Got a chargeback? Here is what to do first
Find the deadline on the notice, read the dispute reason, and reply with a letter written for the case. The money has already left your account, and the clock is running.
The first 48 hours
1. Today
Find your real deadline
The date on the notice is the one that counts. It is usually 7 to 21 days away, set by the card network and your payment company, and a missed date loses the case.
2. Today
Read the dispute reason
The code on the notice tells you what the bank will check. A not-received claim turns on delivery records, and a fraud claim on the buyer's past orders and device.
3. Hold off
Don't refund it
Stripe and Shopify won't let you refund a charge while the dispute is open, and a refund made before it doesn't stop it. Fight it or accept it.
4. This week
Reply with a letter for this case
If your records are good and the amount is worth it, answer with a letter that argues this dispute. Automatic packets from payment companies lose more often.
Forward it to us and we write the letter
Sign up with your business email and forward the notice the day it arrives, because our 48 hours comes out of your window. You get a letter written for that dispute as a Word document. You add your evidence and submit it through your payment company, so nothing is sent without you.
Your first letter is free. After that, Standard is $1,499 a quarter for up to 15 letters.
Common questions
- How long do I have to respond to a chargeback?
- Usually 7 to 21 days, set by the card network and your payment company. Use the due date on your notice, because that is the one your payment company will hold you to.
- Should I refund a chargeback?
- Not once it is filed. Stripe and Shopify block refunds while a dispute is open, and a refund issued before the dispute does not cancel it. Your choices are to fight it or accept it.
- Will you submit the reply for me?
- No. We write the letter as a Word document. You add your evidence and submit it through your payment company, so you stay in control of what the bank sees.
- What does it cost?
- Your first letter is free and needs no card. After that, Standard is $1,499 a quarter for up to 15 letters.