# Respond to a disputed charge before it becomes a chargeback

Assesses a contested charge, recommends a fair resolution, and drafts a factual reply, plus an evidence list if a chargeback is already filed.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Advanced
- Tags: Customer Support, Analyze, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/respond-to-a-disputed-charge-before-it-becomes-a-chargeback

## Prompt

```text
Help me respond to a customer disputing a charge or threatening a chargeback.

**What they're disputing:** [CHARGE, AMOUNT, DATE]
**Their reason:** [e.g. "didn't authorize it", "cancelled already", "didn't get what I paid for"]
**What our records show:** [SIGN-UP DATE, CANCELLATION, USAGE, RENEWAL NOTICES SENT, DELIVERY]
**Relevant policy:** [REFUND / CANCELLATION TERMS]
**What I'm allowed to offer:** [full refund / partial / credit / none]
**Have they already filed a chargeback?** [YES / NO / UNKNOWN]

Steps:
1. Assess the dispute: is it a likely error on our side, a misunderstanding (e.g. unrecognized billing name, annual renewal), or a policy disagreement? Say which records support that.
2. Recommend a resolution, weighing the charge amount against chargeback fees, account risk, and customer lifetime value. Flag if this needs manager approval.
3. Write the reply.

Rules for the reply:
- Lay out the facts in a short, dated list: what was charged and why.
- If we made an error, fix it first and explain second.
- If the charge stands, explain it plainly and offer the best option available. Never threaten or lecture.
- If they mention fraud or an unauthorized charge, follow our security process and do not discuss card details in the ticket.

If a chargeback has already been filed, also give me:
- A warning not to refund outside the dispute unless our payments team says so, to avoid paying twice.
- An evidence checklist for the payment processor's dispute response (sign-up and terms acceptance, renewal notices, usage or delivery proof, our communications), and a reminder to check the processor's response deadline.

Use only the records I provided; mark gaps as [CHECK RECORDS]. This is general guidance; follow your company's payments and legal policies.
```

## What to fill in

- CHARGE, AMOUNT, DATE
- REFUND / CANCELLATION TERMS
- full refund / partial / credit / none
- YES / NO / UNKNOWN
- CHECK RECORDS

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.