Chargebacks can be frustrating and time-consuming for any merchant. Whether the dispute comes from a customer claiming they never received their order or questioning the validity of a transaction, defending your business against revenue loss is often a matter of providing the right evidence at the right time.
The good news? Merchants can and do win chargebacks—especially when they have complete documentation and the right systems in place.
How Often do Merchants Actually Win Chargebacks?
According to the 2024 State of Chargebacks Report, merchants win on average about one-third of the disputes they face. Depending on the type of dispute, merchants win roughly 44% of “friendly fraud” cases, but their chances plummet to just 9% when true fraud is involved. Transaction size also plays a role—low value purchases under $30 see win rates around 45%, while disputes on purchases over $300 drop closer to 28%.
Industry plays an important factor as well. Apparel sellers average a 36% success rate, while electronics merchants see closer to 17%, with travel and healthcare falling somewhere in between. These numbers paint a clear picture—while some that some merchants will find pockets of success, the overall landscape remains challenging. Winning a chargeback often requires airtight documentation, clear policies, and a proactive strategy.
What Helps a Merchant Win a Chargeback?
Winning a chargeback isn’t about luck. It’s about being prepared with the right information to prove the transaction was valid. Here are some of the most important factors:
1. Complete Transaction Records
The more detail you can provide in your response, the better. Date, time, payment method, product or service description—all of this strengthens your case. With Curbstone’s payment solutions, merchants automatically capture and store this transaction data, making it readily available if a dispute occurs.
2. Proof of Shipping and Delivery
For e-commerce or phone orders, having tracking numbers and delivery confirmation is essential. If a customer disputes an order, being able to show delivery to the correct address can be the deciding factor.
3. Customer Verification Steps
One of the simplest but most effective safeguards is verifying customer details. An AVS check on every transaction is a baseline best practice; merchants can then use their own risk tolerance to determine whether to proceed with a transaction or not if AVS fails.
4. Clear Communication Records
Emails, call notes, and even text confirmations can back up your case. The more you document, the stronger your response to a chargeback will be.
5. Organized Documentation
When a dispute happens, time is of the essence. Merchants that can quickly gather and submit evidence stand a far better chance of winning.
Protecting Your Business
At Curbstone, we know that no merchant wants to spend hours chasing down paperwork or worrying about missing information when a chargeback hits. That’s why our solutions are designed to:
Capture critical transaction data automatically
- Provide built-in verification tools like zip code/address and CVV checks
- Centralize records so documentation is ready at your fingertips
By putting these tools in place, merchants are positioned not only to process payments securely, but also to defend legitimate sales with confidence.
The Bottom Line
Chargebacks don’t have to cut into your bottom line. Contact Curbstone today to start spending less time chasing chargeback paperwork and more time focusing on your business.
