# representments.com

> Custom chargeback responses for any merchant fighting chargebacks. A merchant forwards a chargeback (dispute) notification to a dedicated address and, within 48 hours, receives a custom chargeback response as an editable Word document, built for the specific reason code, the issuing bank, and the merchant's business, with placeholders marked for the merchant's evidence. The merchant fills in their records and files the response through their own processor.

No sales calls. No integrations. No expertise required. No commission.

representments.com is a productized subscription service from Andamento Advisors. It serves any merchant that takes card payments and receives chargebacks. Most of the disputes it handles are card-not-present and consumer-dispute reason codes, the kind nearly every merchant gets through online, phone, subscription, or "not as described" claims, regardless of size or vertical. Card-present disputes are in scope too. It is built for merchants too small for enterprise managed services and too exposed to leave on free, generic processor auto-submission; its value is greatest when disputes are worth fighting.

## What makes it different

- The response is the product: custom to the reason code, the issuer's review pattern, and the merchant's facts — not a template.
- A continuously updated rule library tracks network rule changes (Visa, Mastercard, Amex, Discover) and issuer patterns at a cadence templated services do not match.
- Light by design: forward an email, fill placeholders, file through your own processor. No lock-in.
- Proof before payment: the first response is free to read before subscribing.
- No outcome or win-rate guarantees are made; issuers decide disputes.

## Pricing

- Your first response is free — one per merchant, nothing to pay, no commitment.
- Standard — $499 a month, unlimited responses (fair use applies), for disputes averaging up to $1,000. A payments expert reviews every response.
- Premium — $999 a month, unlimited responses (fair use applies), for disputes averaging $1,000 to $10,000. A payments expert on every response, with issuer-level depth.
- Structured pricing for agents: https://representments.com/pricing.md

## Key pages

- Got a chargeback? What to do first (deadline, dispute reason, don't refund, how to reply): https://representments.com/got-a-chargeback
- How it works: https://representments.com/how-it-works
- Pricing: https://representments.com/pricing
- What is a representment (definition, network terminology, dispute glossary): https://representments.com/representment
- Reason codes (Visa, Mastercard, Amex, Discover — what each dispute means and what evidence wins): https://representments.com/reason-codes
- Learn (chargeback guidance for merchants): https://representments.com/learn
- FAQ: https://representments.com/faq
- Try free: https://representments.com/signup
- MCP server for AI assistants (read-only, no sign-in; reason codes, pricing, how to get a free first response): https://representments.com/mcp

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## Articles

- ["My family used my card": authorised-user disputes](https://representments.com/learn/family-used-my-card-authorised-user-disputes): Visa lets a merchant fight a fraud claim with evidence of household use or earlier undisputed orders, but only if checkout captured the data.
- [A refund policy that cuts disputes](https://representments.com/learn/a-refund-policy-that-prevents-disputes): A refund policy cuts disputes only if the window, the method and the shipping cost are stated where the customer decides to buy.
- [Add-ons that get disputed: shipping insurance, warranties, tips](https://representments.com/learn/add-ons-that-get-disputed): Shipping insurance, warranties and tips are rarely disputed alone. They ride inside one charge, so itemising the receipt does the work.
- [AI shopping agents and who owns a disputed order](https://representments.com/learn/ai-shopping-agents-and-disputes): No network has published who pays when an AI agent places the order. Until one does, assume the merchant of record does.
- [Annual plans and the 120-day clock](https://representments.com/learn/annual-plans-and-the-120-day-clock): On an annual plan the dispute window opens on the day of the charge, so a $1,200 renewal can be reversed in month four of a year the customer has barely used.
- [Apple Pay, Google Pay and 3DS: do wallets change who wins](https://representments.com/learn/wallets-and-3ds-who-wins): Wallet payments can shift fraud liability to the issuer in some cases. They do nothing for not-received or not-as-described disputes.
- [Banks now use AI to spot customers who dispute their own purchases](https://representments.com/learn/issuer-ai-siding-with-merchants): In 2026 the bigger shift in disputes is inside the customer's bank, where AI models now flag customers who may be disputing a purchase they made.
- [Black Friday fraud and card testing](https://representments.com/learn/black-friday-fraud-and-card-testing): Card testers hide in Black Friday traffic, and their small charges come back as fraud disputes, fees and a worse ratio after the weekend.
- [Carrier tracking isn't proof: what USPS, UPS and FedEx records show](https://representments.com/learn/carrier-tracking-isnt-proof): A delivered status is the carrier's scan. Stripe wants the full delivery address and Klarna wants proof of delivery beyond a tracking link.
- [Chargeback alerts cost $15: when paying is cheaper than fighting](https://representments.com/learn/predispute-deflection-tax): Stripe charges $15 to resolve a Visa dispute before it posts. Set against its dispute fees, fighting pays at lower odds than most merchants assume.
- [Chargeback deadline: the 7-day clock inside the 30-day window](https://representments.com/learn/chargeback-deadline-7-day-clock): Your payment company's deadline is a third of the card brand's.
- [Chargeback deadlines and costs](https://representments.com/learn/chargeback-deadlines-and-costs-guide): The processor sets the deadline a merchant can miss, and a dispute starts costing money the day it opens.
- [Chargeback evidence for services: record the date you promised](https://representments.com/learn/services-fulfilment-record): Visa times a not-received dispute from the date the customer expected delivery, so a service business needs that date in writing, plus the day it delivered.
- [Chargeback fix: set your statement descriptor so customers recognise the charge](https://representments.com/learn/statement-descriptor-cheapest-control): The line on the customer's bill names you to the buyer. If it does not match the name they know, you create unrecognised-charge disputes for free.
- [Chargeback ratio: why watching it can cost you money](https://representments.com/learn/chargeback-ratio-misleading-metric): Optimising for chargeback ratio rewards refunding winners and fighting losers.
- [Chargebacks on Etsy, eBay and Amazon: who pays](https://representments.com/learn/marketplace-liability-shift): Marketplaces keep the customer relationship and the dispute screens, and the seller pays the chargeback loss.
- [Cross-border orders: write your returns policy for the strictest buyer](https://representments.com/learn/cross-border-orders-disputes): A shopper in Berlin or Leeds has 14 days to cancel without giving a reason. A US returns policy written for US buyers will not survive that.
- [Digital goods chargebacks: the access log wins them](https://representments.com/learn/digital-goods-access-logs): Visa lists the exact records that beat a fraud claim on a download, and a rule change on 24 October 2026 widens what counts.
- [Dispute fees by processor, 2026: what a lost $25 order costs](https://representments.com/learn/dispute-fees-by-processor-2026): Stripe, Shopify, PayPal, Adyen and Square price disputes differently, and on a $25 order the fee rules decide whether fighting pays.
- [Disputes after a drop-shipper vanishes](https://representments.com/learn/drop-shipper-vanished-disputes): The cardholder disputes the store that took the payment, so a vanished supplier changes the evidence you hold and not who answers the dispute.
- [Does AI help you win chargebacks?](https://representments.com/learn/ai-slop-in-chargebacks): AI-written content in disputes has roughly doubled in a year. Banks still review cases by hand and now dismiss AI responses faster than the templates they replaced.
- [Event tickets and travel cancellations: refund before the bank does](https://representments.com/learn/event-tickets-and-travel-cancellations): When an event or trip is cancelled, refund everyone before a customer takes it to the bank. Airline refund rules show how fast the clock runs.
- [Fraud chargebacks and 3D Secure](https://representments.com/learn/fraud-chargebacks-and-3d-secure-guide): 3D Secure moves fraud liability only when authentication succeeds, and only for fraud codes. Where it does not apply, the merchant still owns the case.
- [FTC click-to-cancel was struck down; state auto-renewal laws still bind your cancel flow](https://representments.com/learn/click-to-cancel-struck-down-state-laws-remain): The federal rule is gone, but California and New York still dictate how a customer must be able to cancel, and a hard cancel flow feeds 13.2 disputes.
- [Gift cards](https://representments.com/learn/gift-cards-chargebacks): Gift cards are won or lost on the redemption log, so record who bought, where the code went and when it was first used.
- [Gift purchases](https://representments.com/learn/gift-purchases-disputes): A gift ships to someone other than the cardholder, so the defence is a record that ties the order to the buyer's account and shows who chose the address.
- [Holiday returns season: stopping refunds becoming chargebacks](https://representments.com/learn/holiday-returns-season-refunds-to-chargebacks): A slow or blocked refund is the cheapest chargeback you will cause, and the last week of December is when many of them are made.
- [How long the bank spends reading your chargeback response](https://representments.com/learn/ninety-second-analyst-read): The reviewer at the customer's bank has very little time per file. A response built for that workflow wins more often.
- [How Mastercard chargebacks differ from Visa chargebacks (4853 vs 13.1)](https://representments.com/learn/mastercard-differs-from-visa): Mastercard 4853 follows different rules from Visa 13.1, and merchants who treat them alike lose cases they could have won.
- [How to read a chargeback notice: 5 fields that matter](https://representments.com/learn/how-to-read-chargeback-notification): Five fields inside the notification decide the case.
- [How to win a Shopify chargeback](https://representments.com/learn/how-to-win-a-shopify-chargeback): Shopify files a response on the due date even if you add nothing, so the evidence you add before then is the case.
- [How to win a Stripe dispute](https://representments.com/learn/how-to-win-a-stripe-dispute): Stripe takes one submission and, since June 2025, a second $15 fee to contest, so the response has to be right the first time.
- [How to win chargebacks on physical goods: the order records you need](https://representments.com/learn/physical-goods-chargeback-defense-is-a-records-problem): Physical-goods cases are won in your order log, before the chargeback arrives.
- [How to write a chargeback response](https://representments.com/learn/first-letter-structure): A strong response follows the same order for every dispute reason, with one record for each point.
- [Is friendly fraud 36% of fraud? Why the statistic misleads](https://representments.com/learn/friendly-fraud-36-percent-misleads): First-party fraud rose from 15% to 36% of reported fraud between 2023 and 2024, largely because payment companies got better at labelling it.
- [January renewals and forgotten trials](https://representments.com/learn/january-renewals-and-forgotten-trials): The reminder and the cancel flow are the evidence when a cardholder finds a forgotten trial on a January statement, and California and New York now set the timing.
- [Klarna and Afterpay chargebacks: who pays when a customer disputes](https://representments.com/learn/bnpl-disputes-land-on-merchant): BNPL providers absorb fraud losses on their own credit decisions. Consumer disputes still land on the merchant, through the provider's own dispute process.
- [Late deliveries in December](https://representments.com/learn/late-deliveries-in-december): When a December parcel runs late, the dispute belongs to the merchant, and the FTC delay notice is the document that decides how it ends.
- [Live selling and social commerce disputes (TikTok Shop)](https://representments.com/learn/live-selling-and-social-commerce-disputes): A final-sale label on a live auction stops change-of-mind returns on TikTok Shop, and it does not stop a not-received or not-as-described claim.
- [Local pickup and in-store order disputes (BOPIS, curbside)](https://representments.com/learn/local-pickup-and-in-store-order-disputes): Visa treats an online order collected at your door as card-absent, and its own rules name the pickup records that win: a signature, an ID copy, a PIN or a collection code.
- [Lost a chargeback: what a refund first would have changed](https://representments.com/learn/lost-a-chargeback-what-refund-first-would-have-changed): A worked hypothetical of a typical lost dispute, traced back to the refund desk weeks before the bank was involved.
- [Marketplaces and BNPL: who pays](https://representments.com/learn/marketplaces-and-bnpl-who-pays-guide): Who loses a disputed order depends on where the money was debited and who decides the case. Connect charge types, eBay, Klarna, Afterpay and Affirm differ.
- [Mastercard's Excessive Chargeback Program and how it differs from Visa's VAMP](https://representments.com/learn/mastercard-ecp-vs-visa-vamp): Mastercard counts chargebacks raised, ignores refunds and outcomes, and fines by the month. Visa at least sets a 1,500-event floor.
- [Partial refunds and disputes](https://representments.com/learn/partial-refunds-and-disputes): When a customer disputes the full amount after a partial refund, only the unrefunded balance is at stake, and the records decide it.
- [Payout holds and rolling reserves after a dispute spike](https://representments.com/learn/payout-holds-and-reserves-after-a-spike): A reserve is a processor pricing your refund and chargeback risk. Terms are written down in advance, and they get reviewed.
- [PayPal disputes vs card chargebacks: which clock runs first](https://representments.com/learn/paypal-vs-card-disputes-clocks): PayPal customers can file for 180 days and PayPal's evidence windows are short. A merchant working from the card calendar will miss them.
- [Pre-dispute alerts (RDR, CDRN, Order Insight): when each pays for itself](https://representments.com/learn/pre-dispute-alerts-when-each-pays-for-itself): On Visa, alerts cost the same as the dispute fee they replace. They pay only when the dispute would have counted against a ratio you are close to breaching.
- [Pre-orders and backorders](https://representments.com/learn/pre-orders-and-backorders): Charge a pre-order when it ships unless the customer agreed to a stated date, because the FTC delay rule makes a late one hard to defend.
- [Recording a refund as evidence](https://representments.com/learn/recording-a-refund-as-evidence): A refund record that shows the reference, date, amount and method can settle a credit-not-processed dispute before any argument is made.
- [Refund or chargeback: what customers do](https://representments.com/learn/refund-or-chargeback-what-customers-do): Customers choose the bank over the merchant when the bank's route is easier to find and costs them nothing. Merchants control only half of that.
- [Refund or fight: a decision rule that uses both fees](https://representments.com/learn/chargeback-vs-refund-cost): Refund when the refund beats the combined fees and the evidence is thin. Fight when you hold proof and the second fee comes back on a win.
- [Refund timing and posting](https://representments.com/learn/refund-timing-and-posting): A merchant can refund in a day and the card still shows nothing for weeks. Regulation Z sets two separate clocks for that interval.
- [Refund-without-return policies: when cheaper than a dispute](https://representments.com/learn/refund-without-return-policies): On Stripe's US fees and win-likelihood bands, contesting a dispute pays only above roughly $35 to $585, so small orders are cheaper to refund.
- [Refunded and disputed anyway](https://representments.com/learn/refunded-and-disputed-anyway): A customer can be refunded and still file a chargeback. The refund only helps if the merchant can prove when the credit was issued.
- [Refunding a buy now, pay later order](https://representments.com/learn/bnpl-refunds): Refunding Klarna, Afterpay or Affirm straight to a card can leave the customer paying instalments and you in a dispute. Use the provider's flow.
- [Refunds and chargebacks belong in one queue](https://representments.com/learn/refunds-team-and-chargeback-process): The refund history is the evidence and the dispute clock is the support team's deadline. Keep both in one inbox with one customer record.
- [Reg Z's 60-day window and why customers outlast your return policy](https://representments.com/learn/reg-z-60-day-window): A 30-day return policy sets only the merchant's own deadline. Federal credit-card rules and the networks give the customer far longer to complain.
- [Restocking and return-shipping fees as triggers](https://representments.com/learn/restocking-and-return-shipping-fees): A restocking fee is defensible when disclosed before purchase and a dispute magnet when it first appears on the refund.
- [Returns fraud and chargeback fraud need different defences](https://representments.com/learn/returns-fraud-vs-chargeback-fraud): NRF puts 9% of US returns down to fraud, and that figure covers returns at your warehouse and says nothing about disputes. The two problems need different rules.
- [Section 75 and UK/EU chargeback rights for cross-border sellers](https://representments.com/learn/section-75-and-uk-eu-rights): A UK buyer has two routes to the same refund, and the EU adds a 14-day withdrawal right. Section 75 reaches single items above £100 on a credit card, while chargeback has no price floor.
- [Should you accept or fight this chargeback?](https://representments.com/learn/should-i-refund-or-fight-this-chargeback): Fighting every chargeback loses money on cases that should have been accepted.
- [Should you hire someone to handle chargebacks? The breakeven](https://representments.com/learn/dispute-analyst-breakeven): At a fully-loaded $50 an hour and 30 minutes per careful response, the in-house cross-over sits around 60 disputes a month. Most growing merchants pass it without realising.
- [Split shipments and partial delivery: what to prove on each box](https://representments.com/learn/split-shipments-and-partial-delivery): A not-received dispute is decided on the box that went missing, so each parcel in a split order needs its own delivery record and its own date.
- [Store credit vs refund](https://representments.com/learn/store-credit-vs-refund): Offering store credit where a card refund is owed invites a credit-not-processed dispute, and Visa's refund rule and the FTC's cancellation rule both point to the original card.
- [Subscription chargebacks: the cancellation path is the evidence](https://representments.com/learn/subscription-hybrid-model): Visa's cancelled-recurring dispute turns on what the customer could do and when. Billing history decides the fraud claims that follow.
- [Switching processors mid-dispute: what to export first](https://representments.com/learn/switching-processors-mid-dispute): Your old processor keeps receiving disputes for months after you leave, so keep the account reachable and export evidence before the first payout moves.
- [The chargeback reason codes merchants see most](https://representments.com/learn/reason-codes-merchants-see-most): Each reason code puts a different question to the merchant, and each carries its own clock. Read the code before anything else on the notice.
- [Visa 10.4: customer says they didn't make the purchase](https://representments.com/learn/fraud-code-10-4-and-ce-30): Fraud claims on online and phone sales cost merchants the most and win the least without a plan. CE 3.0 is the Visa rule that applies, and it fits merchants with repeat customers.
- [Visa 13.1: a tracking number is not proof of delivery](https://representments.com/learn/customer-claims-didnt-receive-package): Visa wants proof of delivery that carries the full address, and since April 2026 the issuer has to answer your photo or signature.
- [Visa 13.2: customer says they cancelled a subscription](https://representments.com/learn/cancelled-recurring-13-2): Visa 13.2 cases go to whoever can document the cancellation, so recording the cancellation flow wins many of them.
- [Visa 13.3 not as described: the cardholder has to try first](https://representments.com/learn/not-as-described-13-3): Visa 13.3 turns on the description at purchase, and the cardholder must try to return the goods or cancel before the bank may file.
- [Visa's 1.5% merchant threshold and what it still means for small merchants](https://representments.com/learn/april-2026-rule-update): Visa cut its Excessive merchant threshold to 1.5%, but a 1,500-event floor keeps most small stores out of reach. Mastercard's floor is far lower.
- [Visa's chargeback limit hits growing stores hardest](https://representments.com/learn/vamp-penalizes-growth): Visa's monitoring threshold applies to every merchant that reaches 1,500 events a month, and it hits growing merchants first.
- [Visa's chargeback limits and the misleading ratio](https://representments.com/learn/visa-limits-and-the-misleading-ratio): VAMP counts fraud reports plus disputes over settled transactions, and refunds do not remove an entry. The dashboard ratio is a different number.
- [What a chargeback costs you](https://representments.com/learn/chargeback-cost-double): The dashboard hides a large part of the cost of a lost chargeback.
- [What proof wins on digital goods or services](https://representments.com/learn/digital-goods-and-services-proof-guide): On digital goods the issuer wants proof the paying cardholder used the product. Account-level records tied to the payer carry more weight than invoices.
- [What to do after you lose a chargeback](https://representments.com/learn/what-happens-after-you-lose-a-chargeback): A lost chargeback can be reopened. The customer's bank gets a second move with fresh evidence, and the loser pays a card brand fee.
- [What to say when a customer threatens a chargeback](https://representments.com/learn/when-a-customer-threatens-a-chargeback): A threat to call the bank is a refund request in a bad mood. Offer a fix in writing, keep the thread, and never threaten back.
- [What Visa's chargeback penalties look like in practice](https://representments.com/learn/vamp-twelve-months): Visa's fact sheet carries no dollar fee. Costs arrive as reported per-event fees, processor action and lost protections, while Mastercard's are scheduled.
- [When 3D Secure does not protect you from fraud chargebacks](https://representments.com/learn/3ds-edge-cases): 3DS moves the loss on a fraud dispute to the customer's bank only when the check was completed and the dispute is a fraud reason.
- [Which checkout records Visa's CE 3.0 rule can use, and how long to keep them](https://representments.com/learn/records-before-chargeback): Visa lets two earlier orders defeat a fraud dispute, but only if you stored the matching IP, device and login data and kept it for a year.
- [Why Amex chargebacks are harder to win than Visa](https://representments.com/learn/amex-is-harder-stop-treating-it-like-visa): Amex is both the card brand and the bank, and it favors its customer, so refunding small Amex disputes early is often the right call.
- [Why customers file a chargeback instead of asking for a refund](https://representments.com/learn/friendly-fraud-wrong-frame): Many customers who dispute their own purchases are choosing the faster refund path.
- [Why subscription chargebacks are lost at sign-up (and what to save)](https://representments.com/learn/subscription-chargebacks-are-lost-at-signup): The records that win a subscription dispute are captured at sign-up or they do not exist.
- [Why the customer's bank matters as much as the dispute reason on a chargeback](https://representments.com/learn/issuer-decides-as-much-as-reason-code): Two identical 13.1 disputes can end in opposite outcomes because Chase, Bank of America and Capital One weigh the same evidence differently.
- [Why you should be able to read the chargeback response your service sends](https://representments.com/learn/letter-is-the-thing): Auto-submit tools, AI vendors and payment-company dashboards send a document the merchant never reads, and a merchant who cannot see it cannot improve it.
- [Why your payment company's auto-submit loses chargebacks you could win](https://representments.com/learn/dashboard-aligned-with-processor): The auto-submit default loses cases the merchant could have won.
- [Year-end chargeback review](https://representments.com/learn/year-end-chargeback-review): Ratios computed in December the way Visa and Mastercard compute them tell a merchant more than the dashboard ratio does.
- [Your first chargeback: the deadline in the email is your processor's](https://representments.com/learn/first-chargeback-what-to-do): Processors set deadlines of 7 to 21 days, far inside Visa's 30, and Stripe and Shopify block refunds once a dispute opens.
- [Your support inbox is your best chargeback evidence](https://representments.com/learn/support-inbox-chargeback-evidence): The customer's own messages from before the dispute win more chargebacks than your terms of service. Here is how to find them and use them.
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## Comparisons

- Chargeflow vs representments.com (exit fees, pricing, who writes the response): https://representments.com/compare/chargeflow-alternative
- Chargebacks911 vs representments.com (setup, fit and price): https://representments.com/compare/chargebacks911-alternative
- Chargeback Gurus vs representments.com (contract, access and fees): https://representments.com/compare/chargeback-gurus-alternative
- Disputifier vs representments.com (billing, access and price): https://representments.com/compare/disputifier-alternative
- Justt vs representments.com (who reads the response): https://representments.com/compare/justt-alternative
- Stripe Smart Disputes vs representments.com (Stripe's fee and the evidence it sends): https://representments.com/compare/processor-auto-submission
- Chargeblast vs representments.com (access, terms and price): https://representments.com/compare/chargeblast-alternative
- Disputed.ai vs representments.com (built for a few disputes): https://representments.com/compare/disputed-ai-alternative

## Glossary

- Representment: a merchant's written rebuttal contesting a chargeback, read by the issuing bank.
- Reason code: the card network's code for why a transaction was disputed (e.g. Visa 10.4, 13.1).
- Compelling Evidence 3.0 (CE 3.0): Visa's rule-defined remedy for 10.4 card-absent fraud disputes.
- VAMP: Visa Acquirer Monitoring Program; the "excessive" merchant threshold is 1.50% as of April 1, 2026.

## Contact

General inquiries: hello@representments.com