When an email to the customer helps
- It may be a mix-up: an unfamiliar name on the statement, a gift, a family purchase, a parcel left with a neighbor or a renewal they forgot.
- Every card network lets the cardholder withdraw a dispute by contacting their bank, according to Stripe, and Shopify says card networks expect customers to try to resolve problems with the merchant first.
- It isn't for real fraud. If the card was stolen, the person who placed the order isn't the cardholder; answer with evidence instead.
The rules every template follows
- Send it from your usual support address and keep the thread: Stripe recommends keeping a record of all communication with the customer, because it becomes evidence.
- Submit your evidence before the deadline even if the customer says they've withdrawn the dispute: Stripe says a withdrawn dispute can still be lost without a response.
- Don't accuse the customer of fraud, don't threaten them and don't promise a refund on top of the dispute.
- Delivery evidence is the carrier's delivery scan (date and city); the email states it and nothing more.
Then answer the dispute itself: the fight or accept tool says whether to, the evidence checklist builder lists the records, and the rebuttal letter templates cover the letter to the bank.
Chargeback email templates by situation
They don't recognize the charge
Fraud or "unrecognized" disputes on an order that looks genuine: a gift, a family purchase or an unfamiliar statement name.
Subject: Your [Store name] order [Order number]: the details Hi [Customer's first name], We're getting in touch about a question your bank raised on a [Amount] charge from [Order or charge date]. In case the charge didn't look familiar, here are the details: - Order [Order number], placed on [Order or charge date]: [What they bought] - It appears on card statements as "[How the charge appears on statements]". - It was delivered by [Carrier] (tracking [Tracking number]) on [Delivery date (carrier scan)]. If you recognize it now, for example as a gift or an order someone in your household placed, you can ask your bank to withdraw the dispute. If anything about the order isn't right, just reply to this email and we'll help. Thanks, [Store name] [Your support email or page]
They say it never arrived
"Not received" disputes where the carrier's tracking shows a delivery scan.
Subject: Your [Store name] order [Order number]: delivery details Hi [Customer's first name], We saw that order [Order number] has been raised with your bank as not received, and we'd like to help find it. The carrier's tracking shows: - Carrier: [Carrier], tracking number [Tracking number] - Delivery scan: [Delivery date (carrier scan)], [Delivery city (carrier scan)] Parcels are sometimes left with a neighbor, in a mailroom or in a safe place near the door. Could you take a look? If it turns up, please let your bank know so they can close the dispute. If it's still missing, reply to this email and we'll follow it up with the carrier. Thanks, [Store name] [Your support email or page]
They wanted a return or refund
Not-as-described, cancelled-order or refund disputes from a customer who went to the bank instead of asking you.
Subject: Your [Store name] order [Order number]: let's sort this out Hi [Customer's first name], We saw that your bank has opened a dispute on order [Order number] ([What they bought], [Amount], [Order or charge date]), and we'd like to help directly. Our return policy is here: [Return policy page address]. If you'd like a return, an exchange or a replacement, reply to this email and we'll arrange it. If we agree on a solution, please ask your bank to withdraw the dispute, and we'll complete it once the bank has closed the case. Thanks, [Store name] [Your support email or page]
A renewal they meant to cancel
Subscription disputes from a customer who forgot to cancel or didn't recognize a renewal.
Subject: Your [Store name] subscription and the [Amount] charge Hi [Customer's first name], We saw that your bank has opened a dispute on a [Amount] charge from [Order or charge date] for [What they bought], which was a renewal of your subscription. If you meant to cancel, we're sorry for the trouble: reply to this email and we'll cancel future renewals straight away and confirm it in writing. You can also manage or cancel your subscription here: [Where they manage the subscription]. If this sorts it out, please ask your bank to withdraw the dispute. Thanks, [Store name] [Your support email or page]
Frequently asked questions
Should I email a customer who filed a chargeback?
Often, yes, when it may be a mix-up. Stripe recommends contacting the customer and keeping a record of every message, because the messages become evidence, and every card network lets a cardholder withdraw a dispute through their bank. Stay factual, and still submit your evidence before the deadline.
What should I never say in a chargeback email to a customer?
Don't accuse them of fraud, don't threaten collections, reviews or reports, and don't promise a refund on top of the dispute. State what your records show, offer help and keep a copy: the email may become part of your evidence.
Can I use the customer's reply as chargeback evidence?
Yes. Stripe recommends keeping a record of all communication with the customer because it provides evidence for your response. A reply where the customer recognizes the order or confirms the parcel arrived is especially useful; attach it with the rest of the packet.
Keep every customer message with the order, ready for the dispute.
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Sources
- Stripe Docs: Respond to disputes (checked October 16, 2026)
- Stripe Docs: Dispute withdrawals (checked October 16, 2026)
- Shopify Help Center: Chargeback process (checked October 5, 2026)
- Stripe Docs: Statement descriptors (checked October 5, 2026)
Last reviewed by Verdikx Research.