Call (844) NO-DISPUTESResponse Template for "Transaction Not Recognized"
Chargeback Response
Dear Card Network Dispute Team,
We are responding to the chargeback filed for transaction Transaction ID dated Transaction Date in the amount of Transaction Amount for reason code Reason Code - Transaction Not Recognized.
We have thoroughly investigated this dispute and respectfully disagree with the chargeback. The transaction was properly authorized and processed according to all applicable card network regulations.
Transaction Details:
- Cardholder Name: Cardholder Name
- Card Number (Last 4): Last 4 Digits
- Authorization Code: Authorization Code
- AVS Response: AVS Response
- CVV Response: CVV Response
Evidence of Valid Transaction:
- The transaction was completed from IP address Customer IP Address located in IP Location
- Order was placed on Order Date at Order Time
- Product/Service Type to the cardholder's verified address
- Delivery confirmation number: Tracking/Confirmation Number
- Delivered to: Delivery Address
- Delivery date: Delivery Date
Customer Account History:
- Account created on: Account Creation Date
- Number of previous successful transactions: Previous Transaction Count
- Customer contacted us Prior Contact regarding this order
Additional Security Measures:
- 3D Secure Status
- Customer logged in using Authentication Method
Additional Security Notes (Optional)
Based on the evidence provided, we request that this chargeback be reversed as the transaction was legitimate, properly authorized, and the Fulfillment Status as agreed.
We have attached all supporting documentation including authorization logs, delivery confirmation, and customer communication records for your review.
Thank you for your consideration.
Company Representative Name
Company Name
Contact Email
Contact Phone
When customers dispute a charge by saying “I don’t remember this transaction,” it ends up being the second biggest headache for merchants – and it accounts for almost 28% of all chargeback disputes you deal with.
Holiday shopping makes this problem even worse because shoppers buy so many items that they can’t keep track of what they purchased and where. Sometimes the merchant name on their statement doesn’t match the real store name and creates confusion. What makes this especially frustrating is that roughly half of these customers actually did place the order but just forgot about it – as the other half are treating this as a quick way to get their money back when they change their mind about what they bought.
Dealing with these disputes the wrong way means you’re almost certain to lose – and it means that you’ll lose the original transaction amount and get hit with chargeback fees anywhere from $20 to $100. Most merchants only win about 20% of these cases when they don’t show enough evidence to back up their side of the story. But documenting everything the right way and presenting a strong case lets you win 65% or more of these disputes. The bigger problem comes when you get too many chargebacks in total because your payment processor will start watching each transaction you process. When you hit that 1% chargeback rate they’ll shut down your merchant account and you can’t accept credit cards anymore.
A solid template changes everything about how you fight these disputes and it helps you in 3 main ways. First it makes sure you remember to include all of the evidence you need – everything from basic authorization codes to more advanced details like device fingerprinting and behavioral analytics that can show the customer actually placed the order. Second everyone on your team will deal with disputes in the same way so you won’t have situations where a teammate forgets to include important information just because they’re new or having a busy day. Third you’ll be able to respond to disputes in just a few minutes instead of spending hours trying to work out what to say and your replies will be better because you’re leaning on a system that already works.
What makes this particular template different is that it adjusts to whatever type of business you’re running – whether you sell physical products that get shipped out or online downloads or services like consulting. There are dropdown menus that are built right in for different card networks like Visa and Mastercard so you’ll automatically meet their exact requirements without having to research what each one wants. The customer history section is especially helpful because it shows buying patterns that make it obvious when a customer is lying about not recognizing a legitimate order.