Overview
This article is designed to help Boulevard customers create a rebuttal letter when choosing to refute a client’s dispute claim. The letter can be uploaded as part of your supporting evidence directly through your dashboard. Since your client has initiated the dispute through their card-issuing bank (e.g., Citibank), your response will be reviewed by the bank as they determine the outcome. A well-crafted rebuttal letter helps present your case clearly and ensures the bank receives all relevant information that you, as the merchant, want your client's bank to review as part of your overall evidence. This article outlines key sections commonly reviewed by issuing banks to support you in formatting an effective letter.
1. Your Opening Statement
Hello Card Issuing Bank Representative,
The dispute reason of {INSERT REASON}, is inaccurate and incorrect related to dispute number {INSERT DISPUTE NUMBER}. The charge relates to {SERVICE/PRODUCT/POLICY} on {INSERT DATE} that you, as the Issuing Bank, authorized.
Tip: Add information related to the transaction, such as whether or not the cardholder is a repeat client, provided any feedback (or not), and any accommodations you, as the merchant, attempted to make to prevent a dispute and come to an amicable solution. Note if you did try, and whether or not the cardholder provided you that same courtesy (or not).
2. Adding Common Contact Details
Cardholder Contact Information
{Manually write in full name, phone number, and email ~OR~ upload a screenshot of the information from your Dashboard here}
Cardholder Billing Information
{Insert in the last 4 of the card XXXX0000, including the card brand (Visa, Mastercard, Discover, or American Express), including the Expiration Date ~OR~ Upload a screenshot from your Dashboard here}
3. Informing Your Client's Bank About Their History
Cardholder History at Our Business
{Insert a screenshot of Appointments and amounts paid if applicable from the History tab in Profile here}
Tip: Add any other information that would be beneficial for your client's Bank to review that can help tell your side of the story and why the dispute should be found in your favor as the merchant. Banks want to see the facts.
4. Link to our Website Confirming our Business
{Add a link to your website here}
5. Additional Items to Consider Attaching in Support of Your Letter
Copy of the receipt
Any disclosed and signed documentation (where applicable) such as Cancellation Policy, Membership Agreement, Consultations, Waivers, etc.
Screenshots of your policies from your website (where applicable) and direct links.
If you upload screenshots as part of your Response, title them so that the Bank knows what they are looking at and reviewing.
Copies of Email Communication(s)
Copies of Text Communication(s)
Before and After Photos (if applicable)
A copy of your client's Driver’s License (if applicable)
A link to a video of the cardholder/client at your business paying and/or getting services done.
MP3s do not upload, so the best option is to save a video to Google Drive > Share with Anyone who has access to the Link > Copy (and paste) the link to a document.
{Insert Your Contact Information: Name, Title, Phone, and Email}
If you have any questions about a dispute or how to respond, please email us at paymentservices@blvd.co