Chargeback Rebuttal Letter Layout

Chargeback Rebuttal Letter Layout

[Date]


[Name of Card Issuer or Bank]
[Address of Card Issuer or Bank]

1. Opening Salutation

Dear [Recipient’s Name or "Chargeback Department"],

2. Introduction

Start by clearly stating the purpose of your letter.


Example:
"We are writing to formally dispute the chargeback initiated by [Cardholder’s Name] on [Transaction Date], concerning Transaction ID [Transaction ID]. After conducting a thorough review of this case, we believe the chargeback is unwarranted for the following reasons."

3. Key Details of the Transaction

Include all pertinent transaction information:

  • Transaction Date:

  • Transaction Amount:

  • Cardholder Name:

  • Transaction ID:

  • Product/Service Purchased:

  • Order/Invoice Number:

4. Explanation of Dispute

Provide a clear and concise explanation of why the chargeback is invalid.

  • Describe what happened.

  • Reference any relevant terms and conditions or policies agreed upon by the cardholder.

  • Point out discrepancies or errors in the cardholder’s claim.

Example:
"The cardholder claims that the item was not received. However, our records indicate that the package was delivered on [Delivery Date], as confirmed by the attached proof of delivery from [Shipping Company]."

5. Evidence Supporting Your Case

List the evidence you are including and briefly explain its relevance. Attach copies of the following where applicable:

  • Proof of delivery (e.g., tracking information, signature confirmation).

  • Transaction receipts or invoices.

  • Communication records (emails, chats, etc.).

  • Relevant terms and conditions.

  • Photos, if applicable (e.g., evidence of the condition of the product shipped).

Example:
"Attached, please find:

  1. Proof of delivery showing the item was delivered to the cardholder’s address on [Date].

  2. A copy of the invoice signed by the cardholder, confirming acceptance of the order.

  3. Email correspondence with the cardholder confirming receipt of the product."

6. Closing Argument

Reiterate your position and politely request resolution in your favor.

Example:
"We trust that this evidence demonstrates the validity of the transaction and supports our position that the chargeback is unfounded. We kindly request that the chargeback be reversed and the funds reinstated to our account."

7. Contact Information

Provide your contact details for follow-up.

Example:
"Should you require any additional information, please do not hesitate to contact us at [Phone Number] or [Email Address]."

8. Closing Salutation

Thank the recipient for their time and attention.


Sincerely,


[Your Name]
[Your Position]
[Your Company Name]

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