Call (844) NO-DISPUTESResponse Template for "Original Credit Transaction Not Accepted"
Chargeback Response
Re: Chargeback Dispute - Original Credit Transaction Not Accepted
Dear Issuing Bank Name,
We are responding to the chargeback filed on Transaction Date for the amount of Transaction Amount with reference number Chargeback Reference Number.
We respectfully dispute this chargeback as the credit transaction in question was Credit Reason and was properly processed according to our standard procedures.
Credit Transaction Details:
- Original Purchase Date: Original Purchase Date
- Original Purchase Amount: Original Purchase Amount
- Credit Issue Date: Credit Issue Date
- Credit Amount: Credit Amount
- Credit Authorization Code: Credit Authorization Code
Additional Transaction Details (Optional)
Supporting Evidence:
- The cardholder Customer Action on Customer Contact Date
- Our records show Communication Method confirming the cardholder's awareness and acceptance of this credit
- The credit was processed to the same card used for the original purchase
- All applicable terms and conditions were followed
Additional Supporting Evidence (Optional)
Documentation Provided:
- Copy of original transaction receipt
- Credit/refund receipt showing cardholder notification
- Primary Evidence Type
Additional Documentation (Optional)
Based on the evidence provided, we request that this chargeback be reversed as the credit was legitimately issued and accepted by the cardholder. The cardholder was fully aware of and agreed to this credit transaction.
Should you require any additional information or documentation, please contact us at Contact Phone or Contact Email.
Sincerely,
Your Name
Your Title
Company Name
Additional Contact Information (Optional)
Few situations are more frustrating than situations where you do everything right and still end up in hot water. You process a refund correctly or maybe you issue a credit or you fix a billing error that was your fault. Then the customer turns around and files a chargeback anyway. They claim that they never got the credit or worse – they say they never agreed to accept it in the first place. These “credit not processed” disputes are everywhere now – actually up 23% from last year. Sometimes customers genuinely don’t remember the credit they received. Other times they’re confused about what happened. And yes, occasionally you’ll run into a customer who wants the credit and the chargeback payout too.
Losing one of these cases means you’ve essentially paid the customer twice. You paid them once with that original credit and now you’re paying them again because the chargeback went through. Bad documentation creates all sorts of expensive problems. You get stuck with duplicate refunds that eat into your revenue. Your merchant rating takes a hit which means that you’ll lose processing fee discounts. Customer relationships fall apart when everyone realizes that there was a misunderstanding. But if you document everything properly, you win these disputes about 65% of the time. The best strategy is to prove beyond doubt that the customer knew about the credit and accepted it.
A strong response template changes everything about how you handle these disputes. Instead of scrambling around trying to defend yourself, you can present organized and convincing documentation. The template gives you a timeline that walks reviewers through every step from the original transaction all the way to the credit you issued. Anyone reading it can follow your logic without confusion. The template also makes sure that you include every bit of evidence that matters – authorization codes, emails, message logs and whatever you have that proves that the customer knew what was happening. And when your whole team uses the same template, they learn to document credits correctly from day one. That means you’re building strong cases before disputes even happen.
This particular template was built specifically for the tough job of showing that a customer actually accepted a credit. Standard fraud dispute templates won’t work here because this has nothing in common with fraud. These cases are all about communication and acknowledgment. The customer needs to have known about the credit and agreed to it. The template has dedicated sections for different types of correspondence, places to record any actions the customer took themselves and fields where you can match up transaction information to prove that the credit connects directly to the original transaction.