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Chargeback Evidence Pack · Guide

What should a chargeback rebuttal letter include?

A chargeback rebuttal letter should state the reason code, say in one sentence why the claim does not hold, then list the facts of the order in date order, each pointing to a named evidence file. Keep it short, factual and polite, and answer only the claim the customer made. The card issuer reviewer reads many of these, so a clear one-page letter with a matching evidence index is easier to assess than a long one.

How to write the rebuttal yourself

Find the exact reason code. Open the dispute in your payment dashboard and copy the reason (for example fraudulent, product not received, not as described, or subscription cancelled) and the response deadline. Every line of the letter should answer that reason, not a different one.
Open with a one-line summary. Start with the order number, date, amount and a single sentence such as: The customer received the order on 3 March, confirmed by carrier tracking, and did not contact us before disputing. This tells the reviewer your position before the detail.
Write a short timeline. List each event with its date: order placed, payment authorised, shipped, delivered or accessed, any customer messages, and the dispute date. Use the timestamps from your own records exactly as they appear.
Tie every claim to a file. After each fact, name the file that proves it, such as Exhibit 2: carrier tracking page showing delivery. Name your files to match, so the reviewer can find each one.
Quote the policy the customer agreed to. If refunds, cancellations or shipping times matter, quote the relevant sentence of your policy and show where the customer saw it, such as a checkout screenshot or the order confirmation email.
Answer the customer's specific complaint. If the customer said the item never arrived, address delivery. If they said it was not as described, compare the listing text and photos with what you shipped. Do not argue points the customer did not raise.
Keep the tone neutral and short. Avoid opinions about the customer, capital letters and long backstories. One page of facts plus exhibits is enough for most disputes.

Common mistakes that weaken a rebuttal

Answering the wrong reason code, such as sending delivery proof for a fraud claim without showing the cardholder placed the order
Sending a generic template that does not mention the order details
Referring to evidence that is not attached
Missing the deadline, which usually means the dispute is decided against you by default
Editing screenshots or records: send them as they are

When a done-for-you pack helps

A done-for-you pack helps when the deadline is close, the reason code is unfamiliar, or you have many files and are unsure which ones matter. For merchants, we write a rebuttal for your dispute's reason code, an evidence index linking each point to a named file, paste-ready text sized for your processor's form, a list of any missing evidence, and a plain note on weak spots so you can decide whether to respond or accept. You submit it yourself.

US$49 all-in, one-time.
No subscription and no extra fees. Delivered by email within 12 hours of your order. Price is per dispute, with no percentage of the disputed amount.
See the Chargeback Evidence Pack · US$49

Questions

How long should a chargeback rebuttal letter be?

Usually one page is enough. The reviewer needs the reason code, a one-line summary of your position, a dated timeline and a list of exhibits. Long letters with background stories or complaints about the customer make the key facts harder to find. Put the detail in the evidence files and keep the letter as the map that points to them.

Can I use the same rebuttal letter for every chargeback?

You can reuse the structure, but not the content. Each reason code needs different evidence, and the letter has to mention the specific order, dates and customer claim. A generic letter that does not match the dispute gives the reviewer little reason to side with you. Keep a template for the layout and rewrite the facts for each case.

Should I mention that the customer is lying?

No. Stick to facts the reviewer can check, such as delivery confirmation, IP address matches or the customer's own messages. Describe what the records show and let the evidence make the point. Accusations without proof read as emotional and do not help the issuer assess the claim.

Sources

Checked 2026-10-26. Policies change, so read the current version before you act.

Contact

Email james@bucket3.ai. We reply within one business day.
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