When a customer files a chargeback through their credit card company or bank, you will receive an email notification with the dispute details. Follow the steps below to understand what to do, how to gather the right evidence, and how to submit your dispute effectively.
1. Review the Chargeback Notification
Read the chargeback email carefully. Note the reason code, the disputed amount, and any deadlines listed by the bank. Chargebacks are time-sensitive, and missing the submission window can result in an automatic loss.
2. Contact the Customer
Reach out to the customer to clarify why the dispute was filed.
Save all communication, including emails, texts, or screenshots. These may be used as evidence.
If the customer says they filed the chargeback by mistake (for example, they didn’t recognize your shop name on their statement), ask them to provide written confirmation stating they will contact their bank to withdraw the dispute.
This step can sometimes resolve the situation without needing full evidence submission.
3. Gather Supporting Documentation
Collect any proof that validates the order, its delivery, and your communication with the customer. Recommended documentation includes:
Delivery Evidence
Delivery confirmations
Driver logs
Delivery signatures
Delivery photos (if available)
Order & Transaction Details
Order receipt
Item details and descriptions
Notes added by the customer or shop
Customer Communication
Emails or messages showing order confirmation, fulfillment updates, or attempts to resolve concerns
Any written statements from the customer acknowledging the order or reversing the dispute
Tip: Scan or take clear digital photos of paper documents and save everything to your computer before proceeding.
4. Important: Prepare All Evidence Before Submitting
Evidence can only be submitted one time.
Do not move to the submission step until you have gathered all supporting documents and information you intend to use.
5. Submit Your Dispute Evidence
When you’re ready:
Locate the disputed order in your Orders list.
In the order details within the Lovingly Assistant panel, click “Submit Evidence.”
Upload all relevant documentation.
Add any details that strengthen your case (e.g., delivery confirmation, customer acknowledgment, customer error, or order accuracy).
Click “Submit Evidence.”
Once submitted, the evidence is sent directly to the credit card company or bank handling the dispute.
6. What Happens Next
The bank reviews the evidence and makes a final decision.
If the dispute is resolved in your favor, the disputed amount is returned to your bank account.
Resolution timelines vary but can take up to 60 days.
Banks do not share the rationale behind their decisions, and Lovingly is not notified of specific reasons for approvals or denials.
Following these steps will give you the strongest possible position to dispute a chargeback successfully.
If you need further assistance please chat in via your Lovingly Account and our team will be more than happy to help.