Complete Chargeback Response Playbook
A step-by-step guide to responding to chargebacks effectively. Follow this process for every dispute to maximise your win rate.
Step 1: Act fast
Most payment providers give you 7–21 days to respond. Missing the deadline means an automatic loss. Set calendar reminders for 48 hours and 24 hours before the deadline.
Step 2: Gather evidence
Collect order confirmation, fulfilment proof (tracking + delivery), refund policy, terms of service, and any customer communication. Screenshot everything.
Step 3: Build your response
Write a clear, fact-based response (300–500 words). Reference tracking numbers, delivery dates, and policy acceptance. Attach PDFs of all evidence.
Step 4: Submit and track
Submit via your payment provider's dashboard. Keep a record of submission date and case number. Banks typically respond in 60–90 days.
Key points
- Respond within 7 days of notification (most banks give 7–21 days)
- Gather evidence: order confirmation, tracking, delivery proof, policies
- Include screenshots from carrier showing delivery status
- Reference your refund policy and show customer accepted it at checkout
- Keep response concise (300–500 words maximum)
- Attach all supporting documents as PDFs
- For Stripe: submit via dashboard; for Shopify Payments: via admin panel
- Track deadline and set 48h + 24h reminders
- After submission, monitor outcome (typically 60–90 days)
- If you win, document what worked; if you lose, analyse why