Why the Heck Did You Dispute that Credit Card Charge?
If you do have the option for rebuttal in your merchant agreement, your next step is to share your side of the story with the credit card company via a written rebuttal. There are a few things to keep in mind when preparing this document:
- Think of this rebuttal as a court case. Rather than presenting a "he-said-she-said" account of the situation, stick to the cold hard facts.
- Always provide the necessary signed documents that are 100 percent pertinent to the case (a UPS tracking number confirming when and where the order is delivered is VERY helpful here).
- The customer will see your response, so be sure to leave out any emotional rhetoric and keep your rebuttal professional.
- Always follow up the day after you have submitted your rebuttal to make sure it is submitted before the deadline.
Sometimes credit card disputes can take months to resolve. Often the credit card company will send an update in a few weeks after your rebuttal, but if you don't hear back from them before then, be sure to check in with them periodically for updates. Rest easy however—as long as you crossed your T's and dotted your I's on all proofs and approvals, the credit card company will likely rule in your favor. If you're concerned they won't, you might want to review your policies and procedures in an effort to shore things up.
Again, once the dispute is settled and ruled in your favor, double-check that all of your money (including fees) has been returned. Finally, just because the credit card merchant ruled in your favor this time, doesn't mean that same customer can't issue another dispute under a different claim. So be on your guard!
The bottom line is that either the dispute is your company's fault or it isn't. If your company is to blame, it's your responsibility to rectify the situation and satisfy the customer as quickly as possible. If nothing went wrong on your end, submitting a rebuttal to the credit card company should take care of the problem! Remember, every credit card dispute is an attack on your hard-earned money, so whatever you do, don't go down without a fight.