Chargeback Response: Cancelled Merchandise/Services
Merchant: [Your Business Name]
Cardholder Name: [Customer Name]
Last 4 Digits of Card: XXXX
Card Brand [Visa, Mastercard, Discover, or American Express]
Transaction Date: [Date]
Transaction Amount: [$X.XX]
Dear Card Issuing Bank Representative,
We are writing to formally dispute the chargeback filed under the reason code "Cancelled Merchandise or Services" for the above referenced transaction.
We respectfully assert that this chargeback is invalid. The transaction complies with the card network regulations, and the cardholder did not meet the requirements for a valid cancellation or refund under our clearly disclosed policies.
1. Booking and Agreement to Terms
The cardholder scheduled services with our business using the following details:
Name: [Customer Name]
Phone: [Phone Number]
Email: [Email Address]
At the time of booking, the cardholder agreed to our cancellation and refund policies. These policies were presented through:
Online booking confirmation
Signed intake or consent forms
Card on file authorization agreement
Copies of these agreements are included.
2. Cancellation Policy Disclosure
Our cancellation policy clearly states:
[Insert policy summary such as required notice period, deposit terms, or no show fees]
The cardholder acknowledged and accepted these terms prior to the transaction. Documentation of this acknowledgment is attached.
3. Cancellation Timeline and Customer Actions
Scheduled Service Date: [Date]
Cancellation Request Date: [Date or indicate no cancellation request received]
The cardholder:
Cancelled outside of the allowed timeframe
Failed to cancel or did not show for the appointment
Received services and later attempted cancellation
Because the cancellation did not meet the policy requirements, the charge was processed in accordance with the agreed terms.
4. Services Rendered or Business Impact
[Select and complete as applicable]
If services were rendered:
The services were provided as agreed on [Date]. Supporting documentation includes appointment records, service notes, and client confirmation.
If services were not rendered due to late cancellation or no show:
The reserved appointment time was held exclusively for the cardholder, resulting in lost business opportunity. The charge represents a valid cancellation or no show fee as disclosed in our policy.
5. Refund Policy Compliance
Our records confirm that:
The cardholder did not request a refund in accordance with our policy
Or the request was reviewed and declined based on policy terms
Our business remains willing to assist the customer within the scope of our stated policies.
6. Supporting Evidence
We have included the following documentation:
Booking confirmation
Signed agreements or consent forms
Cancellation and refund policy
Appointment records and service notes
Communication with the customer
Based on the above, this transaction was processed in full compliance with our policies and applicable card network rules. The cardholder’s claim of cancelled merchandise or services is not valid.
We respectfully request that this chargeback be resolved in our favor.
Thank you for your time and consideration. Please contact us if further information is required.
Sincerely,
[Your Full Name]
[Title or Position]
[Business Name]