What a rebuttal letter is for
When a buyer disputes a card payment, their bank (the issuer) pulls the money back and asks you to explain. Your response is a packet of evidence: receipts, tracking, messages, policies. The rebuttal letter sits on top of that packet. It is the only part a busy reviewer is sure to read, so it has to state the claim, your answer and where the proof is, in that order.
Stripe's own guidance for dispute evidence is a good rule for the letter too: present things chronologically, keep it relevant to the dispute reason, and briefly explain what each piece of evidence shows.
The structure that works
- Header facts. Your business name, the transaction date, amount, order number, the dispute or case ID and the reason code.
- One-sentence answer. "The customer received the order on October 18 and confirmed it by email on October 20."
- Short timeline. Three to six dated lines: order placed, shipped, delivered, the buyer's messages, your replies, any refund.
- Exhibit list. Each attachment with a one-line note on what it proves.
- Request. Ask the issuer to reverse the chargeback, and sign off with a name and contact address.
Template
Copy this, replace the brackets, and delete any line that does not apply to your case.
Re: Dispute [dispute ID], reason [reason code / name]
Transaction: [date], [amount], order [order number]
Merchant: [business name], [website]
The cardholder states that [their claim in neutral words].
This charge is valid because [one-sentence answer].
Timeline
- [date]: Order [number] placed for [product], [amount].
- [date]: Shipped with [carrier], tracking [number].
- [date]: Delivered to [address on the order], per carrier.
- [date]: Customer wrote "[short quote]". We replied [what you did].
- [date]: [Refund / replacement / no further contact].
Exhibits
A. Order receipt showing product, price and billing details.
B. Carrier tracking with delivery confirmation.
C. Customer messages from [date] to [date], in order.
D. [Refund policy as shown at checkout / proof of refund].
We ask that the chargeback be reversed in our favor.
[Name], [role], [email]What to say and attach, by dispute reason
| Reason | Your one-line answer | Exhibits that carry it |
|---|---|---|
| Product not received | It was delivered to the address on the order, on this date. | Tracking with delivery scan, shipping address on the order, any message where the buyer mentioned receiving it. |
| Not as described or defective | The product matched its description, and we offered a fix the buyer did not take. | Product page at time of sale, the buyer's complaint and your replies, return or replacement offer, return policy. |
| Credit not processed | A refund was issued on this date, or none was owed under the policy the buyer accepted. | Refund record, or the policy as shown at checkout and the conversation about the return. |
| Subscription canceled | The buyer did not cancel before this billing date, as the policy required. | Cancellation policy and where it was shown, account activity after the claimed cancellation, messages. |
| Fraudulent or unauthorized | The cardholder made the purchase. | AVS and CVC results, 3D Secure, IP address, prior undisputed orders from the same buyer, messages from the buyer's email. |
| Duplicate charge | These are two separate purchases. | Both receipts, showing different orders, items or shipments. |
Customer messages are some of the strongest evidence you have, because they are in the buyer's own words. Keep them in one place, with dates, from the day the order is placed.
File limits to plan for
- Stripe: PDF, JPEG or PNG; all files together under 4.5 MB and fewer than 50 pages, and 19 pages for Mastercard disputes. One file per evidence type, so combine all customer messages into one document.
- PayPal: JPG, GIF, PNG or PDF; each file under 10 MB, up to 50 MB per submission.
Compress screenshots, crop to the relevant part, and highlight the line that matters instead of attaching whole pages.
Mistakes that lose disputes
- Arguing with the buyer's character instead of answering the claim.
- Evidence for the wrong reason, such as a refund policy for a "not received" dispute.
- Screenshots too small to read, or dozens of pages with the key line buried.
- Promising a refund in chat and never sending it. Issuers side with buyers who were promised money.
- Missing the deadline while evidence is gathered from several tools.
Questions
How long should a chargeback rebuttal letter be?
Usually one page. Card issuers review many responses a day; a short letter that names the claim, states your answer and points to each attached exhibit works better than a long explanation.
Should I include my full terms and conditions?
No. Include only the section that applies, such as the refund or cancellation clause, and show how the buyer saw it before paying.
Can I send the letter after the deadline?
No. Late responses are not considered. On Stripe the due date is shown on the dispute; on PayPal it is in the Resolution Center case.
Keep the evidence before you need it
Rebutdesk is an open-source helpdesk where Stripe and PayPal disputes open inside the buyer's support case, so the conversation, refunds and shipping events are already in order when the deadline starts. See how it works.
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