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Representment Workflow

Prerequisites

Before responding to chargebacks, ensure you have:

TL;DR
  • Workflow: Receive → Analyze reason code → Decide → Gather evidence → Respond → Monitor
  • Deadlines are critical: Visa 30 days, Mastercard 45 days, Amex 20 days
  • Decision matrix: strong evidence + any amount = represent; weak evidence + low amount = accept
  • See Compelling Evidence Guide for what evidence you need
  • Target: over 40% win rate, over 95% on-time submission, under 15 days average response time

A systematic approach to responding to chargebacks and maximizing win rates.

Overview​

Key principle: Every step has a deadline. Track them religiously.

Step 1: Receive and Log Chargeback​

Immediate Actions​

ActionTimeline
Log receipt dateSame day
Calculate response deadlineSame day
Assign to analystWithin 24 hours
Begin evidence searchWithin 24 hours

Information to Record​

FieldSource
Case numberNetwork/processor notification
Reason codeChargeback details
AmountChargeback details
Transaction dateOriginal transaction
ARNChargeback details
Response deadlineCalculate from receipt

Calculate Deadline​

NetworkStandard Window
Visa30 calendar days from chargeback
Mastercard45 calendar days from chargeback
Amex20 calendar days from notification
Discover30 calendar days from chargeback

Step 2: Analyze Reason Code​

Determine Requirements​

For each reason code, identify:

  1. What is alleged? - Fraud, non-receipt, quality, etc.
  2. What evidence defeats it? - Per network rules
  3. What are the exclusions? - When representment isn't allowed
  4. What is realistic win rate? - Based on evidence available

Reason Code Categories​

CategoryTypical Evidence Needed
Fraud (10.x, 48xx)3DS, AVS, delivery proof, prior transactions
Authorization (11.x)Valid authorization record
Processing Error (12.x)Correct transaction data
Consumer Dispute (13.x)Delivery proof, terms, refund record

Check for Auto-Lose Conditions​

Don't waste resources if:

  • Past response deadline
  • Duplicate case (already represented)
  • Valid chargeback per rules
  • No possible evidence exists
  • Exclusion applies

Step 3: Make Represent Decision​

Decision Matrix​

Evidence QualityAmountDecision
StrongAnyRepresent
MediumHigh (over $100)Represent
MediumLow (under $100)Case-by-case
WeakHighConsider (learning)
WeakLowAccept
NoneAnyAccept

Factors to Consider​

FactorImpact
Evidence strengthPrimary factor
Transaction amountROI consideration
Win rate historyExpectation setting
Customer relationshipFuture value
Analyst capacityResource allocation

Document Decision​

Record:

  • Decision (represent/accept)
  • Rationale
  • Expected win probability
  • Assigned analyst

Step 4: Gather Evidence​

Evidence Checklist by Type​

For Fraud Chargebacks​

☐ 3D Secure authentication data
  ☐ ECI value
  ☐ CAVV/AAV
  ☐ Transaction ID
☐ AVS match result
☐ CVV match result
☐ Device fingerprint data
☐ IP address and geolocation
☐ Prior undisputed transactions
☐ Customer communication
☐ Delivery confirmation

For Non-Receipt Chargebacks​

☐ Tracking number
☐ Carrier delivery confirmation
☐ Signature (if obtained)
☐ Photo proof (if available)
☐ Delivery address vs. billing
☐ Customer correspondence
☐ Download logs (digital goods)
☐ Access timestamps (services)

For Quality/Not-As-Described​

☐ Product listing as displayed
☐ Terms and conditions
☐ Customer acceptance record
☐ Inspection report (if applicable)
☐ Return refusal documentation
☐ Customer communications
☐ Quality specifications

For Cancelled Recurring​

☐ Original consent documentation
☐ Terms with cancellation policy
☐ Cancellation request log
☐ Transaction before/after cancel date
☐ Pre-billing notifications sent
☐ Usage logs after "cancellation"

Evidence Quality Standards​

StandardRequirement
LegibleClear and readable
CompleteAll relevant pages
RelevantSpecific to this transaction
IdentifiedTransaction reference visible
MaskedPAN truncated (last 4 only)

Step 5: Prepare Response​

Response Components​

ComponentPurpose
Cover letterSummary of defense
Evidence packetSupporting documentation
Rebuttal letterPoint-by-point response
Message textRequired network codes

Message Text by Network​

Mastercard (DE 72)​

DefenseMessage Text
DeliveredDELIVERED MMDDYY
Credit issuedCREDIT ISSUED MMDDYY
Compelling evidenceCOMP EVID
AuthenticatedAUTH MMDDYY/NNNNNN SL 1

Visa​

Include in response:

  • Representment reason
  • Evidence description
  • Transaction details

Document Organization​

1. Cover Letter
   - Case number
   - Transaction details
   - Summary of defense
   
2. Evidence Tab A: Transaction Data
   - Receipt/order details
   - Authorization record
   
3. Evidence Tab B: Delivery/Service
   - Tracking
   - Confirmation
   
4. Evidence Tab C: Customer Contact
   - Communications
   - Prior transactions
   
5. Evidence Tab D: Authentication
   - 3DS data
   - AVS/CVV results

Step 6: Submit Response​

Submission Checklist​

☐ Verify case number is correct
☐ Confirm all evidence attached
☐ Check file size limits
☐ Verify format requirements
☐ Double-check deadline
☐ Take screenshot of submission
☐ Save confirmation email/number

Submission Methods​

NetworkMethod
VisaVia VROL/Verifi or processor portal
MastercardVia Mastercom or processor portal
AmexVia Amex merchant portal
DiscoverVia processor portal

Document Submission​

Record:

  • Date/time submitted
  • Confirmation number
  • Files submitted
  • Portal used

Step 7: Monitor Outcome​

Track Resolution​

StatusMeaningAction
WonChargeback reversedUpdate records
LostRepresentment rejectedAnalyze why
Pre-arb filedIssuer challengesPrepare response
ArbitrationNetwork decisionSubmit evidence

Response Timeline​

StageWhen to Expect
Initial response30-45 days
Pre-arbitration30 days after response
Arbitration45 days after pre-arb

Win/Loss Analysis​

For each outcome, document:

  • Reason code
  • Evidence submitted
  • Outcome
  • Network feedback (if any)
  • Lessons learned

Metrics to Track​

Volume Metrics​

MetricCalculation
Chargebacks receivedCount per period
Representment rateRepresented / Received
Response rateSubmitted on time / Represented

Performance Metrics​

MetricCalculationTarget
Win rateWon / Submittedover 40%
Pre-arb ratePre-arbs / Wonunder 30%
Arbitration rateArbitrations / Pre-arbsunder 10%

Efficiency Metrics​

MetricCalculationTarget
Avg response timeDays to submitunder 15 days
SLA complianceOn-time / Totalover 95%
Evidence completenessDocs per caseTrack trend

Common Mistakes​

Process Mistakes​

MistakePrevention
Missed deadlineCalendar + alerts
Wrong case numberDouble-check before submit
Missing evidenceChecklist review
Wrong reason code defenseMatch evidence to code

Evidence Mistakes​

MistakePrevention
Illegible documentsQuality check before submit
Missing pagesComplete document review
Wrong transactionVerify ARN/transaction ID
Unmasked PANAlways truncate to last 4

Strategy Mistakes​

MistakePrevention
Representing weak casesDecision matrix
Not representing strong casesEvidence review
Generic responsesCustomize per reason code
Missing message textChecklist per network

Templates​

Cover Letter Template​

RE: Case Number [CASE#]
    Transaction Date: [DATE]
    Amount: [AMOUNT]
    ARN: [ARN]

Dear Disputes Team,

We are submitting this representment for the above-referenced 
chargeback filed under reason code [CODE].

[BRIEF SUMMARY OF DEFENSE]

Enclosed please find:
- [LIST OF EVIDENCE]

Based on the evidence provided, we respectfully request 
this chargeback be reversed.

Sincerely,
[NAME/TITLE]

Next Steps​

Setting up representment workflow?

  1. Calculate deadlines - Network-specific windows
  2. Create decision matrix - When to represent
  3. Build evidence checklists - By fraud type

Responding to a chargeback?

  1. Analyze reason code - What evidence defeats it
  2. Gather evidence - Checklist by type
  3. Submit response - Before deadline

Improving win rates?

  1. Track metrics - Win rate, response time
  2. Avoid common mistakes - Process, evidence, strategy
  3. Use templates - Cover letter format

See Also​