Auto-Chargeback Response Templates – Overview & Customization Guide
ChargeResolve ships with a library of pre-written responses for every Visa / Mastercard reason code. You never have to tweak a single line—our AI drops in order-specific data and files the case automatically.
But for merchants who want extra control or a branded voice, you can duplicate and edit any template in seconds.
1. Where to Manage Templates
- Log in to the ChargeResolve dashboard.
- Navigate to Settings → Responses.
You’ll see a list of every reason-code template and a toggle to enable/disable it.
🖼️ Image placeholder – Responses list with “Duplicate & Edit” buttons
2. Understanding the Template Editor
Click Duplicate & Edit next to any template.
The editor is split into two areas:
Area | What You See | What It Does |
Evidence Blocks (left column) | Fulfilment Status, Billing Address, IP Address, Customer Communication, etc. | Choose 👍 to include, X to omit, or 👎 to mark irrelevant. |
Narrative Preview (right column) | Auto-generated paragraph with smart tokens (e.g., [address_line], [delivered_date]) | Updates live as you toggle evidence blocks. |
🖼️ Image placeholder – Template editor with thumbs-up toggles
3. Tokens & Smart Data
- [address_line], [delivered_date], [customer_first_name] → pull directly from the dispute record.
- Leave tokens as-is; ChargeResolve replaces them at submission time.
- Freestyle text is allowed—feel free to add a brand greeting or refund policy citation.
4. Business-Model & Gateway Filters
Top-right drop-downs let you scope the template:
- Business Model – choose Physical Goods, Digital Goods, Subscription, etc.
- Gateway – apply to Shopify Payments, Stripe, NMI, or All.
If blank, the template is global.
5. Best-Practice Tweaks
Scenario | Recommended Change |
High-AOV luxury items | Include Picture of Packaging/Product + Signature Proof blocks. |
Digital subscriptions | Emphasise Subscription Opt-in Checkbox evidence. |
Friendly-fraud surge | Add a closing line: “We reserve the right to pursue fraudulent claims.” |
Remember: more evidence beats longer paragraphs. Keep the story concise and factual.
6. Activating or Disabling a Template
- Toggle ON: template is eligible for new disputes of that reason code.
- Toggle OFF: ChargeResolve skips it and falls back to default copy.
Changes apply only to future disputes—not ones already submitted.
7. Frequently Asked
Q: Do I need to edit anything at all?
No. Our defaults have industry-standard language and win rates.
Q: Can I rearrange evidence order?
Yes—drag the ☰ icon next to each block.
Q: How many custom templates can I create?
Unlimited. We recommend one per reason code and business model for clarity.
8. Save & Deploy
When finished, click Save. You’ll see a green toast confirming “Template updated.”
All new disputes that meet the filter criteria will now use your custom copy.
Need guidance on tone or compliance wording? Email support@chargeresolve.com or start a live chat—our dispute strategists are happy to review your draft.