What every rebuttal letter needs
- Answer the exact claim. Read the reason code, not just the customer's message: a not-received claim and a fraud claim need completely different proof. The reason-code pages list what each code needs.
- Cite every record. Each point in the letter refers to an attached exhibit: tracking with the carrier's delivery scan, the order record, the policy shown at checkout, customer messages.
- State the records, don't accuse. Avoid calling the cardholder a fraudster; let the records show what happened.
- Send everything at once, early. One response is usually allowed per stage, so gather everything first and submit at least 2 days before your processor's due date (time limit calculator).
- Leave the decision to the bank. The cardholder's bank decides under card network rules. A clear letter helps it find the evidence; it can't guarantee the outcome.
Chargeback response templates by claim
Item not received rebuttal letter (Visa 13.1, Mastercard 4853 (goods not provided), Amex C08, Discover RG)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states the merchandise was not received. The records below answer that claim, and each one is attached as an exhibit. Summary - Order [order number] was placed on [order date] for [order amount] and shipped with [carrier], tracking number [tracking number]. - The carrier's delivery scan shows the parcel delivered on [delivery date (carrier scan)] to the shipping address the customer entered at checkout (Exhibit B). - The delivery address matches the address on the order (Exhibit C). Any messages from the customer about the delivered item are attached (Exhibit D). Exhibits A. Order record with the shipping address entered at checkout B. Carrier tracking with the delivery scan, date and full delivery address C. Order confirmation showing billing and shipping addresses D. Customer messages about the order, if any E. Shipping policy with the promised delivery window Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Fraud: purchase not recognized rebuttal letter (Visa 10.4, Mastercard 4837, Amex F29, Discover UA02)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states they did not authorize or do not recognize the purchase. The records below answer that claim, and each one is attached as an exhibit. Summary - Order [order number] was placed on [order date] for [order amount]. The payment passed the card checks recorded by our processor: [AVS result], [CVV result][, and 3-D Secure authentication] (Exhibit B). - The order was placed from [IP address / device] and delivered on [delivery date (carrier scan)] to [the cardholder's billing address / an address used on earlier orders] (Exhibit C). - The same customer account, email and address were used on earlier orders that were not disputed: [earlier undisputed orders (numbers and dates)] (Exhibit D). For Visa 10.4, these support Compelling Evidence 3.0 where two or more qualify. Exhibits A. Order record and receipt B. AVS, CVV and 3-D Secure results for the disputed payment C. Checkout IP address and device, and the carrier delivery scan D. Earlier undisputed orders with matching IP, device, address or account E. Product description as the customer saw it Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Not as described or defective rebuttal letter (Visa 13.3, Mastercard 4853, Amex C31, Discover RM)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states the merchandise was not as described or was defective. The records below answer that claim, and each one is attached as an exhibit. Summary - Order [order number] was placed on [order date] for [order amount]. The product page the customer saw at purchase describes the item as shipped (Exhibit B). - Our return policy ([policy page address]) was shown at checkout. Our records show no return was received for this order (Exhibit C). - We offered the customer [a return / a replacement / help] on [date]; the messages are attached (Exhibit D). Exhibits A. Order record and receipt B. Product page, description and photos as they were at the time of sale C. Return policy shown at checkout and the return record D. Customer messages, including any return or replacement offered E. Packing or quality check records for the shipped item, if any Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Credit or refund not processed rebuttal letter (Visa 13.6, Mastercard 4853, Amex C02, Discover RN2)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states a refund or credit was not processed. The records below answer that claim, and each one is attached as an exhibit. Summary - Order [order number] was placed on [order date] for [order amount]. - A refund of [refund amount] was issued on [refund date]; the processor's refund record is attached (Exhibit B). - If no refund is due: the return did not qualify under the policy shown at checkout ([policy page address]), for the reason in Exhibit C. Exhibits A. Order record and receipt B. Refund record from the processor (date, amount, reference) C. Return or refund policy shown at checkout and the return record D. Customer messages about the refund Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Cancelled order or services rebuttal letter (Visa 13.7, Mastercard 4853, Amex C05)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states they cancelled the order or returned the goods and expected a credit. The records below answer that claim, and each one is attached as an exhibit. Summary - Order [order number] was placed on [order date] for [order amount]. - The cancellation policy ([policy page address]) was disclosed and accepted at checkout (Exhibit B). The cancellation request arrived on [cancellation request date], [after the order shipped / after the policy cut-off] (Exhibit C). - If a refund was issued: it was processed on [refund date] (Exhibit D). Exhibits A. Order record and receipt B. Cancellation policy as shown and accepted at checkout C. The cancellation request and our reply, with dates D. Refund record, if a refund was issued E. Shipping or service-use records after the cancellation date Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Cancelled subscription rebuttal letter (Visa 13.2, Mastercard 4853, Amex C28, Discover AP)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states the recurring charge was cancelled. The records below answer that claim, and each one is attached as an exhibit. Summary - The customer agreed to the recurring terms when subscribing on [signup date] (Exhibit B); the terms are at [policy page address]. - The disputed renewal of [order amount] was charged on [order date]. Our records show [no cancellation before this charge / a cancellation on [cancellation request date], after this charge] (Exhibit C). - Account activity after the renewal date is attached (Exhibit D). Exhibits A. Subscription record and the terms accepted at signup B. Cancellation history with dates C. Renewal reminders sent, if any D. Account logins or usage after the renewal Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Duplicate charge rebuttal letter (Visa 12.6.1, Mastercard 4834, Amex P08, Discover DP)
Re: Response to dispute [case or dispute reference], order [order number], reason code [reason code on the notice] To the card issuer, [store name] contests this chargeback. In this dispute the cardholder states they were charged more than once. The records below answer that claim, and each one is attached as an exhibit. Summary - The charges are for separate orders: [order number] placed on [order date] for [order amount], and [second order number, date and amount], each with its own items and delivery (Exhibit B). - If one charge was a duplicate, it was refunded on [refund date] (Exhibit C). Exhibits A. Both order records and receipts B. Refund record for any duplicate C. Delivery records for each order Based on these records, we ask the issuer to reverse the chargeback. We are happy to provide anything else that would help the review. [store name]
Frequently asked questions
How long should a chargeback rebuttal letter be?
Short. It states the claim, answers it point by point with the records you attach, and lists those records as exhibits. The exhibits carry the proof; the letter tells the bank where to look.
Can I use the same rebuttal letter for every chargeback?
No. The bank weighs your evidence against the reason code: Visa 13.1 (not received) needs carrier delivery proof, while Visa 10.4 (fraud) needs proof the cardholder took part, such as AVS and CVV results, the checkout IP address and earlier undisputed orders. Start from the template for the claim on your notice.
Should a rebuttal letter say the customer committed fraud?
No. State what your records show and attach them. The playbooks behind these templates advise against accusing the cardholder of fraud or "friendly fraud"; the bank decides on the evidence.
Is there an AI tool that writes chargeback responses?
Yes. Verdikx's AI drafts each chargeback response from your store's own records (the order, card checks, tracking and delivery scans, policies and customer messages), following the reason code's playbook, and you review and approve it before it's sent. Starter covers AI drafts and the AI claim check for 10 cases a month. The builder on this page fills a template in your browser, without AI.
Is a chargeback response template the same as a rebuttal letter?
Mostly, yes. Processors call it a dispute response and card networks call the stage representment, but the core is the same: a short letter answering the claim, plus exhibits that prove each point, submitted through your processor before its deadline.
Get the first draft written from your own records.
Install on Shopify, or create a workspace for WooCommerce, another platform or your processors, and get your first verdicts in minutes. 7-day free trial, no percentage of what you win.
Sources
- Visa Core Rules and Visa Product and Service Rules (18 April 2026), Chapter 11 Dispute Resolution (checked October 5, 2026)
- Mastercard Chargeback Guide, Merchant Edition (13 May 2025) (checked October 5, 2026)
- American Express: How to Manage and Help Prevent Disputes (US reference guide, version 2024PROP) (checked October 5, 2026)
- Stripe Docs: How disputes work (inquiries, timing, unchallengeable disputes) (checked October 5, 2026)
- Shopify Help Center: Chargeback process (checked October 5, 2026)
Last reviewed by Verdikx Research.