A chargeback rebuttal letter is your side of the story, sent through your payment provider's dispute form before the deadline. Match the proof to the reason the customer gave, say plainly what happened, and attach the evidence. Stripe and Shopify both say you usually have 7 to 21 days. If you miss the date, you lose.
| Reason the customer gave | What the letter must show |
|---|---|
| Fraudulent or unrecognised | The order was placed and delivered as ordered, with order data and tracking |
| Product not received | It was delivered to the address on the order, with tracking and messages |
| Product unacceptable (not as described) | What was promised and what was sent, with the listing, photos and policy |
13 letters and lines you can copy
Eight letters, one for each reason a bank gives, then the lines you reuse in every letter. Each letter is four to eight lines. Nobody can promise you a win: the bank decides. Replace every [BRACKET] with a real fact.
Jump to: Fraud, not received, duplicateMore reasonsLines to reuse in every letterBefore you send
- Fraudulent: the buyer says they did not orderSubject: Response to dispute for order [NUMBER]This is our response to the dispute for order [NUMBER] of [DATE] for [AMOUNT]. The order was placed on [DATE] at [TIME] by [NAME ON ORDER], with the billing address [ADDRESS]. It was sent to [SHIPPING ADDRESS] by [CARRIER], tracking [NUMBER], and delivered on [DATE]. [ADD IF TRUE: The same email address has ordered from us before, on [DATE].] Attached: the order record, the tracking page and the delivery proof. We ask that the dispute is decided in our favour.
- Unrecognised: the buyer does not know the name on the statementSubject: Response to dispute for order [NUMBER]The charge of [AMOUNT] on [DATE] is from [SHOP NAME], which appears on statements as [STATEMENT NAME]. The customer bought [ITEMS] on our website on [DATE]. Our order confirmation went to [EMAIL] and is attached, with the delivery record. We ask that the dispute is decided in our favour.
- Duplicate: charged twice for one orderSubject: Response to dispute for order [NUMBER]The customer was charged [AMOUNT] twice on [DATE]. [PICK ONE: These are two separate orders, [NUMBER] for [ITEMS] and [NUMBER] for [ITEMS], and both were delivered. / The second charge was a mistake and we refunded it on [DATE], refund reference [NUMBER].] Attached: both order records, and either the two delivery records or the refund receipt.
More examples, by situation
More reasons
- Subscription cancelled: the dates tell the storySubject: Response to dispute for order [NUMBER]The customer started a subscription on [DATE] and accepted the terms at checkout. [ADD IF TRUE: Our cancellation page is at [ADDRESS].] Our records show no cancellation before the charge of [AMOUNT] on [DATE]. [PICK ONE: They cancelled on [DATE], after the charge, and we stopped billing on [DATE]. / They have not cancelled.] Attached: the sign-up record, the terms shown, and the billing history.
- Product not received: the delivery proofSubject: Response to dispute for order [NUMBER]The order was posted to [ADDRESS ON ORDER], the address the customer gave at checkout. [CARRIER] tracking [NUMBER] shows delivery on [DATE] at [TIME]. [ADD IF TRUE: Delivery was signed for by [NAME].] Attached: the order, the tracking page and our messages with the customer.
- Not as described: the listing against the itemSubject: Response to dispute for order [NUMBER]The customer says the item was not as described. The listing at the time of the order said: [WHAT THE LISTING SAID]. The item sent was [WHAT YOU SENT], as shown in the photos we took before posting. [ADD IF TRUE: The listing and our return policy were shown at checkout, and the customer did not ask for a return.] Attached: the listing, the photos and our policy.
- Credit not processed: the refund trailSubject: Response to dispute for order [NUMBER][PICK ONE: We refunded [AMOUNT] on [DATE], refund reference [NUMBER]. The bank may show it later than we sent it. / No refund is due. Our return policy, attached, says [WHAT IT SAYS], and the item was [NOT RETURNED / RETURNED AFTER [NUMBER] DAYS].]
- General or other: a plain accountSubject: Response to dispute for order [NUMBER]On [DATE] the customer ordered [ITEMS] for [AMOUNT]. We shipped on [DATE]. It was delivered on [DATE]. The customer's last message to us was on [DATE] and said [WHAT IT SAID]. We have attached the order, tracking and messages. We ask that the dispute is decided in our favour.
Lines to reuse in every letter
- The opening linesThis is our response to the dispute for order [NUMBER] of [DATE] for [AMOUNT]. The customer is [NAME]. They claim [WHAT THE DISPUTE SAYS]. Our account is below.
- The timeline in three linesOrdered: [DATE, TIME]. Shipped: [DATE], tracking [NUMBER]. Delivered: [DATE, TIME], to [ADDRESS].
- The list of attachmentsAttached: 1. Order confirmation. 2. Tracking and delivery record. 3. Messages with the customer. 4. [OTHER PROOF THAT EXISTS].
- The closing lineWe have set out what happened and attached our records. We ask that the dispute is decided in our favour. Thank you for your time.
Before you send
- A one-minute check1. The letter matches the reason the customer gave. 2. Every date and amount matches the order. 3. No refund has already gone for the same charge. 4. Every attachment opens. 5. It goes in before the deadline on the dispute.
Download these examples
The same text as this page, in one file, with the gaps ready to fill in.
What to avoid
- Promising or hinting at a win. Nobody can: the bank decides.
- Inventing proof or dates. Every item you attach must exist.
- Accusing the customer of fraud without evidence.
- Writing about the customer's rights or the bank's duties. Stick to what happened.
- Refunding and fighting the same charge. Check which one you want before you act.
Official pages. Rules differ by country. Not legal advice: check the rules that apply to you.
- Shopify Help Center: Resolving a chargeback or inquiry. It says: "The deadline is typically 7 to 21 days after the chargeback is filed." and "After a chargeback decision is made by the bank, that decision is final." Read 5 October 2026.
- Stripe Docs: Respond to disputes. It says you have "a limited window to respond (usually 7 to 21 days, depending on the card network)" and "If you don't respond before the deadline, you automatically lose the dispute". Read 5 October 2026.
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Want the letters written for you?
The kit costs $5, once. It has a letter for each reason and the evidence list.
Chargeback Response Kit for Shopify: fill-in letters for each dispute reason
What you give it: Your order details and what the customer claimed.
What you get: Six fill-in response letters, one for each reason a bank gives, with the evidence to send and worked examples. Fill them in and send them before the deadline.
One price, no subscription.
What is a chargeback rebuttal letter?
It is your written answer to a chargeback, sent through your payment provider's dispute form. It explains what happened and lists the proof you attach.
How do I write a chargeback response?
Open with the order number, date and amount. Say what the customer claims. Give a three-line timeline. List your attachments. End with what you ask the reviewer to do.
Is there a template for each reason?
Yes. The eight letters on this page cover fraud, unrecognised, duplicate, subscription cancelled, not received, not as described, credit not processed and general.
How long do I have to send a chargeback letter?
Shopify says typically 7 to 21 days after the chargeback is filed. Stripe says usually 7 to 21 days, depending on the card network. The date on your dispute is the one that counts.
Questions people ask
What do I do with the [BRACKETS]?
Replace each one with a real fact. If you cannot, delete the line. Never leave a bracket in what you send.
How do I write a chargeback dispute letter?
Keep it short and in order: who the customer is and what they ordered, what they claim, what happened, the proof you attach, and what you ask for. The letters above show the layout.
What is a chargeback letter?
It is the written answer you submit in your payment provider's dispute form. It is not a letter you post to the customer.
How long do I have to respond?
Shopify says the deadline is typically 7 to 21 days after the chargeback is filed. Stripe says usually 7 to 21 days, depending on the card network, and that you lose automatically if you miss it. Read the date on your own dispute.
Can I win a chargeback dispute?
The card network or your payment provider decides, not you. What helps is the right proof for the reason given, sent in time, in a form a reviewer can read in a minute. Shopify says that once the bank decides, the decision is final.
More
Sources
- Resolving a chargeback or inquiry, read 5 October 2026
- Respond to disputes, read 5 October 2026