Understanding the Merchant Chargeback Dispute Letter Sample

Dear [Issuing Bank Name] Chargeback Department,

This letter is in response to chargeback case number [Chargeback Case Number] for transaction ID [Transaction ID] dated [Date of Transaction] for the amount of [Amount]. The reason provided for this dispute is "Fraudulent Transaction."

We dispute this claim as we have evidence to prove the transaction was legitimate. The customer, [Cardholder Name], authorized this purchase using their card ending in [Last 4 digits of card]. We have attached the following supporting documents:

1. A clear copy of the customer's signed sales receipt/invoice.
2. Proof of delivery to the customer's verified billing address, showing the signature of the recipient [Recipient Name if available].
3. IP address used during the online transaction matches the customer's general location.
4. A copy of any email correspondence with the customer regarding this order.

We believe this evidence clearly demonstrates that the cardholder authorized this transaction. We kindly request that you review this information and reverse the chargeback.

Sincerely,

[Your Business Name]

[Your Contact Information]

Dear [Issuing Bank Name] Chargeback Department,

We are writing to dispute chargeback case number [Chargeback Case Number] related to transaction ID [Transaction ID] on [Date of Transaction] for the amount of [Amount], with the reason "Product Not Received."

We strongly object to this chargeback as we have proof that the product was delivered to the customer. We have provided the following documentation for your review:

• A detailed shipping confirmation email sent to the customer at [Customer Email Address] on [Shipping Date].
• Tracking number [Tracking Number] from [Shipping Carrier Name], which shows the package was delivered to the customer's provided address on [Delivery Date].
• A signed delivery confirmation obtained by [Shipping Carrier Name] upon delivery to [Customer's Address].

We kindly ask you to consider this evidence and overturn the chargeback. The customer received the product as agreed.

Thank you for your attention to this matter.

Sincerely,

[Your Business Name]

[Your Contact Information]

Dear [Issuing Bank Name] Chargeback Department,

This letter addresses chargeback case number [Chargeback Case Number] concerning transaction ID [Transaction ID] on [Date of Transaction] for the amount of [Amount]. The stated reason for the dispute is "Services Not Rendered."

We contest this claim as we fully rendered the services agreed upon. Our evidence includes:

1. A signed service agreement or contract detailing the scope of services.
2. Proof of completion of services, such as project completion reports, invoices detailing work performed, or customer sign-off.
3. Records of communication with the customer during and after the service period, showing their satisfaction or lack of complaint at the time.

We kindly request that you examine this evidence to confirm that the services were indeed rendered and that the chargeback should be reversed.

Sincerely,

[Your Business Name]

[Your Contact Information]

Dear [Issuing Bank Name] Chargeback Department,

We are writing to dispute chargeback case number [Chargeback Case Number] for transaction ID [Transaction ID] on [Date of Transaction] for the amount of [Amount]. The reason cited is "Duplicate Transaction."

We dispute this chargeback as the transaction in question is not a duplicate. We have reviewed our records and found that both transactions were authorized by the cardholder for separate purchases/services:

• Original Transaction: Transaction ID [Original Transaction ID], Date [Original Date], Amount [Original Amount].
• Disputed Transaction: Transaction ID [Transaction ID], Date [Date of Transaction], Amount [Amount].

We have attached copies of both transaction receipts/invoices and any relevant communication with the customer that clarifies these were distinct purchases. We ask that you please review this information and reverse the chargeback.

Sincerely,

[Your Business Name]

[Your Contact Information]

Dear [Issuing Bank Name] Chargeback Department,

This letter is in response to chargeback case number [Chargeback Case Number] for transaction ID [Transaction ID] on [Date of Transaction] for the amount of [Amount], with the reason "Not as Described."

We respectfully disagree with this chargeback. Our product/service was accurately described at the time of purchase. We have enclosed the following:

1. Screenshots or copies of the product/service description on our website at the time of purchase, highlighting key features and benefits.
2. Photographs of the product shipped, demonstrating its condition and features.
3. Copies of any customer communication where the product/service was discussed and agreed upon.
4. Our return policy, which outlines the process for returns if the customer was unsatisfied.

We believe the evidence shows that the item was as described. We request that you consider this information and reverse the chargeback.

Sincerely,

[Your Business Name]

[Your Contact Information]

Dear [Issuing Bank Name] Chargeback Department,

We are writing to dispute chargeback case number [Chargeback Case Number] for transaction ID [Transaction ID] on [Date of Transaction] for the amount of [Amount]. The reason provided is "Cancels Recurring Transaction."

We dispute this chargeback because the customer did not cancel their recurring subscription according to our cancellation policy. We have the following evidence:

• Records showing the customer agreed to our terms and conditions, which include our recurring billing and cancellation policy, at the time of initial signup.
• Proof that the customer was notified of upcoming recurring charges via email on [Notification Date].
• Our system logs indicate no valid cancellation request was received before the charge was processed.
• Customer communication logs showing interactions after the charge date, which do not indicate a request for cancellation prior to the charge.

We kindly request that you review this evidence, which demonstrates that the charge was legitimate. We ask that you reverse this chargeback.

Sincerely,

[Your Business Name]

[Your Contact Information]