When a credit card dispute lands in your inbox, the clock starts ticking. You've got a limited window to respond, and one shot to prove that the transaction was valid. Whether it's friendly fraud or a legitimate misunderstanding, how you respond will often make or break the outcome.
Here's a guide on how to help you fight back and win.
Understand the Chargeback Reason Code First
Each credit card dispute comes with a reason code issued by the payment network (Visa, Mastercard, Amex, etc.). This code tells you why the customer is disputing the transaction—whether it's fraud, duplicate billing, product not received, or something else.
Before doing anything else, identify the reason code and check your platform's explanation for it. This gives you the playbook. The evidence you need to submit should directly address this code. Don't guess or copy-paste the same response every time.
Gather Precise, Relevant Evidence
A common mistake merchants make is overloading the bank with too much information, or the wrong kind.
Here's the kind of evidence you should be looking for, depending on the reason:
- Proof of delivery: Shipping confirmation, tracking logs, signed proof of receipt.
- Proof of customer interaction: Emails, chat logs, or support tickets.
- Service usage logs: Login timestamps, downloads, or completed sessions.
- Terms of service agreement: Especially if a refund policy was agreed to at checkout.
- Screenshots of checkout or transaction approval: Helps establish intent.
Make sure your evidence is clean, organized, and labeled clearly. If the bank can't understand it at a glance, they may ignore it.
Tailor Your Rebuttal Letter
Your rebuttal isn't just a formality—it's the narrative that ties your evidence together. A good one does three things:
- States the facts of the transaction clearly.
- Addresses the specific reason for the dispute.
- Highlights the key pieces of evidence that prove your case.
Avoid long-winded explanations or emotional appeals. Stick to the facts, stay professional, and be direct.
Submit on Time (and Through the Right Channel)
Most payment processors give you 7–14 days to respond to a chargeback. Miss the deadline, and you've basically conceded the case.
Use your dispute management portal (like Stripe, Adyen, Shopify, etc.) to submit all your evidence. Double check that every file uploads correctly and nothing is cut off.
If you're working with a third-party platform or chargeback tool, make sure it syncs properly with your payment processor's system.
Avoid Repeated Mistakes
If you keep losing similar disputes, that's a signal. It could be a weak refund policy, vague product descriptions, or unclear billing terms. Some merchants even lose disputes because of poor statement descriptor names on bank statements.
Review every loss. Make improvements in your checkout process, customer communication, and policy visibility.
Keep Records Even After the Dispute
Chargeback monitoring programs from Visa and Mastercard track your chargeback ratios over time. Winning the occasional dispute isn't enough if your volume stays high. Keep all dispute records organized. Use them to spot patterns, improve internal processes, and build stronger cases in the future.
FAQ: Winning Credit Card Disputes as a Merchant
What is the best way to respond to a credit card dispute?
Respond with clear, targeted evidence based on the reason code. Include a short rebuttal that explains what happened, and make sure your documents directly support your case. The more relevant and concise your submission, the better.
How much time do I have to respond to a dispute?
Most processors give you between 7 and 14 days. Check your platform's policy. Missing the deadline means you automatically lose, so act fast.
What if I don't have tracking or delivery proof?
If you offer digital goods or services, provide login logs, usage records, or IP addresses. Anything that shows the customer accessed or used the product can help prove fulfillment.
Can I fight friendly fraud?
Yes. Friendly fraud happens when a customer falsely claims fraud or product issues. If you have evidence like IP logs, email confirmations, or chat history, you can often win the case. But be careful—repeated friendly fraud may signal other problems in your flow.
What if I keep losing the same type of dispute?
It usually means something is broken in your process—maybe your policy isn't visible, your shipping takes too long, or your descriptors are confusing. Fixing the root cause is the only long-term solution.
Tired of Losing the Same Disputes?
You can only win what you understand. Chargeblast helps you get ahead of disputes with tools that identify chargeback patterns, recommend evidence before you respond, and help prevent future chargebacks altogether.
We don't just help you react, we show you how to fix the issues that lead to disputes in the first place.
