Use this template to explain what happened, respond directly to what the cardholder is disputing, and show how your supporting documents relate to the dispute.
Your response should include both:
- A clear written summary that addresses the dispute
- Documentation that helps verify your explanation
Before You Begin
Review both the Official Notice and Bank Documentation. The Bank Documentation may contain additional details from the cardholder or issuing bank that are not clear from the reason-code title.
Your response should directly address the specific dispute details described in those documents.
Download the Template
Download the Editable Chargeback Response Summary Template (.docx)
Complete the template before submitting it. Do not submit the blank template.
Open the template in Microsoft Word or another compatible document program. Replace the gray instructions with your information and remove any sections that do not apply.
After completing it, save the summary as a PDF.
How to Prepare Your Response
- Review the Official Notice and Bank Documentation.
- Download and complete the response summary template.
- Explain what happened and respond directly to the specific dispute details.
- Include supporting documents and explain what each document demonstrates.
- Save the summary as a PDF and combine it with your supporting documents into one PDF file when possible.
- Submit the completed response directly to the TSYS Chargeback Department through merlinkresponse.com.
What Your Summary Should Cover
Merchant and Case Information
Include the merchant business name, case number, disputed amount, transaction date, and other identifying information requested in the template.
What the Cardholder Is Disputing
Briefly explain what the cardholder is disputing based on the Official Notice and Bank Documentation.
What Happened and Your Response
Explain:
- What the customer purchased or what services were provided
- When the transaction and relevant events occurred
- Why you believe the transaction was valid
- The specific facts that address what the cardholder is disputing
An invoice may show what was purchased, but it may not explain why you disagree with the dispute. Your written summary should explain what happened and connect the supporting documents to the dispute.
Relevant Timeline
List important dates when they make the situation easier to understand. These may include:
- Transaction date
- Delivery or service date
- Authorization or agreement date
- Customer communications
- Cancellation or return request
- Credit or refund date
- Follow-up after the transaction
Credits or Refunds
State whether a full or partial credit or refund was issued. Include the date and amount when applicable. If no credit or refund was issued, state that.
Supporting Documentation
List each attachment and explain how it relates to the dispute and supports your response.
Depending on the dispute, relevant documentation may include:
- Complete PayJunction transaction details
- Signed invoice, estimate, agreement, or authorization
- Proof of delivery
- Service or completion records
- Cancellation, refund, or return policy acknowledged by the customer
- Credit or refund confirmation
- Customer communications
- Relevant prior transaction history
- Other documentation that directly addresses the dispute
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PayJunction Virtual Terminal Transaction Details For disputes involving authorization or fraud, the complete transaction page may provide important AVS and CVV response information. Open the transaction and print or save the full page from your browser. Do not select Print Receipt, because it does not contain all the information shown on the full transaction page. When relevant, include a screenshot from View History showing prior transaction activity with the cardholder. Learn how to save Virtual Terminal transaction details for a chargeback response |
Before Submitting
Confirm that:
- The summary responds directly to what the cardholder is disputing.
- Supporting documentation is included in addition to the summary.
- Each attachment is identified and explained.
- Dates, amounts, and case information are accurate.
- All pages are readable and belong to the correct case.
- The summary is placed at the beginning of the response.
- The summary and supporting documents are combined into one PDF file when possible.
- The response is submitted directly to TSYS through merlinkresponse.com.
Combining the documents is recommended because Merlink Response only allows one file to be selected during each submission. If the documents are not combined, the submission process must be repeated for each file.
Important — A Favorable Outcome Is Not Guaranteed
Supporting information may help address the cardholder’s dispute, but no response or document guarantees a favorable outcome.
The issuing bank and, when applicable, the card brand make the final decision—not PayJunction or TSYS.
Need Help Understanding the Dispute?
PayJunction Risk can help explain the dispute, the response process, and the types of information that may be relevant.
PayJunction Risk does not generally review or approve completed responses. Responses are prepared by the merchant and submitted directly to the TSYS Chargeback Department.
Phone: 800-601-0230 x5
Email: risk@payjunction.com