Overview
A Rebuttal Letter is a recommended document to include with your dispute response. It serves as a structured way to communicate your position to the card-issuing bank (e.g., Citibank) through which your client initiated the chargeback. Because this is your primary opportunity to contest the claim, it’s important to present clear, concise, and factual information from your perspective as the merchant who processed the transaction. Your Rebuttal Letter should be a standalone document separate from your supporting evidence.
Standard Items to Include in a Rebuttal Letter
1. Transaction Details (at the top)
Give the issuer quick context so they can identify the case immediately:
The Name of your Business
Card Brand (ex: Visa, Mastercard, Discover, or American Express)
Cardholder name
Transaction date
Transaction amount
Last 4 digits of the card
Order Number
2. Clear Statement of Position
Open with a direct, unambiguous stance:
State that you are disputing the chargeback
Briefly summarize why the charge is valid
3. Response to the Cardholder’s Claim
Address the specific reason code or claim head-on:
Acknowledge the customer’s claim
Provide a factual rebuttal to the reason code
Avoid emotional language, stick to verifiable facts
4. Timeline of Events
Lay out what happened in chronological order:
Purchase/booking date
Service completion date
Any customer communication (ex: Emails, Text, Call Logs)
Refund or cancellation attempts (if applicable)
Cardholder history at your business (if applicable)
5. Supporting Evidence (Referenced Clearly)
Call out the documents you’re including:
Receipts or invoices
Signed agreements or terms & conditions
Proof of service completion or policy disclosed
Communication records (emails, messages)
Refund/cancellation policy acknowledgment and how it was disclosed
*Title your documents so the Issuing Bank knows what they are reviewing and why.
Important: Reference each piece of evidence in the letter so the reviewer knows why it matters. It is recommended to include all evidence in one document, separate from your Rebuttal Letter.
If you have any questions about what to include with your evidence, please email us at paymentservices@blvd.co
6. Policy & Terms Confirmation
Show that the customer agreed to your terms:
Cancellation/refund policy
Return policy
Service agreement, membership, or booking terms
7. Closing Summary
Wrap it up with a concise conclusion:
Reaffirm that the transaction is valid
Request that the chargeback be reversed in your favor
Resources for Rebuttal Letters
Review our Common Reason Codes article found here for assistance with addressing specific dispute reasons and Rebuttal Letter Templates we have available to you.