback rebuttal letter is the first thing that a chargeback evaluator sees. Thus, a hurriedly written rebuttal letter can significantly reduce your chances of getting a chargeback reversed.
With this in mind, it’s important to know how to write a chargeback letter that convincingly and compellingly presents your case.
The good news is that in this post we go over everything you need to know about a rebuttal chargeback letter.
What’s more, we give you a chargeback rebuttal letter template that you can use to draft a chargeback letter.
And if you’re a merchant or a merchant account provider looking for a chargeback dispute letter example then you can take a look at the chargeback rebuttal letter sample in this article.
What Is a Chargeback Rebuttal Letter?
A chargeback rebuttal letter is a summary of facts of a chargeback representment or response package. Chargeback representment is a response that merchants provide to the issuing bank to prove that a chargeback isn’t legitimate.
The chargeback letter 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 favor.
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 rebuttal letter 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 are:
- Chargeback Identifiers
You need to include chargeback identifiers that can be used to match your dispute letter to that particular chargeback.
Some of this identifying information includes.
- 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 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?
Include all this information to help the 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.
Highlight the important and most compelling elements of the evidence in the letter.
- Call To Action
This is the last part of the letter, where you include what you want to happen. In a professional tone, reiterate that you want the card issuer to overturn the chargeback.
And now let’s look at a chargeback rebuttal letter template and a sample that you can use to craft your dispute letter.
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, and business contact information
Now, here is a sample chargeback rebuttal letter:
May 30, 2021
Street Address, city, state, and Zip code
Re: Chargeback rebuttal
I am writing this rebuttal letter to contest chargeback (number) with chargeback reason (enter reason) for (amount in dollars). As we will demonstrate, the aforementioned chargeback 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.
Business email address or other contact information
Other Tips on 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 and if possible try to keep it one page in length
- Be specific – Customize your letter 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 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, sales receipt, proof of delivery, a return receipt, order form, evidence the items are of high quality, and evidence that the transaction was made by the cardholder.
A chargeback rebuttal letter acts as a cover letter to your dispute response package. A compelling and well-crafted chargeback rebuttal letter can improve the chances of the issuing bank ruling in your favor.
Hopefully, you now have an idea of how a rebuttal letter looks like and the details to include in it.