Chargeback Response Generator
Pick the dispute reason and get an evidence checklist and a rebuttal letter built for it, with submission steps for Shopify Payments, WooPayments or Stripe.
Evidence by dispute reason
Card networks use hundreds of specific reason codes. Payment processors group them into a handful of categories, and the evidence you need depends on the category:
| Reason | What you need to show | Strongest evidence |
|---|---|---|
| Product not received | It was delivered to the address given at checkout | Tracking with delivery confirmation, a signature or delivery photo, the matching address |
| Fraudulent | The real cardholder made the purchase | AVS and CVC matches, 3D Secure, IP and device data, earlier undisputed orders, delivery to the billing address |
| Not as described | It matched the listing and wasn't defective | The listing at the time of purchase, pre-shipment photos, your return policy, your offers to fix it |
| Duplicate charge | Each charge was a separate order, or one was a temporary hold | Receipts with different order numbers, the transaction log, any refund record |
| Subscription canceled | It was active and wasn't canceled under your policy | Accepted terms, the cancellation policy, no cancel request, renewal notices, use after the date |
| Credit not processed | The refund was issued, or isn't owed | The refund record, the refund policy shown before purchase, return tracking |
Pick Sold as a physical product, digital product or service: the checklist changes, because a download can't be proven with tracking.
How the letter is built
- Your case in one line, first. Shopify notes that a bank reviewer may spend only a few minutes on a case, so the strongest proof goes up front.
- A dated timeline: order, payment checks, shipping, delivery, contact with the customer.
- Labeled exhibits: “Exhibit A: carrier tracking showing delivery on 6 September”, not “attached screenshot”.
- Whether the customer contacted you first. Card networks expect customers to try to resolve it with you; if they didn't, the letter says so.
- A neutral tone. Stripe's advice is to be clear, concise and professional: a long explanation doesn't make a response more convincing.
Anything the facts don't cover appears in square brackets, such as [date] or [Case ID]. Fill them in or delete them before you submit.
Submitting on your platform
- 01
Shopify Payments
Go to Orders, open the disputed order and click Add evidence in the chargeback banner. Files must be PDF, JPEG or PNG, each under 2 MB and 4 MB combined, one file per evidence type, with no links. Shopify submits on the due date automatically; Submit now sends it early and locks it.
- 02
WooPayments
Go to Payments > Disputes, open the dispute and click Challenge dispute. Paste the letter into the cover letter box, which replaces the default template. You get one submission, so use Save for later until it's complete.
- 03
Stripe
Open the dispute in your Dashboard and submit evidence. Files must be PDF, JPEG or PNG, 4.5 MB combined and under 50 pages, and Mastercard allows 19 pages.
Deadlines are short: Shopify and WooPayments both say you usually have 7 to 21 days to respond.
When to accept instead
- It really was fraud. Stripe's advice is to accept a dispute when you believe the payment was fraudulent.
- The customer is owed a refund. Accepting is quicker than a case you'll lose. On Shopify Payments you can't refund an order once a chargeback is open.
- Winning doesn't erase it. Your chargeback rate counts disputes filed, not their outcome, so prevention matters as much as the response.
Questions people ask
What is a chargeback rebuttal letter?
A short cover letter that explains, with evidence, why a disputed charge was valid. It goes to the card issuer with your evidence files, through your payment processor.
How long should the letter be?
Short. The generator keeps it to about 220 to 380 words. Stripe notes that a long explanation won't make a response more convincing; clear, relevant evidence will.
How long do I have to respond?
Usually 7 to 21 days. Your processor shows the exact due date on the dispute.
Can I win a fraud chargeback?
Sometimes, if you can show the real cardholder placed the order: matching AVS and CVC, 3D Secure, consistent IP or device data, earlier undisputed orders or delivery to the billing address. For Visa, Stripe says you need evidence that meets Visa's Compelling Evidence rules.
What happens after I submit?
The card issuer decides. On Shopify Payments that can take up to 75 days, and the decision is final.
Related tools
Want this builtinto your store?
I'm Emmanuel, a Shopify and WooCommerce developer. If this tool pointed at something you'd rather have fixed for you (a faster store, cleaner product data, a migration, a custom feature), send me a note.
Emmanuel Asika
Shopify & WooCommerce developer, Dublin
I build and fix online stores: new builds, migrations, speed, SEO and the custom bits apps can't do.
Last reviewed 30 September 2026.
Sources: Stripe Docs: Dispute reason code categories · Stripe Docs: Dispute evidence best practices · Shopify Help: Responding to chargebacks and inquiries · Shopify Help: Managing chargebacks in the Shopify admin · Shopify Help: Resolving a chargeback or inquiry · WooCommerce: Managing disputes with WooPayments