General Chargeback Rebuttal Suggestions:
When rebutting a chargeback, include the first page of the chargeback documentation and check the box next to “please check here if you disagree with the cardholder’s claim…”.
If there are additional pages included in the chargeback documentation you received, you do not need to send those back with your response.
Always write/type the case number in the upper right corner of every page of documentation you send back with your response.
Each chargeback has a reason code associated with it (not as described, fraud, cancelled, etc.) and you want your rebuttal to be tailored to address the requirements of that particular reason.
The chargeback documentation you receive includes some information about what you can provide to fight the chargeback.
Because chargeback clerks initially process your rebuttal documentation, we recommend that your response be brief, targeted to the chargeback type, and tied to any supporting documents you provide.
To that end, we find that using a timeline format can be helpful to keep the explanation concise and easy to follow.
If you do provide supporting documentation, we suggest labeling it (Exhibit A, Exhibit B, for example) so you can clearly tie it to your explanation.
Documentation that is generally helpful to include is folio information showing the guest’s name, address, dates of payment, reservation dates, home reserved, etc.
From there, the documentation you provide should be targeted to the chargeback type.