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Response Template for "Fraud – Lost/Stolen"

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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.

This chargeback has been filed under the reason code for Fraud - Lost/Stolen. We respectfully dispute this claim and provide the following evidence that this was a legitimate transaction authorized by the cardholder:

Transaction Details:

Order Number: Order Number

Transaction Date/Time: Transaction Date and Time

Authorization Code: Authorization Code

AVS Response: AVS Response

CVV Response: CVV Response

Evidence of Legitimate Transaction:

The transaction was processed as Transaction Type

Shipping Address: Shipping Address

Billing Address: Billing Address

IP Address: Customer IP Address

Customer Email: Customer Email

Additional Supporting Evidence:

3D Secure Status

Previous successful transactions from this customer: Previous Transaction History

Delivery confirmation: Delivery Status

Tracking Number (if applicable) (Optional)

Additional Evidence or Notes (Optional)

Based on the evidence provided, we maintain that this transaction was properly authorized and fulfilled. We request that this chargeback be reversed and the funds be returned to our merchant account.

Sincerely,

Your Name

Your Title

Company Name

Contact Phone Number

Contact Email

Effective Date: August 12, 2025

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The chargeback response templates and related materials provided by Fightdisputes.com are offered solely for informational and educational purposes. These templates are generic examples and may not be suitable for your specific situation.

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Merchants who win these chargeback fights versus the ones who lose usually share one trait – better documentation.

Poorly taking care of lost or stolen card disputes means that you’ll come up short every time. Merchants who put together evidence packages win about 32% of these cases – it’s a decent number given the uphill battle you have to fight. Losing money on that transaction is the beginning though – every lost chargeback dings your merchant reputation score and each loss makes your risk profile look worse and over time this causes watchlist programs and higher processing fees or even account termination. Documentation also helps you see patterns where customers “lose” their cards right after making expensive purchases.

A template for lost or stolen fraud replies helps to make sure that you never forget any evidence that could swing the outcome your way. Templates talk about how to list delivery confirmations, IP address matches and customer communication records in the exact format that card networks expect. Templates also keep everyone on your team in sync, so each person taking care of disputes presents evidence just as well whether they’re tackling their first chargeback or their thousandth. Templates help you hit tight response deadlines without scrambling to remember what paperwork each card company wants.

This lost or stolen fraud template takes on the tough job of showing that the cardholder actually did authorize the transaction even though they say otherwise.