Chargeback Rebuttal Letter Template

What is a rebuttal letter?

A rebuttal letter is the narrative cover document you submit alongside your evidence when contesting a chargeback. It tells the bank reviewer exactly why the dispute should be reversed, guiding them through your evidence in a logical order.

Template structure

Opening paragraph

State the dispute details: order number, transaction date, amount, and the reason code you're addressing. Example: "This letter responds to Chargeback Case #12345 (Visa Reason Code 13.1 — Merchandise/Services Not Received) for Order #1001 dated March 15, 2025, totaling $127.50."

Evidence summary

Walk through each piece of evidence: "Exhibit A: Carrier tracking from UPS (1Z999AA10123456784) shows delivery on March 20, 2025, signed by J. Smith at the billing address. Exhibit B: Customer email dated March 22 confirms receipt and satisfaction."

Conclusion

Request the reversal professionally: "Based on the above evidence, we respectfully request that this chargeback be reversed and the funds returned to our account."

Tips for a compelling letter

• Be concise: One page maximum. Reviewers read hundreds of these.
• Be specific: Cite exhibit labels, dates, and amounts.
• Be professional: No emotional language or accusations.
• Address the reason code: Every sentence should relate to the specific claim.

Reason code variations

For fraud claims (10.x), emphasize AVS/CVV match results and customer purchase history. For "not received" claims (13.1), lead with tracking and delivery proof. For "not as described" claims (13.3), show product page screenshots matching the delivered item.