I’d like to contest in the pre-arbitration stage, and need to submit a rebuttal letter. What should I include in this letter?
The rebuttal letter provides an opportunity to summarize your case for contesting the chargeback. Ensure that you include the following pieces of information in your rebuttal letter:
- The chargeback reason code.
- The dollar amount that you are contesting (e.g. the entire chargeback amount or a partial amount).
- List of all evidence/documentation that you are submitting.
- Brief summary of how your evidence invalidates the cardholder’s claim.
Below, please find two templates of rebuttal letters. Be sure to modify your rebuttal letter to reflect your chargeback reason code and your unique situation.
Services not rendered - event-based ticketing company
Dear [insert name],
I am writing this rebuttal letter to contest chargeback #[insert number] for $[insert dollar amount]. The chargeback reason code is Services not Rendered. [Insert cardholder name] completed the transaction on [insert date], and attended the concert with the ticket that my business emailed to her. I am attaching the below evidence which indicates that she used our service:
Email correspondence (Attachment A)
Internal system notification that the ticket was used (Attachment B)
Attachment A is a string of email correspondence. As you can see, my business automatically triggered an email to her inbox once the ticket purchase went through. [Cardholder name] received this email because she sent a reply to us saying, “Thank you!! Can’t wait to attend!!”
Attachment B is from our internal system -- it is a screenshot showing that the ticket’s barcode was scanned. Its timestamp is from the day and time of the event (June 21, 2017 at 8:27 pm).
Our tickets are sent electronically, but can also be printed out. Occasionally, this can cause confusion for customers. However my evidence clearly points to usage of the ticket, and services rendered.
Do let me know if you have any questions, or if there is any additional information I can provide. Thank you for your consideration and I look forward to hearing from you.
[Insert email address]
Product not as described - shipped physical goods
Dear [insert name],
I am writing this rebuttal letter to contest chargeback #[insert number] for $[insert dollar amount]. The chargeback reason code is Product not as described. [Insert cardholder name] completed the transaction on [insert date], and the product was delivered to her on [insert date].
Per our refund policy, we account for items that are not as described -- the customer simply needs to mail the item back to us, and if we confirm that the item is different from what was ordered, we will gladly ship the correct product for free. [Cardholder name] shipped the product back to us, but the item was exactly what was described on our website: an 18-inch, five-speed black fan with a “Glacier” setting. Since we shipped the product that [cardholder name] ordered, we did not issue a refund.
I am attaching the below evidence which invalidates [cardholder’s name] claim that the fan was not as described:
Signed terms of service (Attachment A)
Screenshot of the refund policy (Attachment B)
Description of the item with an image of the item - URL included (Attachment C)
Email correspondence to resolve cardholder’s issue (Attachment D)
Attachment A is a screenshot that shows our terms of service with [cardholder’s name] signature, initials, and date. Attachment B is a screenshot of our refund policy, which has also been signed and dated by [cardholder’s name]. As you can see, the screenshot includes our statement: “If you receive an item that is different from what you ordered, ship it back to us at 2001 Convention Drive, Chicago, IL 60606. If the item is different from what you ordered, we will then mail you the correct product, free of charge.”
For proof that we provide a clear image and description of the product, Attachment C is a screenshot with the URL and web page for the fan. Not only are multiple pictures of the fan available, but a list of product details are included as well.
Attachment D is an email chain which clearly highlights how we tried to resolve the customer’s issue. We asked her to describe the product she received and how it was different from what she ordered. As you can see, her description (“it’s a black fan, and it has five buttons and this Glacier setting”) is identical to the description that we included on our website.
My ample evidence clearly indicates that my business did ship the correct item to [cardholder name]. Do let me know if you have any questions, or if there is any additional information I can provide. Thank you for your consideration and I look forward to hearing from you.
[Insert email address]