The Best Chargeback Rebuttal Letter for eCommerce Merchants

Chargebacks are a recurring challenge for eCommerce merchants. When a customer disputes a transaction, the burden often falls on you to provide evidence proving the legitimacy of the sale. This is where a solid chargeback rebuttal letter comes in, acting as your frontline defense in the dispute process.

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Why would I use Disputifier as an E-Commerce Merchant?

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In this article, we’ll guide you on how to craft an effective chargeback rebuttal letter tailored for eCommerce merchants, complete with a template you can use to maximize your chances of winning disputes. And for those looking for a hands-off solution, Disputifier’s automated chargeback management can handle the process for you.

What Is a Chargeback Rebuttal Letter?

A chargeback rebuttal letter is a formal response to a chargeback claim. Its purpose is to provide the issuing bank with compelling evidence that refutes the cardholder’s reason for the dispute. This letter serves as a concise explanation of why the transaction is valid, supported by documentation to back up your position.

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Why Your Rebuttal Letter Matters

A well-crafted rebuttal letter is crucial to defending your business and safeguarding revenue. The chargeback process often places merchants at a disadvantage, so every detail counts.

A strong rebuttal letter can prevent the transaction from being permanently reversed and can save you from chargeback fees. This is particularly important for eCommerce and high-risk merchants who face stricter scrutiny.

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When to Use a Chargeback Rebuttal Letter

Not all chargebacks can be prevented, but if you believe the claim is unwarranted—such as in cases of friendly fraud or misunderstandings regarding product descriptions—a rebuttal letter can be your best line of defense. The key is in presenting your case clearly and promptly, along with the necessary documentation.

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Chargeback Rebuttal Letter Template

Below is a chargeback rebuttal letter template for your use. Customize this template with transaction-specific details and evidence to strengthen your case:

Subject: Chargeback Rebuttal for Transaction #[Transaction ID]

Dear [Issuing Bank’s Name],

I am writing on behalf of [Your Business Name] regarding a chargeback received on [Date] for a transaction made by [Customer's Name] on [Transaction Date] with the amount of [Amount]. After a thorough review of our records, we believe that this chargeback is unwarranted and respectfully request a reversal based on the evidence provided below.

Transaction Details:

Transaction ID: [Transaction ID]
Customer Name: [Customer's Name]
Transaction Date: [Transaction Date]
Amount: [Amount]
Product/Service: [Product/Service Description]

Supporting Documentation:

Please find the following documentation to support the legitimacy of this transaction:

Proof of Delivery: Attached is the tracking information and delivery confirmation to verify receipt of the order at [Delivery Address].
Customer Correspondence: We have included emails and chat transcripts confirming the customer’s acknowledgment of the transaction.
Product Description: The product listing and description match what was provided to the customer, as shown in the attached screenshots.

Based on the documentation provided, we kindly request that this chargeback be reversed. [Your Business Name] has taken all necessary steps to address and fulfill this transaction, and we believe the chargeback is without merit. We appreciate your prompt attention to this matter and look forward to a favorable resolution.

Thank you for your time and consideration.

Sincerely,
[Your Name]
[Your Position]
[Your Business Name]

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Automate Your Chargeback Management with Disputifier

Handling chargebacks manually can be time-consuming and costly, especially for high-volume eCommerce merchants. Disputifier automates your chargeback management, allowing you to focus on running your business while we handle disputes.

With Disputifier, you benefit from real-time alerts, tailored responses, and AI-powered fraud prevention, ensuring that up to 99% of chargebacks are prevented or resolved. By automating your chargeback process with Disputifier, you protect your revenue, improve your chargeback ratio, and achieve a higher win rate without lifting a finger.

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The Importance of a Strong Chargeback Response

A chargeback rebuttal letter is essential for defending your business. Your response should be clear, concise, and supported by relevant evidence while maintaining a professional tone. We’ve provided a top chargeback response template to guide your disputes effectively.

For even better results, automate the process with Disputifier to increase your win rate by over 230% and reduce chargebacys by 87%