Chargeback Response: Merchandise/Service Not Received
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 "Merchandise or Service Not Received" for the above referenced transaction.
We respectfully assert that this claim is invalid. The services or goods associated with this transaction were provided to the cardholder as agreed, or were made available in accordance with the terms accepted at the time of purchase.
1. Booking and Transaction Details
The cardholder completed the transaction using the following information:
Name: [Customer Name]
Phone: [Phone Number]
Email: [Email Address]
The purchase was made through:
Online booking system (E-Commerce)
In person payment
Card on file authorization
Documentation of the transaction and confirmation is attached.
2. Service Fulfillment or Product Delivery
[Complete the applicable section]
If services were rendered:
The services were provided as scheduled:
Service Date: [Date]
Services Provided: [Description]
Service Provider: [Staff Name]
Supporting documentation includes appointment records, service notes, and confirmation of attendance.
If services were available but the cardholder late cancelled or no-showed their appointment:
Date Services Were Available: [Date]
Service scheduled: [Description]
Notes [Ex: services were available, but due to the cardholder's no-call/no-showing their appointment we could not rebook in their place and due to this took a loss on revenue and that is why they were charged]
3. Customer Confirmation and Interaction
Our records show that the cardholder:
Attended the scheduled appointment
Received the purchased services or products
Confirmed receipt through communication or follow up
Relevant communications such as email, text messages, or call logs are included.
4. No Valid Claim of Non Receipt
There is no evidence that the cardholder failed to receive the services or merchandise. Additionally:
No prior complaint of non receipt was made before the chargeback
No attempt was made to resolve the matter directly with our business
5. Business Policies and Availability
Our service and fulfillment policies were clearly disclosed at the time of purchase. These include:
Service scheduling and attendance requirements
Product fulfillment and pickup or delivery terms
Copies of these policies are included.
6. Supporting Documentation
We have provided the following evidence for review:
Booking or purchase confirmation
Signed agreements or intake forms if applicable
Appointment records and service notes
Proof of delivery or pickup if applicable
Customer communications
Based on the above, the transaction was completed as agreed and the cardholder did receive the purchased services or merchandise. The claim of non receipt 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 additional information is needed.
Sincerely,
[Your Full Name]
[Title or Position]
[Business Name]