Writing a Chargeback Letter to Customer [Free Sample]

When a customer challenges transactions that appear on their bill and submits a request for a chargeback to the credit card company, the merchant service usually handles the request.

Certain rights allow the bank to cancel sales transactions; it may choose to do so on its own initiative or at the cardholder’s request. Customers may request chargebacks for a variety of reasons.

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The most common reasons are:

  • Fraudulent cards
  • Erroneous data submissions
  • Processing errors
  • Fraudulent transactions
  • Duplicate transactions processed
  • Undelivered goods
  • Defective merchandise

Merchant Can Dispute A Chargeback

Depending on the chargeback reason code, the merchant may contest a chargeback. This is known as a representment. The specific reason code specifies a time frame during which a representment must be made.

The bank also needs certain paperwork from the merchant. The merchant will be informed of the necessary documentation and when by the merchant processing provider service.

Process Begins With A Customer Sending A Charge Back Letter

A customer starts the process by writing a chargeback letter to their bank requesting a refund for one of the aforementioned reasons. Once notified of the disputed charges, the bank contacts the merchant processing service.

At this point, the provider of merchant processing may decide if it thinks the disagreement is legitimate. The service provider may ask for a copy of the receipt for the disputed charge in order to make this determination. 

The service provider will take the money out of the merchant’s bank account if it determines that the dispute is legitimate.

On the following regularly scheduled date for fee debit, there will also be a chargeback fee. The merchant processing service contract ought to include this date.

A Chargeback Debit Advice Letter with the necessary instructions will be sent to the merchant by the service.

The merchant will also receive a Chargeback Adjustment Reversal Request form and information on how to contest the chargeback request.

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Dispute The Chargeback?

The merchant has the option to contest the chargeback or not. He or she can just do nothing if they don’t wish to contest it. The consumer will receive their money back from the bank in this scenario, and the matter will be deemed resolved.

However, merchants should be informed that the merchant processing service may cancel their account if they receive chargeback demands totaling more than 2% of their overall processing volume in a 30-day period.

The merchant must send a Chargeback Adjustment Reversal letter within the time window specified in the Chargeback Debit Advice letter if they choose to contest the chargeback request in an effort to have it reversed.

The information and supporting materials needed by the merchant processing service to contest the chargeback request are listed on the form. 

Review The Information

In order to determine whether or not to reverse the chargeback, the merchant processor will examine the data provided by the merchant

The money taken from the merchant’s account will be reimbursed if the merchant processing service decides to reverse the chargeback.

Customers might also attempt to submit a false chargeback request. Merchants must have clear return policies that are communicated to customers in order to prevent this. 

According to the Chargeback Guide, this aids merchants in avoiding accountability for issues that are beyond their control.

Customers might attempt to cancel payments after an item has been dispatched, for instance.

Effective procedures are necessary to prevent chargeback requests that merchants cannot win from being made against them.

To persuade the customer to drop the dispute, the merchant may choose to send the customer a chargeback letter.

A sample chargeback letter to a consumer is shown below. A professional business letter should be used, and it should be sent by certified mail with a return receipt requested.

Sample Chargeback letter To Customer

Your Name
Your Address
City, State, Zip Code


Customer’s Name
Customer’s Address
City, State, Zip Code

RE: Reversal request for chargeback

My merchant provider has notified me that you have asked for a chargeback on the television you bought last month.

Although it has been three weeks and you still have not received your TV, I am aware that you may be frustrated. However, I want to reassure you that it will arrive within the next five days.

Due to the holiday season and the model’s extraordinary popularity, it has been challenging for our business to obtain the necessary quantity of units. But now that the issue has been resolved, your TV is headed for your home.

If the chargeback were approved, it would be very hard for my business, so I’m pleading with you to think again before submitting your request.

I appreciate you giving this issue your attention. If I can be of any additional assistance, don’t be hesitant to get in touch with me.


Your Signature
Your Printed Name

Frequently Asked Questions (FAQs)

Q: What is a chargeback letter to customer?

Answer: A chargeback letter to customer is a written communication sent by a business or merchant to a customer who has initiated a chargeback on their credit card or payment transaction. The letter is typically used to explain the merchant’s position and dispute the chargeback, providing detailed information and evidence to support their case.

Q: Why would a business send a chargeback letter to customer?

Answer: A business may send a chargeback letter to customer to dispute a chargeback and provide additional information or evidence to support their case. By sending the letter, the business aims to explain their side of the story and convince the customer, the credit card issuer, or the payment processor to reverse the chargeback and restore the funds to the merchant’s account.

Q: What should be included in a chargeback letter to customer?

Answer: A chargeback letter to customer should include several key elements. Firstly, it should clearly state the purpose of the letter, which is to address the chargeback dispute. The letter should provide details about the transaction in question, such as the date, amount, and description of the purchase. 

Additionally, the letter should explain why the merchant disagrees with the chargeback and provide any evidence or documentation to support their position. It’s important to maintain a professional tone and ensure the letter is easy to understand.

Q: How should a chargeback letter to customer be formatted?

Answer: A chargeback letter to customer should follow a professional and clear format. It should include a header with the merchant’s information, such as name, address, and contact details. The letter should begin with a polite salutation, followed by a concise and clear introduction explaining the purpose of the letter. 

The body of the letter should provide detailed information about the transaction and the reasons for disputing the chargeback. It’s recommended to use bullet points or numbered lists to present evidence or documentation clearly. Finally, the letter should conclude with a polite closing and the merchant’s contact information for any further communication.

Q: How can a chargeback letter to customer be effective?

Answer: To make a chargeback letter to customer effective, it’s crucial to be concise, professional, and persuasive. Clearly state the reasons for disputing the chargeback and provide any supporting evidence, such as transaction records, receipts, or correspondence with the customer. 

Use a polite and respectful tone throughout the letter and avoid making accusatory or confrontational statements. Focus on the facts and present a logical argument to counter the customer’s claim. Additionally, ensure that the letter is sent promptly, as time is often a critical factor in resolving chargeback disputes.

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