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Representment

TL;DR
  • Representment = Your formal response to a chargeback with evidence
  • Win rates range from 30-90% depending on reason code and evidence quality
  • Match your evidence to the specific reason code—generic responses lose
  • Response windows are tight: 20-30 days depending on network
Prerequisites

Before diving into representment, understand:

Representment is the process of responding to a chargeback with evidence disputing the cardholder's claim.

Getting Started​

Before You Represent​

  1. Analyze the reason code - Understand what's being alleged
  2. Check evidence availability - Do you have what you need?
  3. Calculate win probability - Is it worth the effort?
  4. Check the deadline - Can you respond in time?

Key Resources​

ResourcePurpose
Compelling Evidence GuideWhat evidence you need
Time FramesResponse deadlines
Representment WorkflowStep-by-step process

Evidence Requirements by Code Type​

Fraud Chargebacks​

Best defenses (in order of strength):

  1. 3D Secure authentication data
  2. AVS match + delivery to verified address
  3. Prior undisputed transactions
  4. Customer correspondence

See: Mastercard 4837 | Visa 10.4

Non-Receipt Chargebacks​

Required evidence:

  • Tracking number with carrier
  • Delivery confirmation
  • Signature (recommended for high-value)
  • Address verification

See: Visa 13.1

Cancelled Recurring​

Required evidence:

  • Original consent documentation
  • Cancellation policy terms
  • Proof of no cancellation request OR
  • Transaction before cancellation date

See: Visa 13.2

Win Rate Expectations​

Chargeback TypeWith Good EvidenceWithout Evidence
Fraud (with 3DS)70-90%-
Fraud (without 3DS)30-40%Under 15%
Non-receipt60-80%Under 20%
Quality disputes35-45%Under 15%
Cancelled recurring40-50%Under 20%

Common Reasons for Losing​

ReasonPrevention
Missed deadlineCalendar + alerts
Insufficient evidenceEvidence checklist
Wrong evidence for codeMatch evidence to reason code
Poor documentationQuality standards
Invalid chargeback not challengedReview requirements

Network-Specific Guidance​

Mastercard Second Presentment​

  • Use proper message text in DE 72
  • Include COMP EVID for compelling evidence
  • Include AUTH MMDDYY/NNNNNN SL 1 for authenticated

Visa Representment​

  • Response within 30 days
  • Include all transaction identifiers
  • Reference CE 3.0 when qualifying

Amex Response​

  • Shorter window (20 days)
  • Use Amex portal
  • Follow inquiry process if applicable

How Representment Actually Works​

Understanding the mechanics helps you submit stronger cases.

The Message Flow​

You (Merchant) → Your Processor → Acquirer → Card Network → Issuer
                                                           ↓
                                                    Issuer Reviews
                                                           ↓
                                      Decision flows back the same path

What Happens at the Issuer​

  1. Analyst receives your response (they handle dozens daily)
  2. Quick scan of summary page (10-30 seconds)
  3. Check against reason code requirements (checklist-based)
  4. Decision: Accept your response or reject

Why Cases Get Rejected​

Rejection ReasonFrequencyFix
Missing required evidence40%Evidence checklist by reason code
Evidence doesn't address reason code25%Match evidence to specific claim
Unclear or unorganized response20%Structured format, clear summary
Deadlines missed10%Automated alerts
Response too long to review5%Keep under 15 pages

What Analysts Actually Check​

Reason Code TypeAnalyst Checklist
Fraud (10.4, 4837)3DS data? Device/IP match? Prior transactions?
Not received (13.1)Tracking number? Delivery confirmation? Signature?
Cancelled recurring (13.2)Original consent? Cancellation policy? No cancel request?
Not as described (13.3)Product description at sale? Images? Return policy?

Amex and Discover Quirks​

Amex and Discover have different processes than Visa/Mastercard. Know the differences.

American Express​

AspectAmex Difference
TimelineShorter: 20 days to respond
Inquiry processCommon: Inquiries before chargebacks
PortalSeparate Amex merchant portal
Reason codesDifferent code format (F29, C08, etc.)
ArbitrationDifferent process, Amex decides

Amex-specific tips:

  • Respond to inquiries immediately (often prevents chargeback)
  • Use Amex's specific evidence format
  • Note: Amex disputes don't count toward Visa/MC ratios

Discover​

AspectDiscover Difference
Timeline20 days typically
VolumeLower (fewer Discover cards)
Reason codesDifferent format (UA02, RG, etc.)
ProcessSimilar to Visa/MC but less standardized

Discover-specific tips:

  • Same evidence quality as Visa/MC works
  • Lower volume means less practice—don't neglect these
  • Some processors bundle Discover with Visa/MC workflow

Portal Reality: Working with Processor Interfaces​

Your processor's portal is where representment happens. Most are frustrating to use.

Common Portal Problems​

ProblemReality
Clunky uploadFile size limits, format restrictions
Poor status tracking"Pending" doesn't tell you anything
Slow notificationsEmail delays of hours or days
Limited searchHard to find historical cases
No bulk operationsOne case at a time

Working Around Portal Limitations​

LimitationWorkaround
File size limitsCompress images, split documents
Format restrictionsPre-convert to accepted formats
Poor trackingExternal tracking spreadsheet
Slow notificationsCheck portal daily, don't wait for email
No bulkRequest API access if high volume

What to Ask Your Processor​

Ask Your Processor

"What file formats and sizes does your portal accept? Can I get API access for representment? How quickly are status updates reflected?"

High-Volume Considerations​

If you have significant dispute volume (100+/month):

  • Request direct API access
  • Consider a representment vendor
  • Build internal tracking systems
  • Don't rely on portal notifications

Next Steps​

  1. Read the Compelling Evidence Guide
  2. Review Time Frames
  3. Follow the Representment Workflow
  4. Study reason codes for your most common chargebacks