How to respond to a chargeback?

When a customer disputes a charge, a notification is sent to the email address configured as the chargeback notification email in your Mews Payments integration. The deadline to submit evidence varies depending on the card issuer and processor and it can range from 7 to 39 days after the dispute is initiated.

 

Mews strongly recommends responding as soon as possible. Early submission increases your chances of winning the case and allows our team time to review your evidence and request additional documentation if needed.

 

When responding to chargebacks, the strength of your evidence depends not only on what you provide but also how you present it. Clear, well-organized documentation improves your chances of a successful outcome, ensures faster internal review, and helps processors and card schemes evaluate your case effectively. Poorly formatted or incomplete evidence, even if valid, can lead to delays or rejection.

 

Chargeback evidence formatting and organization: key guidelines

 

• Language: All evidence must be provided in English.
• Be clear and factual: Present only objective information. Avoid emotional or subjective language.
• Legibility: Ensure all text and attachments are high quality, clear, sharp, and easy to read. 
• Highlight critical information.
• Readable formats: Submit files in standard PDF or clear image formats.
• Preserve metadata: Ensure that scans or screenshots include visible time/date stamps wherever possible.
• Avoid over-inclusion: Submit only relevant evidence specific to the case and reason code. 
• Maintain data privacy: Ensure that all sensitive documents and customer information are properly redacted or encrypted.
• External files: Do not include audio files, video files, external links, or request calls to provide further information. These will not be considered by the card issuer. Decisions are based solely on the compelling evidence included in your submission. Merchants and properties will not be contacted for additional details.

 

 

What should I do when I receive a chargeback notification?

 

1. Contact the customer
   
   

Direct communication with the customer can help clarify the nature of the dispute. Often, chargebacks are initiated because the customer doesn’t recognize the charge, is confused about the transaction details, or had an unresolved service issue. A simple conversation can resolve misunderstandings quickly, potentially leading the customer to withdraw the chargeback with their bank. Many card networks also recommend merchants attempt to resolve disputes directly with customers whenever possible. Doing so is often viewed favorably and can strengthen your position if the dispute escalates.

 

2. Fill in the rebuttal template for defending a chargeback
   
   

   Complete the sections inside the {brackets} with the information relevant to the chargeback. Ensure details about the transaction and guest are as accurate as possible and add more information if needed. See Rebuttal letters below. All the information regarding the credit card and guest is available in the Guest Profile in Mews Operations.

 

3. Gather the Compelling Evidence
   
   The evidence you submit should be appropriate for the reason of the dispute. Dispute evidence can only be submitted once. Make sure to provide all relevant information and review it carefully before submitting it to the dispute management team. 

 

4. Complete your submission
   
   Once ready, forward the chargeback notification email with the filled-in template and your compelling evidence directly to [email protected]. The Mews dispute management team will handle the rest of the process for you.

 

 

Rebuttal letters templates

 

General rebuttal letter template:

 

We are writing to formally dispute the chargeback for {amount}, reason code {code}, relating to a transaction for {brief description of the disputed amount — e.g., no-show fee, damage fee, late charges, etc.} on {transaction date} for {guest name/cardholder name} at {property name}.

 

This charge was valid and processed in accordance with the terms acknowledged by the guest/cardholder at booking and/or check-in.

 

The charge was made according to our clearly stated policy, which the guest agreed to, with all fees and services communicated in advance. Based on these facts and the attached evidence, we respectfully request the reversal of this chargeback.

 

No show/cancellation rebuttal letter template:

 

We are writing to formally dispute the chargeback for {amount}, reason code {code}, related to a transaction for {brief description of the disputed amount — e.g., no-show fee, cancellation fee } on {transaction date} for {guest name/cardholder name} at {property name}.

 

The reservation for {customer name}, confirmation number {reservation number}, was guaranteed with the {card_brand} card expiring on {card_exp_month}/{card_exp_year}, with the last four digits {card_last_four}. According to the cancellation policy, cancellations after {cancellation deadline} or no-shows are charged {explanation of fee}.

 

The guest did not arrive or cancel within the allowed time frame.

 

Damage fees rebuttal letter template:

 

We are disputing the chargeback for {Amount}, reason code {Code/Description}, related to a property damage fee charged to {Customer Name} on {Date}.

 

Upon {customer checkout}, our staff documented damage to {describe item/room}, supported by the attached signed incident report and photographs. The registration form signed by the guest at check-in explicitly authorizes billing for damages beyond normal wear and tear, providing clear post-incident consent.

 

In addition to our standard pre-stay Terms and Conditions, which outline potential charges for damages, we have ensured specific, explicit authorization from the cardholder as required by card scheme rules. Our digital communications include documented attempts to notify the guest of the damage and obtain consent for the charge.

 

We understand that card schemes prohibit billing without verified cardholder authorization; therefore, we have taken all necessary steps to comply with these requirements.

 

Based on this explicit authorization, detailed documentation, and our transparent communication with the guest, we respectfully request reversal of this chargeback as the charge is valid and warranted under the agreed terms.