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Best-Practice Templates for Responding to Disputes and Chargebacks 

Strengthening Dispute Responses.

Building Consistency Across the Payments Ecosystem.


Developed by the MRC Dispute Working Group, Best-Practice Templates for Responding to Disputes and Chargebacks provides practical guidance to help merchants prepare more effective dispute responses and submit targeted, relevant evidence.


Created through collaboration among leading global merchants, issuers, and card networks, this resource offers practical recommendations designed to support more efficient evidence review and help reduce unnecessary financial losses.


Drawing on industry expertise and real-world dispute management challenges, the templates provide merchants with actionable frameworks for organizing compelling evidence across common dispute scenarios while supporting greater alignment between merchants and issuers.


What's Inside? Practical Templates for Dispute Management


This resource provides structured templates covering five key dispute categories, with guidance on the information and supporting documentation merchants should consider when responding to chargebacks:

  • Digital Goods and Services Not Received — Guidance for documenting digital delivery, customer access, transaction details, and proof of usage.
  • Physical Goods Not Received — Templates for presenting shipping records, delivery confirmation, tracking information, and fulfillment evidence.
  • Goods or Services Not as Described — Frameworks for documenting product descriptions, delivery details, customer complaints, returns, and supporting evidence.
  • Unauthorized Transactions and Fraud-Related Disputes — Guidance on presenting authentication records, transaction history, device information, and other relevant fraud-related evidence.
  • Processing Errors and Merchant Policy Disputes — Templates for organizing transaction records, billing details, refund and cancellation policies, and customer communications.