Chargeback Help Center
Get answers to common questions about responding to chargebacks, required evidence, deadlines, and winning disputes.
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🚀Getting Started
How do I respond to a chargeback from my customer?
To respond to a chargeback, you need to submit a rebuttal letter with compelling evidence to your payment processor within their deadline (which changed in 2025: Visa 9-18 days, Mastercard 30-45 days, PayPal 10 days, Amex 20 days). Our platform generates a complete chargeback dispute packet that includes all required documentation formatted according to your specific processor's guidelines. Simply enter your transaction details, upload your evidence (tracking numbers, receipts, etc.), and we'll create a professional response packet ready for submission.
What documents do I need to win a chargeback dispute?
Required documents vary by reason code but typically include: proof of delivery (tracking with signature), order confirmation emails, customer communication logs, your terms of service showing they agreed to policies, AVS/CVV verification results, and evidence the customer received and used your product/service. For digital products, include download logs or access records. Our system tells you exactly what evidence is required for each specific reason code.
What is a chargeback rebuttal letter?
A chargeback rebuttal letter is a formal document you submit to your payment processor explaining why the chargeback should be reversed in your favor. It presents your evidence and argument proving the transaction was legitimate. The letter must follow specific formatting requirements that vary by processor (Visa, Mastercard, Stripe, PayPal each have different requirements). Our platform automatically generates these letters in the correct format.
⏰Timelines & Deadlines
How long do I have to respond to a chargeback?
Response deadlines changed in 2025 and now vary significantly: Visa requires response within 9 days (US/Canada) or 18 days (other regions), Mastercard gives 30 days (digital/CNP) or 45 days (physical goods), PayPal gives 10 days, Amex gives 20 days, and Stripe gives 7-21 days depending on reason code. These deadlines start from when you receive the chargeback notification, not when the customer filed it. Missing the deadline results in automatic loss of the dispute.
How long do I have to respond to a Visa chargeback?
For Visa chargebacks, as of July 2025 you have just 9 days (US/Canada) or 18 days (other regions) from the notification date to submit your response. This is a significant reduction from the previous 30-day window. The deadline is strictly enforced, and late submissions are automatically rejected. Our platform shows you the exact deadline for your specific Visa reason code.
What happens if I miss the chargeback deadline?
Missing the chargeback response deadline results in automatic loss - you forfeit the disputed amount and typically cannot appeal. You'll also incur chargeback fees ($15-$100) and it counts against your chargeback ratio, which can lead to higher processing fees or account termination if it gets too high. That's why it's critical to respond quickly.
📋Evidence & Proof
How do I prove delivery for a chargeback dispute?
Strong proof of delivery includes: carrier tracking showing "delivered" status to the customer's address, signature confirmation from the recipient, photo evidence of delivery, or for digital products - access logs showing downloads/logins with matching IP address and device data. The evidence must be timestamped and clearly link to the specific transaction being disputed.
Can I win a chargeback if the customer says the item was not received?
Yes, if you have strong proof of delivery. Carrier tracking showing successful delivery to their address, especially with signature confirmation, is typically sufficient to win. For digital products, show access logs proving they downloaded or logged in. Include any customer communication where they acknowledged receipt. The key is providing irrefutable evidence that contradicts their "not received" claim.
What evidence does Stripe require for chargeback response?
Stripe requires different evidence based on the dispute reason: For fraudulent disputes, provide billing/shipping address match, IP address geolocation matching card country, CVV and AVS check results, proof of prior successful transactions, and proof of delivery. For product not received, show tracking with delivery confirmation. For product unacceptable, include product descriptions, return policy, and customer communications. Stripe's dashboard specifies exact requirements for each dispute type.
💰Costs & Pricing
How much does it cost to fight a chargeback?
If you hire a chargeback consultant or lawyer, costs typically range from $200-500 per dispute. Our platform generates professional, bank-ready chargeback response packets for just $29 per packet, saving you hundreds of dollars per dispute. We also offer credit packs: 5 credits for $149 ($29.80 each) or 20 credits for $499 ($24.95 each) for volume discounts.
Is there a free chargeback response template?
While we don't offer completely free templates (since each response must be customized to your specific case and reason code), our $29 per packet pricing is significantly cheaper than the $200-500 consultants charge. Plus, our templates are processor-specific and auto-fill with your transaction data, saving hours of work. You can view a sample packet on our homepage to see the quality before purchasing.
🎯Win Rates & Success
What is the average chargeback win rate?
Merchants who respond to chargebacks with proper evidence win approximately 40-60% of disputes on average. However, win rates vary significantly based on the quality of your evidence and response. Merchants using well-formatted, professional response packets with complete evidence documentation typically see win rates of 70-85%. The key factors are: responding within the deadline, providing all required evidence, and formatting your response according to processor specifications.
How can I improve my chargeback win rate?
To improve your win rate: 1) Respond to every chargeback (many merchants don't respond, automatically losing), 2) Submit responses before the deadline, 3) Provide ALL evidence requested for your specific reason code, 4) Use professional formatting that matches processor requirements, 5) Include clear timestamps and documentation linking evidence to the transaction, 6) Show fraud prevention measures you took (AVS, CVV checks), and 7) Demonstrate the customer received and used the product/service.
📖Specific Scenarios
Customer filed chargeback after receiving product - what do I do?
This is often "friendly fraud" where the customer received the product but claims otherwise. To win: provide tracking showing delivery to their address with signature if available, include their order confirmation email, show any communication where they acknowledged receipt or didn't mention issues, prove they used the product (review they left, support tickets, account activity for digital products), and highlight that they didn't contact you for a refund first. This evidence proves they received it and are being dishonest.
How to respond when customer says they never authorized the purchase?
For unauthorized transaction claims, provide: AVS and CVV verification showing the card details matched, IP geolocation matching the cardholder's location/previous purchases, device fingerprint if you have it, evidence of account login (if they have an account with you), shipping address matching their billing address, and any previous successful transactions. If they have a purchase history with you, that's strong evidence they authorized it. Also check if their card was actually stolen - if not, this is likely friendly fraud.
What if I have multiple chargebacks from the same customer?
Multiple chargebacks from one customer is a major red flag for fraud. Document the pattern across all disputes, show they deliberately made multiple purchases they later disputed, prove they received all products/services, and highlight this abuse pattern to the processor. This type of systematic fraud is taken seriously by payment processors. Consider banning the customer and their card from future purchases. If the pattern shows clear fraud, processors may side with you more readily.
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