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Response Template for "Counterfeit Merchandise Claim"

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Chargeback Response

Dear Recipient,

RE: Chargeback Response - Transaction ID: Transaction ID
Cardholder Name: Cardholder Name
Transaction Date: Transaction Date
Transaction Amount: Transaction Amount

We are responding to the chargeback claim alleging counterfeit merchandise for the above-referenced transaction. We strongly dispute this claim and maintain that all merchandise sold by Company Name is 100% authentic and legitimate.

Transaction Details

Order Number: Order Number
Product(s) Purchased: Product Description
Payment Method: Payment Method
Shipping Address Verified: AVS Match

Evidence of Authenticity
Our merchandise is sourced directly from Source Type. We maintain strict quality control measures and authentication processes for all inventory.

All products undergo Verification Process before shipping
We maintain Documentation
Our business holds Credentials

Order Fulfillment Evidence

Shipping Carrier: Shipping Carrier
Tracking Number: Tracking Number
Delivery Confirmation: Delivery Status
Delivery Date: Delivery Date

Customer Communication
Customer Contact. Our customer service team is available to address any product concerns, and we maintain a clear return policy for all purchases. Additional Customer Communication Details (Optional)

Supporting Documentation Attached

Proof of delivery/shipping confirmation
Original invoice and order confirmation
Product authenticity documentation
Additional Evidence

Based on the evidence provided, we request that this chargeback be reversed. The merchandise sold was genuine, properly described, and delivered as confirmed by tracking records. The cardholder received exactly what was ordered, and no evidence has been provided to support the counterfeit claim. Additional Comments (Optional)

We remain committed to selling only authentic products and stand behind every item we sell. Should you require any additional information or documentation, please contact us immediately.

Sincerely,

Your Name
Your Title
Company Name
Contact Email
Contact Phone

Effective Date: August 12, 2025

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Counterfeit merchandise chargebacks are out of control and the numbers are pretty shocking. We’re talking about a 230% increase since 2019, and legitimate retailers are losing billions of dollars every year to these claims. What bothers me is that you’re running a legitimate business with authentic products and somehow you still have to waste your time to prove your integrity against claims that have zero merit. It doesn’t matter whether you sell luxury items, electronics or branded apparel either. More and more customers keep filing counterfeit disputes and they’re not even bothering to return the product or show any proof that something’s fake. Usually it’s just buyer’s remorse or they found it cheaper somewhere else after they already bought from you. Every single counterfeit claim that goes through is going to hurt your merchant reputation score and it can cause all sorts of problems like higher processing fees or restrictions on your account. The statistics are pretty brutal too. Without the right paperwork ready to go, you’re probably going to lose about 72% of your counterfeit disputes. However, merchants who know how to present their strong evidence properly can overturn as many as 65% of these claims. And we haven’t even talked about the reputation damage yet. Once a customer posts online that you’re selling “fakes” or leaves a bad review that says your products aren’t authentic, you can kiss years of brand building goodbye! A well-designed professional template that is built specifically for counterfeit claims gives you three important benefits that you can’t get any other way:

The first benefit is compliance accuracy, because each card network has different evidence requirements. Visa wants one set of documents, Mastercard wants something else, and American Express has their own rules too.
The second benefit is legal protection. You’re creating a documented paper trail that shows all your authentication processes and your relationships with suppliers.
The third benefit is probably the most valuable one though. Templates let you respond very fast, and speed matters because you usually only have five to ten days to pull together tons of paperwork. We’re talking certificates of authenticity, supplier invoices, chain of custody records and a whole lot more.

What makes this specific counterfeit merchandise template special is the dropdown menus for different authentication methods and supplier types. The proof you need changes quite a bit based on whether you’re working with authorized distributors, brand partnerships, or direct manufacturing relationships, and the template accounts for all of that. The structured format also makes sure that your strongest evidence goes right up front where it needs to be. At the same time, it keeps the professional tone that’s important when you’re defending your business and its integrity.