This article is not provided as a substitute for any legal advice from an attorney and solely constitutes general information. Guesty assumes no responsibility or liability for any errors or omissions in the content of this article.
1. Review Chargeback
2. Compile Dispute Package
- Identify yourself:
- Merchant account number and name.
- Make sure the number assigned to the chargeback is correct.
- The transaction/chargeback amount.
- The consumer/card number (45123xxxxxx4001) that was used for the transaction.
- Make sure you are responding to the accurate reason code for the chargeback.
- Make sure you are responding to the specific chargeback with its unique ARN number (Acquirer Reference Number)
- Keep it simple:
- Be concise in your dispute letter.
- Your letter should be no more than one page in length.
- Make it clear that the cardholder's claim is false.
- Explain why the transaction was valid.
- Keep your sentences short.
- Incorporate bullet points.
- Use active verbs.
- Use clear structure.
- Reiterate what you want, which is to reverse the dispute.
- Make it specific to the chargeback reason code:
- Rebuttals should be customized to every case/situation.
- Avoid using templates.
- The reason code pinpoints why the client is disputing the sale. Use it to pinpoint or counter the chargeback claim/reason.
- Do not provide additional information or documents that do not pertain to the reason code.
- List all attached documents:
- Always attach compelling evidence. For example, this can be evidence that the customer is satisfied with the purchase, the quality of the items or services was acceptable, the purchase was made by an authorized member of the cardholder's household.
- Always save a copy of the dispute package before sending a response.
- Always recap and make sure that all documents listed are in fact provided.
Example of a Dispute Letter
- ID verification was completed.
- The credit card was confirmed.
- Reservation was approved.
- Copy Invoice (page 2)
- Copy signed receipt (page 2)
- Transaction Response screenshot (page 3)
- Enter the case ID/dispute (chargeback) number, case (chargeback) amount, the email address that was used for GuestyPay registration, and click Upload File as seen in the image below.
The case ID number will be sent in the chargeback notification letter to the email address that was used for GuestyPay registration. You can also find it in your GuestyPay reports. Click here for more information.
2. Select and upload the Dispute Package, including all the supporting documents as seen in the image below:
3. You will receive the issuing bank’s decision within 30 business days after submitting the dispute package. If the bank decides that the cardholder's chargeback claim is invalid, you win the dispute and the disputed amount will be reversed to your processing account.