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Winning Chargeback Response Template to Email Customers

Chargebacks drain revenue and time, frustrating merchants in a system that often feels tilted toward customers. But emotions aside—your chargeback email plays a crucial role in resolving disputes.

Whether it leads to a resolution or acts as key evidence for the bank, an effective response is essential. In this guide, we’ll walk you through crafting a winning chargeback response email and share a template to help you succeed.

And with Disputifier, you can automate 99% of chargebacks, prevent disputes, and boost your win rate—without lifting a finger.

Overview of the Chargeback Process

A chargeback is a credit card transaction reversal initiated by the customer due to fraud, errors, or dissatisfaction with a product/service.

When filed, the merchant is notified and can dispute it by submitting evidence. If successful, funds are restored; if not, the chargeback stands, and the merchant loses the sale and the product or service involved.

Repeated chargebacks can lead to strained relationships with banks and payment processors, resulting in higher fees or even account termination. Preventing them is key, but since you're dealing with one now, let's focus on winning the dispute.

Why a Strong Chargeback Response Template is Important

Your chargeback email to the customer is a critical first step in resolving disputes. It’s your chance to address the issue, provide essential transaction details, and potentially resolve the dispute before it escalates.

A well-structured email can lead to the customer withdrawing the chargeback, saving you time, fees, and the hassle of formal disputes. Even if the customer continues with the chargeback, this email serves as documented proof of your efforts to resolve the issue in good faith—strengthening your position in any formal proceedings.

Now, let’s cover what to include in your chargeback email for the best chances of success.

Chargeback Response Templates to Try

Customers initiate chargebacks for many reasons. Some may not recognize the transaction (either due to forgetfulness or legitimate fraud), others may not have received their order, or perhaps they were dissatisfied with the products/services. 

The key is tailoring your chargeback response email to the specific issue. Here are a few chargeback email templates to try:

Transaction Not Authorized

Subject: Your Recent Transaction Query - [Your Company Name]

Dear [Customer's Name],

We understand that you have concerns regarding a transaction dated [Transaction Date] with [Your Company Name]. Your satisfaction and security are our top priorities, and we are here to assist you with the claim that this transaction was not authorized by you.

To help us investigate this matter thoroughly, please provide any additional details you may have about this dispute. In the meantime, we have attached the transaction records, including the signed receipt (if applicable), for your review.

If you recognize this transaction after reviewing the attached documents, please inform us immediately so we can cancel the chargeback process. If the transaction is unfamiliar to you, rest assured that we will work closely with your card issuer to resolve this issue.

We appreciate your cooperation and look forward to resolving this promptly.

Best regards,
[Your Name]
[Your Position]
[Your Company]

Items Not Delivered

Subject: Delivery Confirmation for Your Order with [Your Company Name]

Dear [Customer's Name],

We have received your chargeback request concerning an order reported as undelivered. We apologize for any inconvenience this may have caused and are committed to resolving this issue swiftly.

Attached to this email, you will find the delivery confirmation, including the tracking number and proof of delivery, which indicates that the item was delivered to [Delivery Address] on [Delivery Date]. If there has been an error in the delivery process or if the item was not received, please let us know as soon as possible.

We value your business and are eager to find a solution that ensures your satisfaction. Please contact us with any further information or questions you might have.

Warm regards,
[Your Name]
[Your Position]
[Your Company]

Items Not As Described

Subject: Resolution Steps for Your Item Discrepancy - [Your Company Name]

Dear [Customer's Name],

We are addressing the issue you reported regarding the [Product Name] purchased on [Purchase Date], and we apologize for any inconvenience this may have caused. At [Your Company Name], we aim for complete transparency and satisfaction, and we're here to make things right.

In order to assist you effectively, we kindly ask for the following:

1. A detailed description of how the item differs from what was described.
2. Any photos or documentation that can illustrate the discrepancy.
3. Your preferred resolution (replacement, exchange, or refund).

Once we receive this information, we will expedite the review of your case and work diligently to provide a fair resolution. Attached to this email, you will find the original product description and images for your reference.

Thank you for your patience and cooperation. We look forward to resolving this matter to your satisfaction.

Warm regards,
[Your Name]
[Your Position]
[Your Company]

Each template should be customized to reflect the specific details of the customer’s order and your company’s policies. Respond promptly and provide all necessary documentation to support your case.

But, there’s a better way—why handle disputes manually? when Disputifier can take care of it for you? With Disputifier, 99% of chargebacks are prevented or handled automatically. Save time and stress by letting us fight chargebacks for you!

How you can Automate Chargeback Management

Disputifier automates your chargeback management, giving you peace of mind and boosting profits without the need for manual intervention.

Our system prevents up to 99% of chargebacks by using Verifi™ and Ethoca™ alerts to refund transactions before they escalate, safeguarding your chargeback rate.

Our AI-powered fraud scanning analyzes hundreds of data points, accurately identifying fraudulent transactions and stopping up to 99% of fraud.

When disputes slip through, Disputifier boosts your win rate to up to 67%, far above the industry average of 20-30%.

Our tailored responses for each case and automated submission ensure you’re always prepared. With A/B testing and continuous refinement, we’re constantly optimizing your defense strategies.

We guarantee a 5X ROI, and you only pay when you win. Disputifier seamlessly integrates with all major payment processors and e-commerce platforms like Shopify and WooCommerce.

The Importance of a Strong Chargeback Response

Sending a chargeback letter to your customer is crucial in defending your business. Your response must be clear, concise, and supported with relevant evidence while maintaining a professional tone.

We’ve shared top chargeback response templates, offering clarity on how to proceed with your disputes. Always include specific details, documentation, and meet the necessary deadlines.

For even better results, automate the process with Disputifier. We’ll handle the emails, prevent 99% of chargebacks, and increase your chances of winning disputes.

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