Call (844) NO-DISPUTESResponse Template for "Merchandise Defective/Not Working"
Chargeback Response
Case Reference: Case Reference Number
Transaction Date: Transaction Date
Transaction Amount: $Transaction Amount
Cardholder Name: Cardholder Name
Last 4 Digits of Card: Last 4 Card Digits
Response to Chargeback Claim:
We respectfully dispute this chargeback claim of defective/non-working merchandise. The Product/Service Name provided to the customer was Product Condition and thoroughly Quality Check Process.
Supporting Evidence:
- Order Details: Order #Order Number was placed on Order Date and Fulfillment Status.
- Product Condition: The item was Pre-Shipment Status before shipment.
- Delivery Confirmation: Delivery Method shows successful delivery on Delivery Date.
Additional Evidence Point (Optional)
Customer Communication:
Customer Contact. Communication Details (Optional)
Return/Warranty Policy:
Our Policy Type clearly states that Policy Summary. The customer Policy Acknowledgment. Additional Policy Information (Optional)
Resolution Attempt:
Resolution Offered. Resolution Details (Optional)
Conclusion:
Based on the evidence provided, we maintain that the merchandise was Final Statement. We request that this chargeback be reversed and the funds be returned to our merchant account. Additional Closing Statement (Optional)
Submitted by:
Your Name
Your Title
Company Name
Date of Submission
Defective merchandise chargebacks are a serious problem for retailers these days. The numbers are staggering at over $31 billion lost every year. Each dispute takes an average of 21 days until you see any resolution. These particular chargebacks are especially tough because you’re certain you shipped a quality product that was in perfect condition. The customer files a claim that the item arrived damaged or doesn’t work and then you’re out of the merchandise and the payment. At the same time, your quality control records show that everything was fine when it left your warehouse.
Merchants who don’t have their documentation in order lose 72% of defective merchandise disputes and that’s a poor win rate by any standard. But merchants with strong, complete evidence win as many as 64% of these cases. The best strategy is to have the right proof ready. Card networks have certain standards for what they want to see and you need to present your quality control process in just the format that they expect.
A solid dispute template for defective merchandise claims helps you collect the evidence that matters and it includes the details that most merchants usually forget when they write manual responses. The template reminds you to include your pre-shipment testing procedures and quality checks, which are the types of evidence that make a difference to the reviewers. It also keeps everyone on your team aligned so every response meets the same standards no matter who handles the case. The way you organize your evidence makes a big difference too! Photos, inspection reports and customer emails need to be arranged in a certain order that makes sense to the person who reviews your case.
The template I’m sharing here is built specifically for defective merchandise claims and it includes the right fields for your pre-shipment testing documentation and quality control processes. It covers warranty terms and shows how you tried to resolve the issue with the customer. It ultimately proves that you care about customer satisfaction and that you are defending your business. Every section has been carefully designed to cover what card networks actually look for in these disputes.