Representment is the process of contesting an invalid chargeback with supporting documentation including proof of delivery, transaction logs, signed contracts, prior usage history, or other forms of evidence. It’s your opportunity to “re-present” the transaction for the issuer’s consideration and argue that the original charge was valid.

Some examples of invalid chargebacks that can be fought with representment include:

• Chargebacks initiated after the card network’s due date
• Chargebacks that are “friendly” fraud
• Chargebacks on transactions that have already been refunded

The representment process is regulated by the card networks (Mastercard, Visa, etc.), including timelines and document requirements for each reason code.

• Timelines: Cardholders usually have to initiate a chargeback within 60-120 days of the transaction date. Once the chargeback is issued, you usually have 2-20 days to respond.
• Documents: Requirements vary by reason code. For example, representments for chargebacks with fraud related reason codes would need evidence that prove the cardholder was the person conducting the transaction. That might include positive response codes for CVV, AVS, and/or 3DS2. Representments for chargebacks related to customer disputes would require evidence that show the cardholder knew what they were getting. That might include product pages, a copy of your terms and conditions, email confirmation emails, etc. Regardless of the reason code, a quality representment package will include a cover letter that explains your case, your evidence, and your formal request (to overturn the chargeback).

Representments are submitted to your acquirer, who reviews each case and forwards them on to the applicable issuer. The issuer determines the final verdict.

If your case is compelling and submitted on time, you’ll win and recover the revenue that the chargeback revoked. If your argument is not compelling or submitted after the deadline, you’ll lose the representment and revenue is gone forever.

Winning a representment requires timely action and relevant documentation. AltoPay’s technology guides you through this process by aligning your evidence with reason codes and network rules. Reviewing your past representments with our real-time data helps identify weak points in policy, fulfillment, or communication. The AltoPay support team can help refine your strategy and turn more disputes into recoverable revenue.