Chargeback Evidence and Rebuttal: The Importance of Debunking the Cardholder’s Claim 

When you process payments with Sertifi, you’re backed by our team of experts with over 85 years of collective experience. This includes access to our completely free chargeback rebuttal service, in which we help SertifiPay customers fight cardholder’s false chargeback claims and win back your hard-earned revenue.  

“It’s amazing what cardholders think they can get away with,” said Jennifer Ferrell, Sertifi’s enterprise payments consultant. “People in hospitality work incredibly hard and do not deserve to be denied payment, especially when they have delivered the services outlined in a signed contract to a T and then some. What’s equally amazing is what can be done to combat these false narratives. Chargebacks happen quite often, but there are ways to prepare for their claim and your victory.” 

The two things needed? Evidence and a good rebuttal letter. 

“Many merchants don’t realize they need to provide evidence and write a rebuttal letter to the card issuer stating why they should win the chargeback,” shared Jennifer. “One or the other by itself is not enough. For merchants, the deck is automatically stacked against them because card issuers don’t want to upset their customer, aka the cardholder. Merchants need to make sure that they can debunk the cardholder’s claims before and after the chargeback takes place.” 

Never A Dull Moment: Combatting the High and Mighty Fraudster 

Along with Jennifer, our payments team handles all kinds of chargeback cases daily. To give you an idea, we put together a guide detailing some of the “wilder” cases that have come across our teams’ desk. You’ll get a taste of what lengths some cardholders are willing to go to along with the ins and outs of each case, including: 

• The cardholder’s POV 

• The dispute at hand 

• The resolution for each case and how much was saved (we’re talking five figures) 

• The evidence submitted by the Sertifi team to combat the dispute (they don’t even see us coming) 

• What can be learned from the case (while these are wild stories, they are still real and can happen to you, too) 

On the edge of your seat? You can check out our new chargeback dispute guide here.