On this page
  1. IdentifyName the transaction, amount, date, and dispute reason.
  2. AnswerState your position against the exact claim.
  3. MapPoint to exhibits in the order a reviewer needs them.

Copy this chargeback response template

Chargeback response and rebuttal letter template

  • Subject: Dispute response for [processor case number]
  • Transaction: [order or transaction reference], [date], [amount], [business name]
  • Position: We [accept / challenge] this dispute because [one-sentence factual position].
  • Claim: The notice says [short, neutral description of the cardholder claim].
  • Response: [Explain what happened in two or three sentences, without speculation].
  • Evidence: Exhibit A shows [fact]. Exhibit B shows [fact]. Exhibit C shows [fact].
  • Request: Please review the attached records in support of this response.

Annotated rebuttal letter sample: delivered order

Position. We challenge the product-not-received claim for the order placed on 6 May for $84.00. The order was shipped to the address entered at checkout and the carrier records show delivery on 10 May.

Evidence map. Exhibit A is the order record and shipping address. Exhibit B is the carrier delivery record showing the delivered scan and address. Exhibit C is the customer message from 12 May referring to the package. These records address the order, delivery, and the customer's later report without relying on a general store policy.

What weakens the letter

Keep

  • A direct answer. The first sentence should take a position on the stated reason.
  • Transaction-linked records. Each exhibit should relate to this payment, customer, order, or service.
  • Plain chronology. Dates let the reviewer test the story quickly.

Leave out

  • A long company history. It does not prove what happened in this transaction.
  • Accusations about the customer. Intent is usually harder to prove than the transaction record.
  • A link to a website. The reviewer may not be able to open external links.

Turn the letter into a reviewable packet

Put the response before the exhibits, give every exhibit one job, and make the index match the labels in the letter. The response packet guide explains that structure; the chargeback evidence guide helps you choose records by reason. The builder can create the draft and keep your files in this browser while you prepare the final submission.

Build my response packet