Subject: Chargeback Rebuttal – Transaction ID [Your Transaction ID] – Order [Your Order Number] – Reason: Unauthorized
Dear Chargeback Resolution Team,
We are writing to formally dispute the chargeback filed for Transaction ID [Your Transaction ID] (Order Number: [Your Order Number]) for $[Amount] on [Date of Transaction]. The reason provided is “Unauthorized Transaction.”
We contend that this transaction was legitimately authorized by the cardholder. Our position is supported by the following compelling evidence:
- Successful Payment Authentication:
- The transaction successfully passed the Address Verification System (AVS) check with a [Specify AVS Result – e.g., Full Match (Y), Partial Match (A), Not Supported (U), No Match (N)] result. (See Document A: Payment Gateway Transaction Details)
- The Card Verification Value (CVV) provided matched the code on file with the issuing bank. (See Document A: Payment Gateway Transaction Details)
- [Choose ONE of the following if applicable, otherwise omit this point]:
- (If 3D Secure was used and passed): The transaction was successfully authenticated via 3D Secure (e.g., Visa Secure / Mastercard Identity Check), confirming the cardholder’s identity directly with their bank. (See Document B: 3D Secure Authentication Result)
- (If 3D Secure was attempted but not completed/failed): 3D Secure authentication was attempted for this transaction. (Mention the result if known, see Document B)
- (If 3D Secure was not used): [Omit this specific point, rely on AVS/CVV and other factors]
- Customer Account and Order Information:
- The order was placed using the email address [Customer’s Email Address]. [Optional: Add if true:] This email address is associated with a customer account holding a history of [Number] previous undisputed orders with us. (See Document C: Customer Account History/Order Details)
- The IP address used to place the order was [Customer’s IP Address], which geolocates to [City, State/Country]. This location is consistent with [Choose one: the cardholder’s billing address / previous order locations]. (See Document D: Order IP Geolocation Data)
- Digital Product Delivery Confirmation:
- The digital product associated with this order was successfully delivered electronically to the verified customer email address [Customer’s Email Address] on November 4th, [Year] at 2:29 PM HST. Our automated fulfillment system logs confirm successful transmission and delivery. (See Document E: Fulfillment & Delivery Log / Email Confirmation Screenshot)
- [Optional but STRONG if available] Proof of Product Access/Usage:
- Our records indicate that the digital product was accessed/downloaded/utilized by the user associated with email [Customer’s Email Address] on [Date(s) and Time(s) of Access] from IP address [IP Address(es) used for access, if available]. (See Document F: User Access/Download Logs)
- Customer Communication [Optional – Use if it supports your case]:
- We attempted to contact the customer at [Customer’s Email Address] on [Date] regarding this order to offer assistance [or state reason for contact], but did not receive a response within 48 hours. (See Document G: Customer Communication Attempt) (Note: While lack of response isn’t strong proof alone, including it shows due diligence).
Conclusion:
Given the successful AVS and CVV validation [Add: “and 3D Secure authentication” if applicable], consistency in customer information (email, IP address) [Add: “and previous order history” if applicable], confirmed electronic delivery, and [Add: “evidence of product access” if applicable], we strongly believe this transaction was authorized by the legitimate cardholder.
We request that you review the attached documentation thoroughly and reverse this chargeback accordingly.
Sincerely,
[Your Name/Company Name] [Your Contact Information]