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Responding to a Chargeback

How merchants can respond to chargebacks

If you have received a chargeback notification and you intend to respond, here is how you can submit the response.

1. What You Need to Submit

Prepare a brief rebuttal statement explaining why the transaction was valid and include any available supporting documentation, such as:

  • Signed receipts or invoices

  • Proof that the cardholder authorized or participated in the transaction

  • Customer correspondence

  • Proof of delivery or services rendered (if applicable)

  • Any other relevant records

If applicable, we also recommend including your Return, Shipping, or Cancellation Policies.

2. How to Submit Your Documentation

Once you have gathered your supporting materials, you may submit them using one of the following methods:

Online Upload to the Merlink Dispute Resolution System (Recommended):
​https://merlinkresponse.com/

OR

Fax: Merlink at (706) 644-5210

If Uploading Online (Merlink DRS Dispute Resolution System)

You will need the following information:

  • Chargeback case number - you can find this in TSYS mReports 'Chargeback Adjustment' report.

  • Chargeback amount

  • Your contact email address (as listed in mReports)

You can locate the case number and chargeback amount in CBOS (mReports):

  1. Log in to your account.

  2. Navigate to Chargeback Adjustments.

  3. Set the date range from the previous month through today.

  4. Scroll to the far right to locate the Case Number and Chargeback Amount.

  5. Enter this information in Merlink DRS and select "Respond to Case" to upload your documentation.

If you have any questions or need assistance, Merlink Support is available at (866) 637-5467

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