Answer the cardholder’s actual claim in the first paragraph. Use the transaction record to explain what happened, and identify the document supporting each important statement.
Build the response
- Identify the payment, order and disputed amount.
- State the complaint without adding motives or accusations.
- Explain the relevant events in date order.
- Connect each response to the supporting record.
- Describe any refund, cancellation or replacement accurately.
A draft structure
The customer disputes [payment] because [claim]. Our records show [relevant facts]. [Document name] records [specific event and date]. We [describe any refund or resolution]. The attached evidence supports [the part of the claim being challenged].
Replace every bracket with a supported fact. If a required fact is missing, leave it as a question for your team rather than completing it from an AI suggestion.
Review the draft
Ask Pingpong to compare the claim, draft and evidence descriptions. Request a list of unsupported statements and contradictions. Check those findings against the original records. AI review cannot establish that a transaction was authorized or a parcel was delivered.
Prepare the submission
Use the evidence checklist and the processor’s instructions. If you need a PDF, format the approved text. The exporter prints the supplied narrative and index; upload the actual supporting records separately.