# Chargeback Response Outlines Source: https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines Last updated 24 October 2026. TL;DR - Start with the customer's claim and the exact reason code on your notice - Gather your records first, then fill in the brackets - Number each exhibit and say what it shows - Use the reply-by date and submission route on your case These are structures to fill in, not letters to paste unchanged. A generic letter can't prove what happened in your transaction. That's why [Winning Evidence warns against boilerplate](https://paymentsandrisk.com/docs/chargebacks/winning-evidence/#evidence-templates-use-carefully). Keep only the records that answer the claim. Delete unused prompts and leave missing facts unknown. Don't invent a log, signature or customer message. If the case is already lost, [check what's still open](https://paymentsandrisk.com/docs/chargebacks/after-a-lost-dispute/) before preparing another response. | What's on your notice? | Start here | | --- | --- | | They kept it, or it was a course, download or call | [Find the actual claim, then fill the outline](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#kept-it-course-or-download) | | It never arrived, or the box was empty | [Non-receipt outline and checklist](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#never-arrived) | | It wasn't as described | [Product or service complaint outline and checklist](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#not-as-described) | | They didn't authorize the payment | [Authorization claim outline and checklist](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#didnt-authorize) | | They cancelled recurring payments | [Recurring cancellation outline and checklist](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#cancelled-recurring) | Need the code's guide? [Match your notice in the reason-code hub](https://paymentsandrisk.com/docs/reference/reason-codes/#what-is-the-customer-claiming). These checklists help you gather records. They aren't a complete network eligibility test or a promise of recovery. ## They kept it, or it was a course, download or call "They kept it" and "it was a course" don't name the filed claim. Read the allegation first. Is it [non-receipt](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#never-arrived), [not as described](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#not-as-described), [an unauthorized payment](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#didnt-authorize) or [recurring cancellation](https://paymentsandrisk.com/docs/chargebacks/representment/response-outlines/#cancelled-recurring)? Use that claim's checklist too. For a course or download, use the [product-specific digital records](https://paymentsandrisk.com/docs/chargebacks/digital-goods-evidence/#evidence-collection-by-product-type). For a completed call or other work, use the [service records](https://paymentsandrisk.com/docs/chargebacks/representment/service-businesses/#consulting-and-professional-services). Account activity alone doesn't establish who used it. ### Response outline ``` Claim: [the customer's actual allegation on the notice] Reason code: [the exact reason code on your notice, with any subreason] Case: [case ID] | Transaction: [reference, date and amount] Purchase: [item, course, download or agreed service] Our response: [brief facts answering that allegation, with exhibit numbers] Exhibit 1: [order, purchase record or signed scope, tied to this transaction] Exhibit 2: [existing delivery, download, content-access or service-completion records, with dates] Exhibit 3: [relevant customer messages, with dates and context] Exhibit 4: [other records required for the actual claim, and what each shows] Requested outcome: [reversal supported by these records] Prepared by: [name and role] ``` ### Evidence checklist ``` ☐ Record the actual claim, exact reason code, subreason and reply-by date ☐ Match the purchase and account references to the disputed transaction ☐ For a course: pull content accessed, watch time and progress records you kept ☐ For a download: pull download and activation records you kept ☐ For completed work: pull the agreed scope, delivery records and any sign-off ☐ Keep relevant customer messages with their dates and context ☐ Add the actual claim's checklist; record any missing evidence ☐ Explain what each record shows without assuming who used an account ``` ## It never arrived, or the box was empty Start with the order and what was due. Match the records to the delivery method: a parcel, a digital product or completed work. The [non-receipt reference](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#non-receipt-disputes) and [Visa 13.1 guide](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-1-not-received/) list records to check. For Mastercard, [confirm the 4853 sub-claim](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/#for-not-received). An empty-box claim needs care. A delivery scan doesn't show what was inside. Keep genuine packing records and customer messages you already have, and ask your processor which subreason was filed. ### Response outline ``` Claim: [the non-receipt or empty-box allegation on the notice] Reason code: [the exact reason code on your notice, with any subreason] Case: [case ID] | Transaction: [reference, date and amount] Order or service: [what was purchased and when delivery or work was due] Our response: [what the existing records show about the alleged non-receipt] Exhibit 1: [order or agreed scope, including the delivery address or account where relevant] Exhibit 2: [carrier tracking, signature or delivery photo; digital access or download logs; or service-completion records] Exhibit 3: [relevant customer messages and genuine packing records, if held] Exhibit 4: [any credit already issued, with its reference, date and actual status] These records show: [brief explanation tied to the claim and exhibit numbers] Requested outcome: [reversal supported by these records] Prepared by: [name and role] ``` ### Evidence checklist ``` ☐ Match the notice, payment, order and disputed amount ☐ Save the promised delivery or service date and relevant order details ☐ For a parcel: save tracking, address, delivery date and any signature or photo collected ☐ For digital goods: save product-specific access, download or activation records ☐ For services: save the work order, completion records and any customer sign-off ☐ Save relevant customer messages and any genuine packing records already held ☐ Label unsigned delivery records accurately; don't treat a scan as proof of box contents ☐ If a credit was issued, record its reference, date and actual status ``` ## It wasn't as described Put the exact complaint beside what you promised at sale. Then show what you supplied. Use the [not-as-described checklist](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#not-as-described-disputes), [Visa 13.3](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-3-not-as-described/) or the [Mastercard sub-claim](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/#for-not-as-described) that matches the notice. For work you've performed, compare the agreed scope with the actual deliverables. A completion record doesn't answer every quality complaint. Keep the specific complaint in view. ### Response outline ``` Claim: [the specific product or service complaint on the notice] Reason code: [the exact reason code on your notice, with any subreason] Case: [case ID] | Transaction: [reference, date and amount] What was promised: [listing, specifications or agreed scope shown at sale] What was supplied: [facts answering the complaint, with exhibit numbers] Exhibit 1: [dated listing or signed scope and relevant acceptance record] Exhibit 2: [actual item photos, specifications, work photos or deliverables] Exhibit 3: [customer messages, complaint and your response, in context] Exhibit 4: [return, inspection, repair, replacement or credit records relevant to the complaint] Requested outcome: [reversal supported by these records] Prepared by: [name and role] ``` ### Evidence checklist ``` ☐ Record the specific complaint and exact reason code or subreason ☐ Save the listing or scope the customer saw at sale ☐ Keep relevant accepted terms and the acceptance record ☐ Match photos, specifications or work records to the actual complaint ☐ Include relevant pre-sale and complaint messages with dates and context ☐ Save return instructions, inspection records or return documentation where relevant ☐ Separate a repair, replacement or refund offered from what actually happened ☐ Explain the match between what was promised and what was supplied ``` ## They didn't authorize the payment This claim asks who authorized the card payment. A delivery record may show where an order went. An access log may show account activity. Neither identifies the cardholder on its own. Use the [fraud evidence checklist](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#fraud-disputes) and the code on your notice: [Visa 10.4](https://paymentsandrisk.com/docs/reference/reason-codes/visa/10-4-fraud-cnp/), [Mastercard 4837](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/fraud/), [Amex F29](https://paymentsandrisk.com/docs/reference/reason-codes/amex/f29-cnp-fraud/) or [Discover's guide](https://paymentsandrisk.com/docs/reference/reason-codes/discover/ua02-cnp-fraud/). Ask your processor to confirm any authentication or purchase-history route for this case. ### Response outline ``` Claim: [the authorization allegation on the notice] Reason code: [the exact reason code on your notice, with any subreason] Case: [case ID] | Transaction: [reference, date and amount] Our response: [what the records establish about this payment, with exhibit numbers] Exhibit 1: [purchase and payment records tied to the disputed transaction] Exhibit 2: [authentication data and AVS/CVV verification results, if collected] Exhibit 3: [relevant device, IP, account and prior-transaction records, with dates] Exhibit 4: [customer correspondence acknowledging the purchase and relevant delivery or use records] Route confirmed by processor: [applicable route and records requested, or not yet confirmed] Requested outcome: [reversal supported by these records] Prepared by: [name and role] ``` ### Evidence checklist ``` ☐ Match the case and disputed payment references ☐ Pull authentication records and ask the processor which route applies ☐ Keep AVS/CVV verification results, not the card security code ☐ Pull relevant purchase-time IP, device and account records already collected ☐ Keep relevant prior transactions and purchase acknowledgments with dates ☐ Describe delivery and account activity only as far as the records support ☐ Record missing data and any identity or account-sharing limits ☐ Ask the processor to confirm eligibility before relying on a special evidence route ``` For a Visa purchase-history response, use the [full CE 3.0 requirements](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#visa-compelling-evidence-30). These blanks don't establish eligibility. ## They cancelled recurring payments Keep the signup, disputed charge and cancellation dates separate. Compare the actual request with the charge. Use the [recurring-payment records](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#recurring--subscription-transactions) and the notice's code guide, such as [Visa 13.2](https://paymentsandrisk.com/docs/reference/reason-codes/visa/13-2-cancelled-recurring/) or [Mastercard's recurring sub-claim](https://paymentsandrisk.com/docs/reference/reason-codes/mastercard/cardholder-dispute/#for-cancelled-recurring). A missing request in one inbox doesn't describe every channel. Say which records you checked. Keep accepted terms and notices with the timeline rather than pasting a generic cancellation policy. ### Response outline ``` Claim: [the recurring-cancellation allegation on the notice] Reason code: [the exact reason code on your notice, with any subreason] Case: [case ID] | Transaction: [reference, date and amount] Timeline: [signup and consent; disputed charge; cancellation request and confirmation, if any] Our response: [facts answering that timeline, with exhibit numbers] Exhibit 1: [original recurring consent and terms accepted, with date and available acceptance records] Exhibit 2: [cancellation requests, confirmations and communication logs actually checked] Exhibit 3: [disputed billing record and relevant renewal or pre-billing notices] Exhibit 4: [relevant usage, customer messages and any credit actually issued] These records show: [what was agreed, when the charge happened and what cancellation records show] Requested outcome: [reversal supported by these records] Prepared by: [name and role] ``` ### Evidence checklist ``` ☐ Record the actual recurring-cancellation claim and exact reason code ☐ Pull the original consent, accepted terms and signup timestamp or IP if held ☐ Save cancellation requests and confirmations with dates and times ☐ List which support channels and account records were checked ☐ Compare the disputed charge date with the request and billing terms ☐ Keep relevant renewal or pre-billing notices and their delivery records ☐ Add relevant usage records without treating activity alone as authorization ☐ Keep any refund reference, date and actual status separate from a promised credit ``` ## Before you send it Check the [evidence quality and case requirements](https://paymentsandrisk.com/docs/chargebacks/representment/compelling-evidence/#evidence-quality-standards) and [submission checklist](https://paymentsandrisk.com/docs/operations/representment-workflow/#submission-checklist). Confirm the case ID, readable exhibits, requested format and reply-by date. Save exactly what you sent and the submission confirmation. Need an explanation after a loss? Use the [Ask support script](https://paymentsandrisk.com/docs/chargebacks/after-a-lost-dispute/#start-with-the-notice) with your existing case record.