When a customer files a chargeback, it puts merchants in a tough spot. Not only is money on the line, but your reputation with the payment processor is, too. A solid rebuttal letter can turn the tide. But too many merchants either write something too vague or too defensive.
In this guide, we’ll walk you through exactly what makes a rebuttal letter effective and include actual chargeback rebuttal letter examples to help you write one that has a real shot at winning.
Let’s break it down.
What Is a Chargeback Rebuttal Letter?
A chargeback rebuttal letter is a formal chargeback response that a merchant sends to a payment processor or issuing bank after a customer disputes a transaction. It’s part of the chargeback representment process and gives the merchant a chance to tell their side of the story.
The goal is simple: prove the transaction was valid and explain why the dispute should be rejected.
What to Include in a Rebuttal Letter
Before we look at real examples, here's what every rebuttal letter should include:
- Merchant details: Your business name, contact information, and merchant ID
- Transaction details: Customer name, order ID, amount, and date of purchase
- Chargeback reason code: Refer to the exact code issued by the card network
- Summary of facts: Clearly state why the dispute is invalid
- Evidence list: Reference attached documents such as receipts, tracking info, or screenshots
- Professional tone: Keep it factual and focused, not emotional
This is not a time for fluff. Banks want clear, structured information. You should also tie your rebuttal directly to the chargeback reason code and card network rules (e.g. Visa Compelling Evidence 3.0 if applicable).
Chargeback Rebuttal Letter Examples
Here are two types of scenarios and how a strong rebuttal letter might look in each.
Example 1: “Product Not Received” Dispute
Subject: Rebuttal for Chargeback #447392 – Product Delivered with Proof
To Whom It May Concern,
We are submitting a rebuttal for the above chargeback filed under reason code 13.1 (Merchandise/Services Not Received).
The order (Order ID: 12245) was placed by Jane Doe on March 2, 2025, and shipped on March 3, 2025 via UPS Ground. The tracking number 1Z32876X3300445537 shows confirmed delivery at the customer’s address on March 5, 2025, with signature confirmation (see attached proof of delivery).
Additionally, our system logs show that the customer accessed their user dashboard multiple times between March 6–9, which supports that the service was rendered. Screenshots of this activity are attached.
Based on this evidence, we believe the chargeback is invalid and respectfully request reversal.
Sincerely,
John Smith
Operations Manager
ABC Widgets Inc.
Example 2: “Fraudulent Transaction” (Friendly Fraud)
Subject: Rebuttal for Chargeback #992304 – Authorized and Verified Transaction
To Whom It May Concern,
We are responding to a chargeback initiated under reason code 10.4 (Other Fraud – Card-Absent Environment) for a transaction completed by the cardholder on April 10, 2025.
The customer, Robert Lee, placed an order using his own account and billing address. AVS and CVV were both matched, and a two-factor email verification was completed before checkout.
Attached are the signed service agreement, a copy of the invoice, IP address logs, and screenshots of the customer accessing their downloadable content on April 11 and 12. The digital item was accessed three times using the same device ID associated with the purchase.
This evidence demonstrates that the cardholder authorized the transaction and received the purchased item. We respectfully request that the chargeback be reversed.
Best regards,
Sarah Doe
Customer Success Lead
123Company
Why Rebuttal Letters Get Ignored (And How to Avoid That)
Banks and processors handle thousands of chargebacks. If your letter doesn’t get to the point or lacks supporting evidence, it might get tossed aside.
Here’s what weak letters tend to do wrong:
- Use emotional or accusatory language
- Fail to mention the reason code
- Don’t clearly link evidence to the claim
- Miss deadlines or formatting guidelines
To fix this, stick to facts, cite the reason code directly, and list each piece of evidence clearly.
Tips to Make Your Rebuttal Letter Stronger
- Mirror the language of the reason code. Speak in terms the processor recognizes.
- Bullet points help. They make evidence easier to scan.
- Always reference the transaction ID.
- Don’t just attach evidence—explain what it shows.
If you’re working with a processor like Stripe or PayPal, know that each has slightly different expectations. Some prefer online forms, others require PDFs. Always double-check the format.
When to Consider Help from Chargeback Professionals
If you’re seeing multiple disputes or you're just not winning them, it might be time to use a tool or service to automate responses. Especially for businesses with hundreds of transactions per day, manually writing rebuttals becomes unsustainable.
Automated tools can populate letter templates with order data, attach evidence, and submit everything within network timeframes. That’s critical when you're dealing with short response windows.
FAQ: Chargeback Rebuttal Letter Examples
What is the difference between a rebuttal letter and representment?
A rebuttal letter is the written explanation you send as part of the representment process. Representment includes the letter plus all the supporting documentation and is the formal resubmission of the transaction to the card network.
How long should a rebuttal letter be?
Keep it under one page if possible. Stick to the facts and let your evidence do the heavy lifting. Wordy letters are less effective and harder for processors to review quickly.
Do I need to cite the chargeback reason code in my letter?
Yes. Citing the exact reason code helps align your response with the card network rules and tells the processor you understand the nature of the dispute.
Can I reuse the same rebuttal letter for multiple disputes?
No. Each chargeback has different facts, and banks look for tailored responses. Reusing a generic letter often leads to rejections.
What kind of evidence should I attach?
Attach order confirmations, delivery tracking, signed contracts, screenshots of usage, IP logs, AVS/CVV match results, and any communication with the customer. Make sure you explain what each item proves.
Chargeblast Can Help You Prevent These Disputes in the First Place
If you're writing rebuttal letters regularly, you're already behind the curve. Chargeblast helps merchants stop chargebacks before they escalate—whether it’s identifying refund seekers early, auto-responding with the right compelling evidence, or giving you templates that actually match card network expectations.
You shouldn't have to scramble every time a chargeback hits your inbox. Let us handle the heavy lifting so you can focus on running your business.
