Disputing a Chargeback — EDI Documentation

When Should You Dispute a Chargeback?

Not every chargeback deserves a dispute. If you genuinely shipped late or forgot to send an ASN, the chargeback is valid and disputing it will waste your time and damage your credibility with the retailer. However, chargebacks are sometimes issued in error, and in those cases, you absolutely should dispute them.

You should consider disputing a chargeback when:

You have proof of on-time delivery but were charged for a late shipment (carrier tracking records showing delivery before the MABD).
You have a timestamp showing the ASN was sent on time but were charged for a late or missing ASN.
The chargeback references the wrong PO number or is for a shipment you did not handle.
You were charged twice for the same violation (duplicate chargeback).
The chargeback amount is calculated incorrectly.

The Dispute Window

Every retailer gives you a limited amount of time to file a dispute, typically 30 to 60 days from the date the chargeback was issued. After that window closes, the chargeback becomes final and cannot be challenged. This is why reviewing chargebacks promptly is so important.

What Evidence Do You Need?

A successful dispute requires documentation. The stronger your evidence, the more likely the retailer will reverse the chargeback. Gather the following before filing:

Carrier tracking records: Showing the shipment was picked up and delivered on time. Screenshots from the carrier's website with timestamps are ideal.
ASN transmission timestamp: RetailReady logs when every ASN was transmitted. This timestamp proves you sent the ASN before the deadline.
PO confirmation: The original purchase order showing the correct MABD, quantities, and item details.
Bill of Lading (BOL): Showing the correct carton count, weight, and PO reference at the time of shipment.
Photos: If the chargeback is for labeling issues or damaged goods, photos of the correctly labeled cartons or product condition at the time of shipping can be helpful.

Filing a Dispute in RetailReady

RetailReady streamlines the dispute process. Here is how to file one:

Go to the Chargebacks section and find the chargeback you want to dispute.
Click "Dispute" to open the dispute form.
Enter your dispute reason. In the dispute reason field, clearly explain why the chargeback is incorrect. Be specific and factual. For example: "Carrier tracking confirms delivery on 3/15, two days before the 3/17 MABD."
Add any additional notes in the notes field if needed.
Attach evidence files. Upload up to 3 files (PDF, images, Word, Excel, or CSV, max 5 MB each) such as carrier delivery confirmations, signed BOLs, or photos of correctly labeled cartons.
Submit the dispute. RetailReady records the dispute, stores your evidence, and updates the chargeback status to "Disputed."

Sending Your Dispute to the Retailer

After submitting a dispute, you can send it directly to the retailer from RetailReady:

Configure the retailer's dispute email. In your trading partner settings, enter the retailer's accounts payable or dispute department email address in the "Dispute Contact Email" field. You only need to do this once per retailer.
Download or send. On the chargeback detail page, you will see a "Dispute Transmission" section with two options:
- Download Package downloads a professional dispute letter (PDF) bundled with your evidence files. Use this if your retailer requires disputes through their vendor portal (e.g., Walmart's APDP, Amazon Vendor Central, Target Synergy).
- Send to Retailer emails the dispute letter and evidence files directly to the retailer's AP department. This works well for retailers that accept disputes by email.

The dispute letter is auto-generated with your chargeback details, dispute reason, and a summary of all supporting evidence RetailReady has on file (linked orders, ASN timestamps, tracking numbers, delivery dates). You do not need to write a separate letter.

Tips for Successful Disputes

Respond quickly. Do not wait until the last day of the dispute window. Prompt responses show professionalism and give you time to gather additional evidence if needed.
Keep thorough records. Save tracking confirmations, BOLs, and delivery receipts for every shipment. You may need them weeks later when a chargeback arrives.
Be specific. Vague dispute reasons like "we disagree" will not work. Reference specific dates, document numbers, and evidence.
Be professional. Even if you believe the chargeback is unfair, keep your tone factual and respectful. The person reviewing your dispute is more likely to rule in your favor if your communication is clear and professional.
Track your dispute outcomes. If you notice that disputes for certain types of chargebacks are consistently denied, it may be more productive to focus on preventing those chargebacks in the future.