Sertifi Chargeback Rebuttal and Compelling Evidence Guide


To dispute a chargeback, hoteliers have the option to submit a rebuttal, in which you submit evidence to your bank that proves the transaction was approved by the cardholder and completed properly. Crafting the right response and compiling the right evidence is critical in winning your case.

RECORDED WEBINAR

Tips for Preparing Your Chargeback Rebuttal and Winning Your Case

With 85+ collective years of experience, bringing insights from Elavon, U.S. Bank, and more, our payments team has seen it all. Hear from the experts, Jennifer Ferrell and Dave Jenkins, tips to reduce chargebacks and prep for disputes if one arises.

They also share examples of disputes they've managed and won on behalf of SertifiPay customers.

Download the Slides

What should I include in my chargeback rebuttal letter?

It's crucial to present a clear, concise, and well-documented case to support your position. Here’s a structured outline of what to include:

1. Header

Include details that help the reader match your response to the chargeback:

  • Dispute Name
  • VROL Case Number
  • Customer Name
  • Card Number Used (Last 4 Digits Only)
  • Amount Being Disputed

2. Introduction
  • Purpose of the Letter: State that the letter is a rebuttal to the chargeback dispute.
  • Brief Overview: Provide a brief summary of the chargeback claim and your position.

3. Details of the Transaction
  • Include the exact date and amount of the transaction(s).
  • Include how payment terms were communicated to the customer, e.g., you linked them to your terms and services.
  • Include how the transaction(s) was tied to a contract.

4. Evidence Supporting Your Case
  • Signatures: Include a copy of the signed contract.
  • Transaction Details: Attach transaction receipts or invoices showing the charge(s).
  • Communication Records: Provide copies of any correspondence with the customer, including emails or chat logs.
  • Return or Cancellation Policy: Include a copy of your return or cancellation policy.

5. Conclusion
  • Summary: Recap the key points of your rebuttal.
  • Request: Politely request that the chargeback be reversed based on the evidence provided.
  • Mention that you would have been willing to work with the
    customer directly if given the opportunity.

6. Attachments
  • List and attach all supporting documents that back up your rebuttal.

7. Professional Tone
  • Maintain a professional and respectful tone throughout the letter.

Download Our Rebuttal Letter Example

What counts as "compelling evidence” in a chargeback response?

You’ll want to provide any proof of transaction legitimacy and that the guest (cardholder) was aware of what they were being charged for. This includes:

  1. A copy of the transaction receipt or order form.
  2. Copies of communications made with the guest who filed the chargeback.
  3. Evidence that proves the transaction was approved and authorized by the guest, e.g., a signed document that describes the product or service being purchased.
  4. Proof that you have cardholder verification enabled, e.g., 3-D Secure.
  5. A copy of your refund policy (which should also be easy to find on your website and shared with guests before a transaction is made).

Interested in more hands-on support?


When you use SertifiPay, there’s a whole lot more to experience than the process. You unlock our team of experts with a collective 85+ years of payments experience, who directly consult with you to:

  • Identify ways to trim your fees, including hidden costs in your statements.
  • Enable easy tactics to reduce your chargeback risk, such as 3-D Secure cardholder verification, a frictionless way to protect you and your clients.
  • Help you compile evidence and successfully dispute a chargeback if one arises.

Interested in adding SertifiPay? Complete the form to get in touch.

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