Win Chargebacks as a Merchant or Seller with These Tips

Within this workflow, there are a few important things to note because they can impact your win rates.

Invalid disputes happen.
There are procedures and technologies in place to help filter out certain types of invalid chargebacks (or chargebacks that issuers file incorrectly). Some examples include chargebacks that are filed after the deadline, chargebacks that don’t use the correct reason code, chargebacks that don’t contain the required supporting documents, etc.

However, the review process isn’t perfect, and many invalid chargebacks make it through these filters.

Don’t assume that every chargeback you receive is legitimate. Mistakes can happen. If you receive a chargeback that is invalid because it doesn’t adhere to the card brand’s regulations, you can fight it — and it should be easy to win.

  You need to make your response easy to review.
The acquirer reviews all chargeback responses, and only certain cases are forwarded on to the issuer for decisioning. If your case doesn’t advance, you can’t win.

It is essential that you make it easy to review your response and forward it to the issuer.

• Adhere to your acquirer’s submission preferences.
• Send the response in the appropriate file type (.doc, .pdf, etc.).
• Use the required submission method (email, fax, etc.).
• Make it easy to scan your rebuttal letter and identify the most compelling pieces of information.
• Include all required documents and evidence.

To win a chargeback dispute as a merchant, you must have evidence that is compelling enough to persuade the cardholder’s bank to reevaluate the case.

Depending on the reason for the chargeback, your evidence needs to prove you:

• verified the identity of the shopper
• processed the transaction correctly
• described the merchandise or service accurately
• delivered the item as promised

Since every customer experience is different, your chargeback response should likewise be unique. This means that you can’t use the exact same pieces of compelling evidence for all disputes and expect to win. You have to choose the information that will be most compelling in the given situation.

Generally, the evidence you send will depend on what the customer purchased: a physical good, a digital good, or a service.

• A screenshot of the product description or a copy of the sales receipt
• A copy of your return policy
• Delivery confirmation and/or shipment tracking information
• An in-store pickup form with the cardholder’s signature
• Photographs or emails that prove the cardholder is in possession of the merchandise

• A written description of the digital goods that were purchased
• Usage logs such as login dates and download activity
• The shopper’s IP address and the device’s geographical location at the date and time of purchase
• Proof your digital platform asks for login credentials after a set period of inactivity

• A written description of the services provided
• A contract or work order signed by the cardholder
• Proof a ticket or boarding pass was scanned at the gate
• Proof the cardholder made additional purchases tied to the original transaction (seat upgrade, extra baggage, on-board purchases, room service, etc.)