How to defend against a chargeback

Last updated: February 8, 2026

When you receive a chargeback notification, respond with complete documentation to maximize your chances of winning the dispute. This guide shows you what evidence to submit.

How to respond

Reply directly to the chargeback notification email with:

  • All required documentation listed below

  • Organized in a single PDF document

  • Clear, chronological presentation of evidence

Missing documentation reduces your chances of winning.

Mandatory information

This information must be included to maximize your chances of winning the dispute.

Customer/User information

  • Full name

  • Email address

  • Phone number

  • Registration date on your platform or service

Transaction details

You can find the following in the payment details in your Rebill Dashboard (Payments view):

  • Sale date

  • Sale amount

  • Card brand (Visa or Mastercard)

  • Last 4 digits of the card used

  • Card BIN used

Historical transactions

  • Purchase history of the customer on your platform that have not been disputed

  • This helps prove the transaction was made by the legitimate cardholder

Processed refunds

  • Evidence that the disputed charge has already been refunded (if applicable)

Complementary information

Include this additional information to strengthen your defense.

Merchant information

  • Business name

  • Industry

  • Address

  • Email address

Service policies

  • Registration policies

  • Refund policies

  • Subscription policies

Product or service

  • Description of the product or service delivered

Delivery details (only for physical product sales)

  • Delivery address

  • Delivery date

  • Recipient name

Best practices for submitting evidence

Organize clearly: Present all information in a single PDF document, organized chronologically.

Use verifiable documents: Include screenshots, receipts, tracking numbers, signed delivery confirmations, email exchanges with the customer, or any other proof that validates the transaction.

Be precise and objective: Avoid long explanations. Stick to facts and documentation that prove:

  • The customer authorized the transaction

  • The product or service was delivered

  • The customer has a history of legitimate purchases with you

Submit before the deadline: The chargeback notification specifies how many days you have to respond. Missing the deadline means you lose automatically.

What increases your chances of winning

  • Complete customer information (name, email, phone, registration date)

  • Authorization code and transaction details

  • Purchase history showing the customer made other transactions without disputes

  • Proof of delivery (for physical products)

  • Communication logs with the customer (emails, chat messages)

  • Clear refund policies accepted by the customer at registration

What happens after you submit your defense

Rebill forwards your documentation to the customer's bank. The bank reviews the evidence and decides:

  • In your favor — The chargeback is reversed and funds are returned to your balance

  • In the customer's favor — The chargeback stands and the amount is debited from your balance

The decision process can take several weeks depending on the bank and dispute reason.

Need help?

If you have questions or need assistance preparing your defense documentation, contact support@rebill.com.

A well-structured defense significantly increases your chances of successfully winning a chargeback.