How To Respond To A Dispute, Claim Or Chargeback

lap top

In the business world, things such as disputes, claims, and chargebacks are inevitable. No matter how well you try to prevent them, they may still happen. For instance, someone calls their credit card service provider and disputes a transaction made with their card on your site. Some of the reasons for the dispute may be that they did not authorize the transaction or the product they received wasn’t the one they expected.

As a merchant, what you need to know is that how you respond to these issues matters. Let’s look at ways to respond to disputes, claims, and chargebacks.

Investigate the Problem

The first and most important thing is investigating the problem. Go through email program to see if the customer had communicated anything before or after the purchase. If your site has a comment section, go through it to know if the customer left any comment.


Investigate details of the transaction itself so that you can craft a comprehensive response. If after the investigation you realize that the transaction was done using a stolen payment method, just accept the chargeback. But if you suspect that the customer is foul-playing you, you need to respond appropriately.

Your Response Should be Easy and Straight to the Point

When responding, don’t include irrelevant information with the aim of making your response more compelling. Go straight to the point and include facts about the actual sale such as purchasing of the product by the customer, agreement to your terms, authorization of the transaction, and shipping of the product to the shipping address provided.

And, highlight any important points which you think can work in your favor. If you want to prevent future issues, then you can fight chargebacks with

Include All the Relevant Details

If you think there is any compelling evidence that can bring the case to your favor, don’t leave it out. All the data you provide should be correct and without any errors. Boost your case with email correspondences, phone logs, and any other info that validates the customer’s identity.


Show that the customer authorized the transaction by showing signed receipts, CVV confirmations and an IP matching the cardholder’s location. And if you did everything correctly, prove by showing the product was delivered or serviced was rendered. And, don’t forget to include a case number on each page of your response.

Send the Response

After the response is complete, send it to your processor via the specified channel. Some require the responses to be sent via mail or fax. Before sending it, take the time to ensure all the data is clear and legible.

These tips will go a long way in helping you shift the case in your favor. Therefore, keep them in mind just in case you’re faced with disputes, claims or chargebacks.

Related Post