We will inform you via e-mail in the event we receive a dispute letter from the bank. Additionally, we will attempt to call you on your nominated phone number.
The e-mail may look like this:
Subject Title:
Bambora Chargeback Notification - Reference Number: xxxxxx - Action by {{Due Date}}
Body Message:
Dear Client,
We received a chargeback request because one of your customers has raised a dispute with their financial institution for the following transaction(s):
Customer Name: John Smith
Transaction Amount: $XX.XX
Receipt Number: XXXXXXXX
Date/Time: DD/MM/YYYY
Please see the screenshot(s) below:
(Screenshot of transactions details)
If you have arranged a refund with your customer, please respond to this E-Mail to advise that you have resolved this matter. If you believe this chargeback request is not valid, you will need to provide:
1. Invoices and Transaction receipts.
2. Details surrounding this dispute, including why (in your opinion) this dispute has been raised and why it is invalid.
3. Any other relevant documentation for us to supply to the bank to support the dismissal of this claim.
Please note: This chargeback dispute requires a response by DD/MM/YYYY.
If you fail to provide any documents by the response date, the chargeback will proceed and your registered bank account will be debited for $XX.XX and $30 dispute fee.
For your reference, we have also attached the chargeback documentation we have received from the bank.
Please note: The attachment might appear as a link at the bottom of this email.
If you have any further queries, please don't hesitate to contact us on 1300 721 163 (AU) / 0508 477 477 (NZ).
Kind regards,
Agent Name