The purpose of this article is to be a helpful reference to Boulevard customers who receive a dispute from their client and need to issue a response to the Card Issuing Bank.

You can select the emails that receive dispute notices by navigating to 'manage email notifications' in the Disputes tab:

There are various reasons your client will use to dispute a charge. Common Dispute reasons are:

Before you respond to a dispute, first take note of the Reason that the charge is being disputed. If you are caught off guard by this dispute, we recommend first calling your client to understand why they issued a dispute. It is possible they did it in error, and/or they may be willing to compromise and have the dispute reversed with their Card Issuing Bank.

It is recommended that you first draft a response/rebuttal letter in a Word document, then convert it to a PDF before submitting. In your letter, clearly explain to the card-issuing bank why the dispute reason is inaccurate, provide your perspective on the transaction, and outline why the charge is valid. Be sure to include any steps you’ve taken as the merchant to help prevent disputes.

For additional guidance, refer to our Common Dispute Reasons article, Crafting a Rebuttal Letter article, and our Rebuttal Template Letters for best practices.

Your Response is being sent directly to your clients Card Issuing Bank, not to Boulevard so you will want to address all the facts surrounding the transaction, any communication including dates and times you spoke with the cardholder, and to note any accommodations and/or concessions you made as the merchant to try to prevent the dispute from happening and/or follow up you did to come to a compromise and have your client request to reverse the dispute.

While Boulevard has no position, influence, or decision-making authority on how disputes are awarded, we are here to support you in any way that we can.