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Unauthorized Transaction Response Letter Template

A response letter template for unauthorized and unrecognized transaction chargebacks. Covers cardholder verification narrative, authentication evidence, and billing descriptor defense.

Evidence Checklist (10 items)

  • 1Transaction authentication summary
  • 2AVS and CVV match results
  • 33D Secure verification record
  • 4IP address and geolocation data
  • 5Device fingerprint matching
  • 6Billing descriptor explanation
  • 7Customer account details
  • 8Delivery to verified address
  • 9Prior purchase history
  • 10Post-purchase activity evidence

Structuring your unauthorized transaction response

Open with your billing descriptor and how it appears on the cardholder's statement. Many unauthorized claims are actually unrecognized charges. Then present authentication evidence and delivery confirmation to the cardholder's verified address.

Billing descriptor defense

Explain your billing descriptor clearly. If your descriptor does not obviously match your business name, explain the connection. Include a screenshot of how the charge appears on a statement if available. This alone resolves many unauthorized transaction disputes.

Authentication evidence presentation

Present all authentication data in order of strength: 3D Secure results, CVV match, AVS match, device fingerprint, and IP geolocation. Each factor that matches adds to the evidence that the legitimate cardholder was involved in the transaction.

Post-purchase cardholder behavior

If the cardholder benefited from the purchase, present this evidence last as your closing argument. Delivery to their address, product usage, customer service contacts about the product, and social media activity all undermine the claim that the transaction was unauthorized.

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Frequently Asked Questions

What if my billing descriptor is confusing?↓
Acknowledge this in your response and clearly explain how the descriptor relates to your business. Provide your website URL and business name alongside the descriptor. Consider updating your descriptor with your processor to prevent future unrecognized charge disputes.
How important is 3D Secure for unauthorized transaction disputes?↓
3D Secure is extremely important. It provides a liability shift for many unauthorized transaction disputes, meaning the card issuer bears the loss. If you had 3D Secure enabled and the cardholder authenticated, lead with this evidence.
What if I have no authentication data beyond the card number?↓
This significantly weakens your case. Without AVS, CVV, or 3D Secure verification, you have limited proof the cardholder authorized the transaction. Focus on delivery evidence, customer account history, and any other circumstantial evidence of cardholder involvement.

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