Chargeback Response Checklist

Before you start

Chargebacks run on bank and card-scheme timetables, not yours, so move quickly. Find the chargeback notification, note the reason code and the response deadline, and pull the full record of the transaction. The reason code tells you what you need to prove — fraud, "goods not received", or a quality dispute each call for different evidence.

• Read the notification and record the reason code and deadline.
• Locate the order, the authorisation, and proof of fulfilment.
• Check your merchant agreement for the response steps your provider requires.
• Decide whether the chargeback is worth defending given the amount and evidence.

This is general information only and not legal advice. Card-scheme rules and timeframes change — confirm the current requirements with your payment provider.

Build your evidence pack

1. Assemble proof of authorisation: the transaction record, billing details, and any 3-D Secure result.
2. Add proof of delivery or service: tracking, signatures, access logs or completion sign-offs.
3. Include the customer's agreement to your terms, refund policy, and any communications.
4. For a subscription, show the sign-up, the billing schedule, and cancellation terms.
5. Write a short, plain cover note that ties each document to the reason code.

Disputes are decided on documents, not argument. A tidy pack that maps directly to the reason code is far more persuasive than a pile of unsorted screenshots.

Submit and reconcile

1. Lodge your response through your provider's portal before the deadline.
2. Keep a copy of everything you submitted and the confirmation of lodgement.
3. Record the disputed amount and any fee as a separate ledger entry.
4. Watch for the outcome and, if you win, confirm the funds are returned.
5. If you lose, decide whether the customer relationship or amount warrants further recovery.

Even a successful defence usually carries a fee, so reconcile carefully. If you lose the chargeback but believe the debt is genuine, you may still have separate recovery options worth weighing.

Common mistakes

• Missing the response deadline, which usually forfeits the dispute automatically.
• Sending evidence that does not address the specific reason code.
• Submitting disorganised screenshots with no explanation of what they show.
• Forgetting to reconcile the chargeback fee as well as the disputed amount.
• Not tightening checkout, delivery proof, or refund policy to prevent repeats.

If chargebacks keep eroding your revenue, a free debt appraisal can help you assess which losses are worth pursuing further.