How to write a chargeback rebuttal letter that gets read
A good rebuttal is short, follows the reason code, and points to each piece of proof by name. It does not argue or blame the customer.
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Find the reason code in the dispute notice. The code decides what proof counts.
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Answer only that reason. A 13.1 "not received" letter is about delivery, not about your refund policy.
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Name every attachment, in the same order you attach it.
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Keep it to one or two pages. Facts, dates and amounts, nothing else.
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Send it before the due date in your processor dashboard, which is often earlier than the bank's own deadline.
For the meaning of each code, see our chargeback reason codes library.
Chargeback rebuttal letter example you can copy
Replace each of the fields in brackets with your own details. Keep the paragraph order.
[Your company legal name]
[Your business address]
[Support email] and [support phone]
[Date]
To the dispute team at [issuing bank name, if known], via [processor name]
Re. Dispute [dispute or case ID], transaction of [amount and currency] on [transaction date], card ending [last four digits], reason code [network and code]
Dear dispute analyst,
We are writing to contest the dispute above. The transaction was authorized by the cardholder, the [product or service] was provided as described, and the cardholder did not ask us for a refund or cancellation before filing this dispute. We ask that the dispute be reversed in our favor.
On [order date] the cardholder [cardholder name] placed order [order number] at [website or store] for [product or service description], for a total of [amount]. The order was placed from IP address [IP address] located in [city and country], which matches the billing address on file. The payment passed [3DS result] and returned AVS result [AVS result] and CVC result [CVC result].
[Reason code paragraph, chosen from the variants below]
Before purchase, the cardholder accepted our [terms of service and refund policy] on [date and time], as shown in the attached checkout record. Our policy states that [one sentence summary of the relevant policy]. We have no record of any contact from the cardholder about this order before the dispute, as shown in the attached communication log. [Or, if there was contact: The cardholder contacted us on [date] and we replied on [date] with [offer or answer], with no further reply.]
We attach the following evidence.
- 1 Order record and invoice for order [order number]
- 2 Payment details with 3DS, AVS and CVC results
- 3 [Delivery tracking, login history or usage log]
- 4 Terms of service and refund policy as accepted at checkout, with timestamp
- 5 Communication log with the cardholder
Based on this evidence, we ask the issuer to reverse the dispute. Please contact us at [support email] if you need anything more.
Sincerely,
[Your name]
[Your title], [Your company name]
Rebuttal paragraph by reason code
Swap the field "Reason code paragraph" in the letter for the variant that matches your dispute notice. Each variant names the proof that the reason code asks for.
Visa 10.4 fraud, card absent
The cardholder claims they did not authorize this transaction. Our records show the same card was used for [number] earlier undisputed purchases on [dates], from the same [IP address, device ID, shipping address or user account ID]. After the disputed purchase, the cardholder's account [account ID] logged in on [dates] from the same device and used the [product or service]. These facts show the purchase was made by the cardholder. [If the transaction qualifies for Visa Compelling Evidence 3.0, add: We submit this transaction under Visa Compelling Evidence 3.0, with two prior qualifying transactions attached.]
Visa 13.1 merchandise or services not received
The cardholder claims the order did not arrive. The order shipped on [ship date] with [carrier], tracking number [tracking number], to the address the cardholder entered at checkout, [shipping address]. The carrier confirms delivery on [delivery date] at [time], as shown in the attached tracking record. [For digital goods: The cardholder received access on [date] and downloaded or used the product on [dates], as shown in the attached access log.]
Visa 13.2 canceled recurring transaction
The cardholder claims they canceled the subscription. The cardholder signed up on [signup date] and accepted terms stating that the plan renews every [period] until canceled in the account page. We have no cancellation request before the disputed charge on [charge date]. We sent a renewal reminder on [date] to [customer email], and the account was used on [dates] after the charge, as shown in the attached usage log.
Visa 13.3 not as described or defective
The cardholder claims the product was not as described. The product page at the time of purchase described it as [key description], as shown in the attached page copy. The cardholder did not contact us about any problem before filing the dispute and did not return the item under our return policy, which allows returns within [number] days. [If they did contact you: We offered a [replacement or return] on [date], and the cardholder did not accept.]
Visa 13.7 canceled merchandise or services
The cardholder claims they canceled the order. Our records show no cancellation request before the order [shipped or was provided] on [date]. Our cancellation policy, accepted at checkout, states that [policy summary]. [If they did cancel: The cancellation on [date] came after the order shipped, and the cardholder did not return the item as our policy requires.]
Mastercard 4853 cardholder dispute
The cardholder claims a problem with the goods or services. The [product or service] was delivered on [date] and matches the description at the time of purchase. The cardholder did not contact us to resolve the issue before filing the dispute, and our communication log shows [no contact or the contact and our answer]. We were ready to [refund, replace or support] under our policy, and remain ready to do so if the cardholder contacts us.
Chargeback evidence checklist by reason
Attach what fits your case. The more items from the right column you include, the stronger the letter.
| Reason code | What the bank wants to see | Evidence to attach |
|---|---|---|
| Visa 10.4 fraud, card absent | Proof the cardholder made the purchase | 3DS result, AVS and CVC, IP address and location, device ID, prior undisputed orders, login and usage after purchase |
| Visa 13.1 not received | Proof of delivery or access | Carrier tracking with delivery date, matching shipping address, signature if any, access or download log |
| Visa 13.2 canceled recurring | Proof the plan was active and not canceled | Signup date, accepted renewal terms, renewal reminder, no cancellation record, usage after the charge |
| Visa 13.3 not as described | Proof the item matched its description | Product page copy, photos, return policy, communication log, no return received |
| Visa 13.7 canceled merchandise or services | Proof cancellation was late or not made | Cancellation policy as accepted, order and ship dates, communication log |
| Mastercard 4853 cardholder dispute | Proof of delivery and good faith | Delivery or usage proof, product description, communication log, refund policy |
Common mistakes that lose winnable disputes
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Sending a general letter that ignores the reason code
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Attaching screenshots with no dates, order numbers or card details
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Arguing with the cardholder or using an angry tone
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Missing the processor due date by a day
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Refunding after the dispute opens, which can lead to paying twice
If many of your disputes are "unrecognized" or "canceled", the fix is upstream. Read our chargeback fraud prevention guide for descriptor and cancellation flow changes.
Let NoChargeback draft your letter for your exact reason code
NoChargeback connects to Stripe, Shopify and other processors and fills the letter with real order, payment, delivery and usage data. It writes the paragraph for the exact reason code, builds the evidence pack, and shows a win chance before you submit.
Try it on one dispute. Enter the reason code, network, amount and product type, or upload the dispute notice as a PDF. You get the evidence checklist, the win chance and the first paragraph of the letter right away, and the full letter for that dispute after you create your account. For Visa 10.4, our Compelling Evidence 3.0 guide explains how prior orders can shift liability.
What should a chargeback rebuttal letter include?
It should include the dispute ID, amount, date and reason code, a short summary of the order, a paragraph that answers the reason code directly, and a numbered list of attached evidence. Keep it to one or two pages.
Is one letter template enough for every reason code?
No. The main structure can stay the same, but the key paragraph and the evidence must change with the reason code. A fraud claim needs proof of who bought, while a not received claim needs proof of delivery.
How long do I have to send my rebuttal?
Your processor sets a due date for each dispute, often 7 to 21 days after it opens, depending on the processor and network. NoChargeback shows a countdown per dispute and, on Growth and up, submits evidence automatically 48 hours before the due date.
Can I use this template for Mastercard and Amex disputes?
Yes. The letter structure works for Visa, Mastercard, Amex and Discover. Use the Mastercard 4853 paragraph for Mastercard cardholder disputes, and match the evidence to the reason code in your notice.
Does a good letter guarantee I win?
No. The issuer decides each case. A clear letter with the right evidence gives you the best chance the reason code allows, and NoChargeback shows an estimated win chance before you submit.