Describe the transaction records without assuming why the customer disputed the charge.
Records to compare
- Cardholder’s stated complaint
- Order, delivery or access record
- Relevant communications
- Refund and cancellation history
Check the conclusion
The label “friendly fraud” does not establish intent. Answer the complaint with evidence and leave unsupported accusations out of the response.
Prepare the response
Use the response guide to connect each statement to a record. Check the evidence and follow the deadline and submission requirements in the actual dispute.