Customer Chargeback Response for a Merchant
Draft customer Chargeback Response for a Merchant with an escalation ladder and an evidence checklist.
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Write a response to a card chargeback filed by a customer against my business. Inputs I will provide: processor [PROCESSOR_NAME], case [CASE_NUMBER], customer claim [CUSTOMER_CLAIM], my records [MY_RECORDS], delivery proof [DELIVERY_PROOF]. It should answer the claim with documents in a clear order and be concise. Gather before drafting: the chargeback notice and deadline, the order, delivery proof such as signed tracking, communications with the customer, and my refund policy shown at the time. Remedies that are usually on the table: a ruling in my favour that acknowledges the evidence, or a negotiated partial refund. A typical reply: "The customer says the goods never arrived." Answer with signed proof of delivery and the customer's messages, in the format the bank requires. Their response is pasted as [THEIR_RESPONSE]. For the customer chargeback response for a merchant, break their reply into a table of claims, marking each as supported or unsupported, then write my reply addressing each point in order. Supply the finished letter together with a cover note of roughly 60 words, followed by an escalation ladder for the case where I am ignored (upload evidence, then appeal if allowed), then a proof checklist (order, delivery, communications), and one delivery tip. File the letter online first, since many organizations log portal filings, then keep a copy of every field I entered and note their stated response time. Check my inputs for gaps before any drafting and point out assertions I cannot back up. Compose the letter in the first person as myself, not as any legal professional, and use no made-up titles or licence numbers. State no legal rules or time limits yourself; use [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN], and say plainly that the exact law must be verified with a qualified professional or my local consumer agency. Stay calm, plain and courteous, with no threats beyond lawful steps I name, and use only the deadline I set in [DEADLINE]. Give me a draft, since I am not asking for legal advice, so flag any point that needs expert review.
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See an example result (fictional data)
To: Disputes Team Case 7710-C, 129.00. The buyer says the item never arrived. The carrier shows delivery on 8 March at 14:12 to the address on the order, signed "J. Doe" (proof attached). I also attach the order, messages and the buyer's login history. I ask you to rule in my favor. Regards, Ruth Tan The delivery photo and the customer's earlier email asking where to leave the parcel are included as items 4 and 5. Cover note: respond before the deadline.
Illustrative only, made-up data. Your results will differ and must be reviewed.