Call (844) NO-DISPUTESResponse Template for "Mobile/Digital Wallet Dispute"
Chargeback Response
Re: Mobile/Digital Wallet Dispute - Case #Case Number
Dear Recipient,
We are responding to the chargeback dated Chargeback Date for the transaction amount of $Transaction Amount processed on Transaction Date.
Transaction Details:
- Merchant Name: Merchant Name
- Transaction ID: Transaction ID
- Digital Wallet Type: Wallet Type
- Last 4 Digits of Device Account Number: Device Account Last 4
- Authorization Code: Authorization Code
Transaction Verification:
This transaction was legitimately authorized through the customer's Authentication Method on their mobile device. The payment was successfully processed through our Payment Processor with all required security protocols.
Evidence Provided:
- The transaction was authorized with a valid cryptogram unique to the customer's device
- IP Address of transaction: IP Address
- Device ID/Fingerprint matched previous successful transactions
- Delivery Status
Additional Evidence Details (Optional)
Customer History:
The cardholder has made Number of Previous Transactions previous successful transactions with our business without dispute. This transaction follows the same pattern and authentication methods as their established purchasing history.
Additional Customer History Information (Optional)
We have attached the following supporting documentation:
- Transaction receipt showing digital wallet payment
- Primary Evidence
- Authentication and authorization logs
Additional Supporting Documents (Optional)
Based on the evidence provided, we respectfully request that this chargeback be reversed as the transaction was properly authorized through the customer's secure digital wallet and all goods/services were delivered as agreed.
Additional Comments or Explanations (Optional)
Sincerely,
Your Name
Your Title
Company Name
Direct Phone Number (Optional)
Email Address (Optional)
Mobile wallet transactions have become a major part of how customers pay in stores these days. We’re talking about more than 40% of all contactless payments. The problem is that a lot of merchants have a hard time when customers dispute these transactions. What usually happens is that customers completely forget they approved a payment through their phone or smartwatch and then they file an “unauthorized transaction” claim with their bank. Even worse, some cardholders honestly have no idea how their mobile wallet shows up on their credit card statement.
When they see “Apple Pay” or some random device account number instead of your actual business name, it creates all kinds of confusion and this confusion usually turns into a chargeback even though the payment was legitimate.
Banks usually treat these transactions as high-risk and it doesn’t make much sense with all the extra security features built into mobile wallets. Not responding well to these disputes will lead to problems before long – account reviews, increased reserve requirements, or higher processing fees are all on the table. But merchants who know how to show the built-in authentication methods that mobile wallets have these merchants see dispute reversal rates that are as much as 60% higher than merchants who just treat these transactions like any other card payment. The best strategy is to show the bank that these payment methods have much better security than traditional cards ever could.
A template for mobile wallet disputes makes all the difference because it helps you point out the security elements that banks want to see. The template walks you through adding all the device data that actually proves the legitimate cardholder was the one who approved the payment. Templates are also great for keeping your entire team on the same page – everybody knows they need to document the exact authentication method that was used and they know to include all the device account details each time. This sort of consistency matters when you’re handling multiple disputes from the same customer or when you’re trying to build your merchant credibility with the partner banks over time.
This particular template has been designed for all the technical needs you have when you’re handling mobile wallet transactions. It includes dedicated fields for cryptogram data, device fingerprints and authentication methods. The whole structure is set up to show those stronger security features that make mobile wallet fraud almost impossible unless a thief has physical possession of the actual device.