Call (844) NO-DISPUTESResponse Template for "Cash Back Not Received"
Chargeback Response
Dear Issuing Bank,
We are responding to the chargeback filed for transaction Transaction ID dated Transaction Date in the amount of Transaction Amount with cash back amount of Cash Back Amount Requested.
Cardholder Information:
- Cardholder Name: Cardholder Name
- Card Number (Last 4 Digits): Last 4 Digits
Transaction Details:
- Terminal ID: Terminal ID
- Authorization Code: Authorization Code
- Transaction Type: Transaction Type
Evidence Summary:
Our records clearly indicate that the cash back amount of Cash Back Amount Requested was successfully dispensed during this transaction. The following evidence supports this:
- The transaction was authorized for the full amount including cash back
- The POS terminal recorded successful cash dispensation
- The cash drawer balanced correctly at end of shift
- Cash Verification Method
Supporting Documentation Provided:
- Signed transaction receipt showing cash back amount
- POS terminal transaction log
- End-of-day reconciliation report
Additional Evidence Description (Optional)
Store Policy:
Our cash back policy requires customers to verify the cash amount before leaving the counter. The receipt clearly shows the cash back amount was included in the total transaction.
Additional Comments or Clarifications (Optional)
Based on the evidence provided, we respectfully request that this chargeback be reversed as the cash back was successfully provided to the cardholder.
Sincerely,
Your Name
Your Title
Business Name
Contact Phone Number
Cash back disputes are probably some of the worst chargebacks you’ll ever face as a retailer, mainly because they really test the trust between you and your customers. When a cardholder claims that they never received cash back that shows up on their receipt, what they mean is that a staff member at your store kept their money. These disputes always seem to pop up during your busiest times when the cashiers are working quickly and making mistakes, and all it takes is one camera that missed the right angle or a receipt that is hard to read to cost you the whole transaction amount, along with the extra fees.
Whether you win or lose these disputes depends on how strong your paperwork is. Without the right evidence, you’re going to lose both the cost of whatever they bought and the cash amount – so you end up paying twice for the same transaction. Poor handling of these cases also hits your team’s morale hard, particularly when employees who did everything right still look like they stole something. Most businesses win only about 20% of cash-back disputes when their paperwork is shaky. But stores that assemble strong evidence packages can win 65% or more of these cases.
A solid template for cash-back disputes makes sure you don’t leave out important evidence like your POS logs, drawer reconciliation reports, or the authorization codes that show the full amount went through. It also standardizes your response process so any team member can build a strong reply without putting all the work on managers when the store is hectic. The best part is that templates talk about placing your evidence in the order that banks expect, so you won’t lose a case just because the paperwork was messy.
This template includes dropdown fields for different cash-verification methods and transaction types. PIN debit, signature debit, and credit transactions each call for their own set of evidence. The built-in prompts for your end-of-day reconciliation reports address the biggest weak point in defending cash-back cases – showing that your drawer is balanced once the disputed cash is handed out.