Chargeback Response Generator
Pick the chargeback reason code and get a tailored evidence checklist plus a ready-to-edit rebuttal letter — for Visa and Mastercard disputes.
What 10.4 means: Fraud — card-absent (online) environment. The most common ecommerce fraud chargeback.
How to respond: Respond with AVS/CVC matches, 3DS evidence, delivery proof, and customer history. Prevent with 3DS — it shifts liability to the issuer.
Evidence checklist
- AVS and CVC match results from the gateway
- 3D Secure authentication result, if performed
- IP address, device fingerprint, and geolocation at checkout
- Delivery confirmation with address (and signature, if available)
- History of prior undisputed orders from the same customer
- Any communication with the customer (emails, support tickets)
Rebuttal letter
RE: Chargeback 10.4 — Order [Order #] — [Amount]
To whom it may concern,
[Your business name] submits the following response to the chargeback filed under reason code 10.4 (Fraud, card-absent (online)) for order [Order #] in the amount of [Amount], for [Product/service].
The transaction was authorized by the cardholder. Verification data collected at checkout (AVS/CVC results, device and IP data) is consistent with the legitimate cardholder, and the goods or services were delivered to the address provided.
The enclosed evidence supports this response:
• AVS and CVC match results from the gateway
• 3D Secure authentication result, if performed
• IP address, device fingerprint, and geolocation at checkout
• Delivery confirmation with address (and signature, if available)
• History of prior undisputed orders from the same customer
• Any communication with the customer (emails, support tickets)
Based on this documentation, we respectfully request that this chargeback be reversed and the disputed funds returned.
Sincerely,
[Your business name]A template, not legal advice — attach the actual evidence and adjust the facts to your case. Look up any code you don't recognize in our decline & chargeback code lookup.
Frequently asked questions
How do I respond to a chargeback?
Identify the reason code, gather the evidence that matches that specific code (fraud codes need identity/delivery proof; consumer-dispute codes need fulfillment and policy records), write a short factual rebuttal, and submit before the deadline — typically 20–30 days. This tool assembles the checklist and letter for each code.
What evidence wins fraud chargebacks like Visa 10.4?
AVS and CVC matches, 3D Secure authentication results, IP/device data consistent with the cardholder, delivery confirmation to the verified address, and prior undisputed purchase history. 3DS is the strongest card: a fully authenticated transaction shifts fraud liability to the issuer.
What are my chances of winning a dispute?
Merchants win roughly a quarter to a third of the disputes they contest, but the rate varies enormously by reason code and evidence quality. Processing-error and cancelled-recurring disputes with clean records win often; fraud disputes without 3DS are uphill. Skip hopeless ones — responding costs fees too.
Should I fight every chargeback?
No. Refund obvious errors before they become disputes, skip cases where the customer is clearly right, and fight where your evidence is strong. High dispute rates are their own problem: cross roughly 0.9–1% and you enter network monitoring programs with fines attached — prevention beats rebuttal.