A chargeback response, also known as representment, is the documentation a merchant submits as evidence to challenge an invalid dispute. The following are some examples of invalid chargebacks that can be fought:

• Chargebacks filed outside the card network time limits
• Chargebacks that appear to be friendly fraud
• Chargebacks that have already been refunded

The documents required for a chargeback response vary by reason code. Examples of supporting documents include receipts or signed contracts, delivery confirmation, positive AVS and CVV response codes, communications with customers, and more. A successful chargeback response also includes a cover letter explaining the case, the evidence provided, and why the chargeback should be reversed.

The response format and submission deadline is defined by your acquiring bank. Most responses need to be submitted within 2-20 days of the chargeback date.

A complete, well-organized response increases the chance of winning the chargeback and recovering revenue. An incomplete or late response can result in an irreversible loss and negative ROI.

Submitting a strong response requires preparation and timely action. AltoPay provides technology to collect and submit evidence based on dispute reason codes, helping you meet network requirements and improve win rates. Using AltoPay’s real-time data to review outcomes can also help identify weak points in your process. A proactive approach to chargeback defense saves revenue with the highest ROI possible.