Call (844) NO-DISPUTESResponse Template for "Subscription Cancellation Dispute"
Chargeback Response
Dear Card Network Dispute Team,
We are responding to the chargeback filed for transaction ID Transaction ID dated Transaction Date in the amount of Transaction Amount.
Customer Information:
- Cardholder Name: Cardholder Name
- Customer Email: Customer Email
- Subscription Start Date: Subscription Start Date
- Cancellation Request Date: Cancellation Status
Subscription Details:
- Service Name: Service/Product Name
- Billing Cycle: Billing Frequency
- Terms Accepted: Terms Acceptance
Our Response:
The customer Service Usage during the billing period in question. Our records show Cancellation Policy Compliance.
Our cancellation policy clearly states that Cancellation Policy Summary. This policy was Policy Visibility.
Evidence Provided:
- Evidence Type 1
- Evidence Type 2
- Evidence Type 3
Additional Evidence Description (Optional)
Based on the evidence provided, we respectfully request that this chargeback be reversed as the transaction was legitimate and our cancellation policies were properly followed.
Additional Comments (Optional)
Sincerely,
Your Name
Your Title
Company Name
Subscription business owners already know that failed payments and disputes can seriously hurt their revenue numbers. Statistics on this are brutal – subscription businesses lose about 28% of their recurring revenue to these problems.
Cancellation-related chargebacks are usually the most preventable (yet somehow also the most harmful) type you’ll run into.
These disputes usually happen because customers claim they canceled their subscription but somehow kept being charged month after month, or they’ll say that they completely forgot about their free trial automatically converting to a paid plan, or they’ll insist they never authorized any recurring billing arrangement in the first place. You probably have all your documentation organized perfectly – transparent terms of service, simple cancellation procedures and email confirmations for each interaction – yet customers will completely bypass your support team and go directly to their bank to file a dispute instead and it’s frustrating.
Poorly handled subscription disputes damage you well past losing that single payment. Once a customer successfully wins a chargeback against you, the problems don’t stop there – they can go back and dispute previous months as well and you’ll lose six months or more of that customer’s entire lifetime value in just one sweep. Your chargeback win rates start to decline and this damages your merchant reputation score while leading to higher processing fees. Your payment processor may ask you to leave more money tied up in reserves too. These disputes can completely undermine your legitimate recurring billing operations and becomes the most harmful aspect. Payment processors start viewing your entire subscription model as riskier territory, so you’ll have a much harder time processing legitimate recurring payments for all your other customers.
A well-designed template completely changes the way you manage these disputes. You can present your case in a methodical way that shows professional business practices, rather than rushing to pull together evidence at the last minute. Templates help you capture all the essential timestamps you’ll need – the first customer signup date, when they acknowledged your trial terms, any failed cancellation attempts they made and the usage data during the periods they’re disputing. They also help you present your cancellation policy and customer communications in the right sequence and this demonstrates to reviewers that you run a legitimate business with fair practices. Your entire team uses uniform template formats, so your responses stay consistent and credible with the reviewers who review multiple cases from your business over time.
This template covers the particular evidence laws that subscription disputes demand and these are very different from standard one-time transaction disputes. Dedicated sections cover trial-to-paid conversion notifications, customer acknowledgments of your cancellation policy and comprehensive usage logs that prove continued service access after the dates customers claim they canceled – evidence types that are relevant for recurring billing businesses and don’t actually apply to basic product return disputes.
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