Self Service Example Email

Subject:

Action Required: Chargeback Evidence Submitted for Transaction [External Transaction ID]

Dear [Merchant Name],

This is your <brand name> Risk Team, confirming that we have received the evidence you submitted for the disputed transaction on your account. We have forwarded your documentation to the cardholder’s bank for their review.

Transaction Details:

• Transaction ID: [External Transaction ID]
• Dispute Reason: [Reason from issuing bank]
• Dispute Amount: [Dispute Amount]
• Dispute Date: [Dispute Date]
• Cardholder: [Cardholder Name]
• Last 4 Digits of Card: [Last 4 Digits]

What Happens Next: The cardholder’s bank will review the evidence you provided to determine the legitimacy of the charge. Once their review is complete, you will receive a notification with the outcome of the dispute. Please note that this process may take up to 90 days to complete, and we appreciate your patience during this time.

Possible Outcomes:

• If the bank rules in your favor, the disputed funds will be returned to your account.
• If the bank rules in favor of the cardholder, the funds will be refunded back to the customer.

We will keep you updated as soon as a decision has been made. If you have any questions in the meantime, please feel free to respond to this email or contact our customer service team.

Thank you for your cooperation and prompt submission of evidence.

Risk Team

<brandsignature> Payments