Rebuttal letters

The rebuttal letter is the cover argument on every evidence packet — the written case, addressed to the bank, that ties your evidence together. DisputeDash ships sensible defaults, but you can tailor the wording to your brand’s voice and your strongest arguments.

One template per reason category

You keep one rebuttal letter per dispute reason category (for example, one for “item not received,” one for “product unsatisfactory”). When a dispute arrives, DisputeDash picks the letter that matches its category, fills in the order’s details, and includes it in the packet.

Writing a letter

In the editor you can set:

Letter name and any alias reason codes it should also cover.
The letter body, with variables that fill in automatically — order ID, tracking number, customer name, totals, dates, and more (around 30 are available; insert them from the editor).
Conditional snippets that appear only when relevant:
- a delivered vs in-transit passage,
- a subscription passage,
- a customer-service passage (included only when a matching support contact is found via Zendesk).
A digital-only flag, so digital products use appropriately different wording.

The live preview shows the letter with sample data and lets you toggle the snippets to see each variation.

Saving and scope

When you save, you choose the scope: all brands (the global default) or this brand only (an override). For per-brand customization, diffs, and promoting an override back to global, see Brand-specific templates.