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Response Template for "Account Takeover/Identity Theft"

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Chargeback Response

Dear Recipient,

Re: Chargeback Response - Reason Code

Transaction Reference: Transaction ID

Cardholder Name: Cardholder Name

Transaction Date: Transaction Date

Transaction Amount: Transaction Amount

We are responding to the chargeback claim alleging account takeover/identity theft for the above-referenced transaction. After thorough investigation, we have compelling evidence that this was a legitimate transaction authorized by the genuine cardholder.

Transaction Verification Details:

The transaction was initiated from IP address Customer IP Address which matches IP Match Status

Authentication method used: Authentication Type

The shipping address provided matched the Address Match

Customer account was accessed using valid credentials with Number of Successful Login Attempts successful login attempt(s)

Supporting Evidence:

No password reset requests were made Password Reset Timeframe prior to this transaction

The customer's typical purchasing pattern Pattern Match

Device fingerprint matched Device Match

No reports of compromised credentials were received before the transaction date

Additional Security Measures:

Our fraud prevention system scored this transaction as Risk Score based on Number of Risk Factors risk assessment factors. Additional Security Notes (Optional)

Customer Communication:

Order Confirmation Status the registered email address on file. Delivery Confirmation Details (Optional)

Based on the evidence presented, we respectfully request that this chargeback be reversed as the transaction was properly authorized and no account takeover occurred. Additional Comments (Optional)

We have attached the following supporting documentation:

Document 1 Description

Document 2 Description

Additional Documents (Optional)

Please contact us at Contact Email if you require any additional information.

Sincerely,

Your Name

Your Title

Company Name

Effective Date: August 12, 2025

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Account takeover fraud increased by 354% between 2022 and 2023 and now costs businesses more than $11.5 billion a year. Merchants get most frustrated by cases where customers claim their account was “hacked” after they have buyer’s remorse or maybe that their teenager used their login info. You have all the proof you need – IP logs from their usual location, password entries that worked and even two-thing authentication that went through successfully – yet you still have to fight for the money that should be yours.

Bad win rates can trigger review programs that increase your processing fees by 0.5-1% or even prevent you from accepting some types of cards altogether. Your win rate can jump from less than 20% to more than 65% for these account-takeover claims when you write replies that show you had strong authentication. Even better, winning these cases repeatedly sends a message to the professional scammers who deliberately target businesses that don’t fight back.

A template takes all that technical information you have and turns it into something relatable that reviewers can actually follow. You can present your authentication data in just the right order to show that the access was legitimate rather than burying them in server logs and hoping they figure it out. Templates also help you remember the important pieces of evidence like device-fingerprint matches or whether there were any password-reset attempts – information that can completely change the outcome of your case. Best of all they keep your whole team on the same page so you can get replies out in just a few minutes instead of spending hours on each one while still maintaining quality.

This particular template works for the exact problems that you run into with account-takeover disputes, with sections dedicated to online authentication methods, IP location data and patterns of user behavior. It walks you through explaining your technical evidence in plain language that reviewers who aren’t tech-savvy can follow without much effort, rather than relying on a generic fraud template that doesn’t quite fit, and makes an actual difference in whether you’ll get that chargeback reversed.