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A customer says they will dispute the charge: what to write

When a customer says they'll dispute the charge, reply with the facts of the order and one clear route to a refund or replacement. Don't argue about the threat; give them a reason to cancel the dispute and a person to deal with.

Get the order facts straight

Before you reply, collect the order date and the amount. Add the payment method and the delivery address. Include the tracking history and every message in the thread. If the customer says the charge is unrecognized, check whether the billing name on the statement matches the name your store uses.

Write those facts into the reply in plain order. A chargeback is decided on evidence, and a clear timeline in the email often prevents the dispute from being filed at all.

Offer the resolution you can honor

Give the customer the same options you would give any other customer with that problem. If the parcel is missing, offer a replacement or refund. If the refund is already in progress, give the date you sent it and the reference. Don't promise a payment you can't make.

Ask them to reply before filing the dispute, and say what you'll do when they do. A named person and a time is more useful than a general request to get in touch.

Keep a record of what you sent

Keep the email and the tracking page with the order. Add the refund confirmation too. If the dispute is filed anyway, those are the documents you'll submit. Don't delete the thread or move it to another system without the attachments.

Tell the owner as soon as a customer mentions a dispute. The owner may want to refund before the bank gets involved, and that decision is not the inbox's to make.

Copy-paste reply templates

Dispute threat over a missing parcel

Hi [first name],

I understand why you're considering a dispute. [order number] was paid on [date] for [amount], and [carrier] has not delivered it.

I can refund [amount] today or send a replacement with [carrier], tracking [tracking link]. If you'd prefer the refund, reply and I'll send it before you file anything.

Thanks,
[your name]

Dispute threat over a refund delay

Hi [first name],

Your refund for [order number] was sent on [date] for [amount], and the reference is [reference]. Bank processing can take a few business days after that.

If it hasn't appeared by [date], reply and I'll ask our payment provider to trace it. I'd rather fix this with you than have you file a dispute.

Thanks,
[your name]

Unrecognized charge on a statement

Hi [first name],

The charge on [date] for [amount] is for [order number], shipped to [address] with [carrier]. The billing name on the statement is [billing name].

If this isn't your order, reply and I'll cancel and refund it today. If it is yours, no action is needed.

Thanks,
[your name]

When to escalate to the owner

  • Any chargeback that has already been filed with the bank.
  • A refund above the amount you set as the inbox cap.
  • A legal threat, a regulator or a demand for compensation.
  • A claim that a card was used without permission.
  • A customer who mentions the press or a public complaint.

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