Tom-Chris Emewulu
Chief Disputes Analyst

I’m yet to meet any e-commerce entrepreneur that loves the uphill journey of fighting fraudulent chargebacks.

It’s a time-consuming process with only 22% chances of success (56 percent average of fraud-related chargebacks disputed multiplied by 40% average win rate).

Yet, there are insider secrets that could swing the odds of success to your camp when aptly applied.

By and large, your success or failure in countering fraudulent chargebacks depends on your:

  1. Absolute adherence to the representment procedures
  2. Gathering substantial evidence to make a compelling argument.

Those two indices make or mar your prospects. And for this article, I want to share with you templates you can easily copy and paste in responding to the toughest chargeback reason codes. They'll help to increase your chances of winning the toughest chargeback disputes. Feel free to adapt them as you see fit.

Chargeback response template for Physical Goods Not Received chargeback

Order not received fraudulent chargeback is represented with the following reason codes:

AMEX - C08 Goods/Services Not Received or Only Partially Received

Discover - RG Non-Receipt of Goods, Services, or Cash h

MasterCard - 4855 Goods or Services Not Provided

Visa - 13.1 Merchandise/ Services Not Received

Before your representment, try contacting the customer and get a firsthand understanding of the issue. You could also email them the order tracking number as that communication will be a crucial part of your documentation in fighting the fraudulent chargeback.

Important documentation to include in your representment:

  • Order details (don’t add any personally identifiable information)
  • Order shipment information, inclusive of delivery confirmation and tracking number
  • Relevant customer communication

How to write a dispute letter to the bank:

Your Subject Line: TRN #XYZ, CHG-BK CODE: XXX X
The Content of Your Email:
To whom it may concern,
We have carefully reviewed TRN XYZ and would like to contest chargeback [add chargeback number] for $[add dollar amount] with the reason code: “Order Not Received.”
{Exhibit A}: [Include the customer's name] made the transaction on [add date] with a credit card ending in [add the last four digits of the payment card].
{Exhibit B}: We delivered the cardholder's package to their stated address on [add order delivery date] through [add the shipping carrier] with the tracking number XXXXXX.
{Exhibit C}: We tried to resolve the cardholder’s issue on [add date] by contacting them directly with the order tracking details, which showed the package's arrival. Evident in the document, they did not respond to multiple contact attempts, as you can see from the attached.
We ask that you please review the attached documents invalidating the cardholder's claim that the product was not received and find this dispute in our favor.
If you have any questions or need any further details, please reply directly to this email.
Sincerely,
[Add your details]

Chargeback response template for Digital Goods Not Received chargeback

This category of fraudulent chargeback is represented with the following reason codes:

AMEX - C08 Goods/Services Not Received or Only Partially Received

Discover - RG Non-Receipt of Goods, Services, or Cash

MasterCard - 4855 Goods or Services Not Provided

Visa - 13.1 Merchandise/ Services Not Received

Winning Digital Goods Not Received chargeback can be tricky because there is no trackability option. However, there are some measures to mitigate that challenge. Before fighting the chargeback, contact the cardholder by email and share with them a screenshot showing the digital good was claimed. That documentation will be crucial in helping you win the fraudulent chargeback.

Necessary documentation to include in your representment:

  • Order details (don’t add any personally identifiable information)
  • Email confirmation and redemption code
  • The date of redemption, computer logs and timestamps
  • Relevant customer communication

How to write a dispute letter to the bank:

Your Subject Line: TRN #XYZ, CHG-BK CODE: XXX X
The Content of Your Email:
To whom it may concern,
We have carefully reviewed TRN XYZ and would like to contest chargeback [add chargeback number] for $[add dollar amount] with the reason code: “Merchandise Not Received.”
{Exhibit A}: [Include the customer's name] made the transaction on [add date] with a credit card ending in [add the last four digits of the payment card].
{Exhibit B}: We delivered the order confirmation and redemption code to the email address the cardholder provided at the point of the transaction on [add date].
{Exhibit C}: The cardholder redeemed the digital good they purchased on [add date] at [add time].
{Exhibit D}: We tried to resolve the cardholder’s issue on [add date] by contacting them directly with the redemption details showing that the digital goods had been claimed.
We ask that you please review the attached documents invalidating the cardholder's claim that the digital goods were not received and find this dispute in our favor.
If you have any questions or need any further details, please reply directly to this email.
Sincerely,
[Add your details]

Chargeback response template for Product or Services Not as Described chargeback

This category of fraudulent chargebacks is represented with the following reason codes:

AMEX - C31 Goods/Services Not As Described

Discover - RM Cardholder Disputes Quality of Goods or Services

Visa - 13.3 Not as Described or Defective Merchandise/ Services

Product not as described dispute make up 15% of all fraudulent chargebacks. Before fighting the chargeback, contact the cardholder by email and ask them to give you details of how the product or service they received differs significantly from what you have on your website. That will form part of your compelling evidence for overturning the chargeback.

Necessary documentation to include in your representment:

  • Order shipping details, including delivery confirmation and order tracking number
  • Your order refund policy as shown on your website
  • Relevant customer communication
  • detailed product details (multi-dimensional pictures, description, and URL)

How to write a dispute letter to the bank:

Your Subject Line: TRN #XYZ, CHG-BK CODE: XXX X
The Content of Your Email:
To whom it may concern,
We have carefully reviewed TRN XYZ and would like to contest chargeback [add chargeback number] for $[add dollar amount] with the reason code: “Merchandise Not Received.”
{Exhibit A}: We delivered the package to the address issued by the cardholder at the point of the transaction on [add date] via [add the shipping carrier] with the tracking number XXXXXX.
{Exhibit B}: Per our refund policy, "[add your binding refund policy]." The cardholder agreed to that policy at the point of check out on [add date].
{Exhibit C}: We tried to resolve the cardholder’s issue on [add date] by ascertaining the specific variation between the product they received and what they ordered. And as you can see from the email thread (Exhibit D), the cardholder's description of the item: “xxxxxxxxx” is indistinguishable from the photos and the product description on our website.
We ask that you please review the attached documents invalidating the cardholder's claim that the product was not received and find this dispute in our favor.
If you have any questions or need any further details, please reply directly to this email.
Sincerely,
[Add your details]

Chargeback response template for Unauthorized Transaction chargeback

This category of fraudulent chargebacks is represented with the following reason codes:

AMEX - F29 Card Not Present

Discover - UA02 Fraud – Card Not Present Transaction

MasterCard - 4863 Cardholder Does Not Recognize - Potential Fraud

Visa - 10.4 Fraud – Card-Absent Environment

Transaction unauthorized make up 30% of all chargeback reason codes. The win rate for this particular reason code is extremely slim because they generally refer to fraud issues. MasterCard and Visa will rule in favor of the cardholder automatically if they truly fell prey to fraud.

With that in the note, it would be best to contact the cardholder first before fighting the chargeback. Send the cardholder an email and share the tracking details of the item you shipped. That communication will serve as a valuable piece of evidence to help you win the chargeback.

Necessary documentation to include in your representment:

  • Order details (don’t add any personally identifiable information)
  • Order confirmation email
  • The order shipping details, including the delivery confirmation and tracking number
  • Relevant customer communication

How to write a dispute letter to the bank:

Your Subject Line: TRN #XYZ, CHG-BK CODE: XXX X
The Content of Your Email:
To whom it may concern,
We have carefully reviewed TRN XYZ and would like to contest chargeback [add chargeback number] for $[add dollar amount] with the reason code: "transaction not recognized" or "unauthorized transaction."
{Exhibit A}: [Include the customer's name] made the transaction on [add date] with a credit card ending in [add the last four digits of the payment card].
{Exhibit B}: A few minutes following the order request, at [add time] on [add date] to be precise, our office sent an order confirmation to the email address the cardholder issued at the point of the purchase.
{Exhibit C}: We delivered the cardholder's package to their stated address on [add order delivery date] through [add the shipping carrier] with the tracking number XXXXXX.
{Exhibit D}: We tried to resolve the cardholder’s issue on [add date] by contacting them directly with the order tracking details, which showed the package's arrival. As shown in the documents, they confirmed that the order's shipping address is their address.
In light of this compelling evidence, we ask that you please review the attached documents invalidating the cardholder's claim that the product was not received and find this dispute in our favor.
If you have any questions or need any further details, please reply directly to this email.
Sincerely,
[Add your details]

Now, I must tell you, using automated chargeback management for your e-commerce store saves you an ungodly amount of time and resources, especially in these times of elevated chargeback cases.

Automated chargeback management gives you flexibility and control over the entire process. Instead of doing the painful labor manually or onboarding multiple programs to fully manage different assets, chargeback automation gives you a single program that uses high-end fraud protection to eliminate the impact of chargeback on your store.

Average Dispute Amount
Average Dispute Amount
$
30
# Disputes Per Month
# Disputes Per Month
#
50
Time Spent Per Dispute
Time Spent Per Dispute
M
20
calculation
You could recover
$500,000 and save
1,000 hours every month with Chargeflow!
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