Self Service Example Email

Subject:

Action Required: Chargeback Notification on Transaction [External Transaction ID]

Dear [Merchant Name],

This is your <brand name> Risk Team, notifying you of a transaction that has been disputed through your account. A chargeback occurs when a cardholder contacts their bank and disputes a purchase. Based on card brand rules, the charge has been reversed and the funds have been returned to the cardholder. You may either contest the dispute by providing evidence to prove that the cardholder is the legitimate purchaser and if you win, the funds will be returned to you, or you can accept this dispute, and the funds will be permanently reversed.

Transaction Details:

• Transaction ID: [External Transaction ID]
• Dispute Amount: [Dispute Amount]
• Dispute Reason: [Dispute Reason]
• Dispute Date: [Dispute Date]
• Cardholder: [Cardholder Name]
• Last 4 Digits of Card: [Last 4 Digits]
• Respond By: [Respond By Date]

Next Steps:

If you decide to accept the chargeback, no further action is required from you. If you plan to contest it, please review the transaction details above and collect any relevant information or documentation that may help clarify the charge. This might include:

• A copy of the transaction receipt
• Any correspondence with the cardholder related to the transaction
• Additional proof of delivery or service completion

How to Respond:

To contest this chargeback, please click on the link below with the required information before [Respond By Date].