Important:
This article provides general information regarding the chargeback representment process and is not a substitute for legal advice. Guesty assumes no liability for errors or omissions in this content.
Chargeback representment is the process of presenting evidence to issuing banks to fight a chargeback. If the evidence is compelling, the bank reverses the chargeback. Merchants typically have 14 to 15 days to dispute a chargeback, but some deadlines are as short as seven days. Submit a dispute as soon as possible to ensure the bank receives it in time.
Review chargeback
Review the chargeback details and the specific reason code. The reason code represents the cardholder's claim, regardless of whether that claim is true. As the merchant, you must prove the cardholder's claim is false. Common reason codes include fraudulent charges, unauthorized transactions, or services not received.
Compile dispute package
The dispute package is the evidence sent to the issuing bank to plead your case. It consists of a dispute letter that summarizes the case and supporting evidence, such as purchase receipts, proof of refund, "Terms & Conditions," and email confirmations.
Follow the instructions below to create an effective dispute package:
Identify the transaction: Include the merchant name, merchant account number, transaction amount, and the accurate reason code.
Provide specific identifiers: Include the unique Acquirer Reference Number (ARN) and the masked card number used for the transaction.
Keep it simple: Limit the dispute letter to one page. Use short sentences, bullet points, and active voice.
Be direct: Clearly state that the cardholder’s claim is false and explain why the transaction is valid. Reiterate that you want to reverse the dispute.
Customize the rebuttal: Avoid using generic templates. Tailor the response to the specific reason code and only provide documents that directly counter that claim.
Verify attachments: List all attached documents and ensure they are included before sending.
Merchant ID: 94080000000000 XYZ INC
Case ID number (Dispute ID): 20220000000
Dispute Total $800.26
To whom it may concern:
We do not accept this chargeback because the client’s claim is false. This is not a fraudulent or unauthorized transaction. On [Date], the cardholder visited our property.
ID verification was completed.
The credit card was confirmed.
The reservation was approved.
This is an invalid chargeback dispute for reason code [Chargeback code] [Chargeback description]. Please see the attached evidence:
Copy of invoice (page 2)
Copy of signed receipt (page 2)
Transaction response screenshot (page 3)
Contact our team at XYZ.INC@GMAIL.COM with any questions about this case.
Kind regards, XYZ INC
Format evidence for the bank
Banks have strict requirements for document uploads. Failure to follow these guidelines may result in a rejected dispute.
File types: Use only PDF, JPEG, or PNG formats.
File size: Ensure the total size of all files is under 4.5MB.
Page count: Keep the combined total under 50 pages.
Legibility: Use a font size of 12 points or larger.
Orientation: Use US Letter or A4 size with portrait orientation. Landscape is only acceptable for screenshots.
Visuals: Use bold text or arrows to highlight key information. Avoid using color highlighters or uploading colored documents.
Screenshots: Crop screenshots to the area of interest and circle key components like signatures or delivery confirmations.
Submit the dispute
Follow the steps below to submit the representment request to the US bank.
Step by step:
Open a representment request to the issuing bank here.
Enter the Case ID, Dispute amount, and the email address used for Guesty Pay registration.
- Select and upload the dispute package, including all the supporting documents.
After submission, the issuing bank typically provides a decision within 30 business days. If the bank finds the claim invalid, the disputed amount is reversed back to your processing account.