1. Receive the Dispute Notification

When a customer files a dispute against the company:

1. Access the dispute notification from email or fax machine.
2. Print the dispute page immediately.
3. Review the reason code and response deadline.

2. Sign Off to Fight the Dispute

1. Sign the dispute page indicating the dispute will be contested.
2. Date the document.

3. Locate the Transaction in NMI

1. Log into the NMI merchant portal.
2. Search for the customer transaction using:
   • Customer name
   • Last 4 digits of card
   • Transaction amount
   • Transaction date
3. Open the transaction details.

4. Gather Supporting Documentation

Print the following documents from NMI and Smash:

Required Documents:

• Transaction receipt
• Customer confirmation
• Any signed agreements (if applicable)
• Proof of delivery or redemption (if applicable)

Ensure all documents are clear and legible.

5. Complete the Chargeback Rebuttal Letter

1. Fill out the Chargeback Rebuttal Letter template attached to this SOP.
2. Include:
   • Customer name
   • Transaction date
   • Transaction amount
   • Reason for disputing the chargeback
   • Explanation of services/products provided
3. Attach all supporting documents behind the rebuttal letter.

6. Submit the Dispute Response

1. Email the completed dispute package to the appropriate dispute email address.
2. Attach:
   • Signed dispute page
   • Chargeback rebuttal letter
   • Confirmation
   • Receipt
   • Additional supporting documents (if applicable)

Email Requirements:

• Subject line should say “Dispute # [Case Number]”
• Include a brief explanation in the email body
• CC:
  • Kyle
  • Alexis

Chargeback Rebuttal Letter Templates

Formal Chargeback Rebuttal - $69 Online Package

https://docs.google.com/document/d/1gVi2DmhnixKv-GfQhye94ax9ulUm_4Rlsw_C_W2EMK4/edit?tab=t.0

Chargeback Rebuttal Letter- Signed Documentation

https://docs.google.com/document/d/156qBPqz4y_FUbo274GcHiI8ydLfb8kFXSl_jd8LZMck/edit?tab=t.0