Chargebacks can be a headache for moving companies, often requiring meticulous attention to detail and a compelling narrative to win the case. One crucial element in building a robust defense in the summary statement – a concise yet comprehensive account that guides representatives at card issuing banks (Visa, Mastercard, AMEX, Discover) through the intricacies of the dispute. Recognizing that these representatives may lack familiarity with the moving industry, this article provides invaluable insights into the art of crafting summary statements that may help turn the tide in your favor. 

Understanding the Significance of Summary Statements

Summary statements serve as a narrative backbone of your chargeback defense. As the primary means of communication with card issuing banks, they play a pivotal role in conveying the intricacies of the situation. Given that representatives may lack industry-specific knowledge, it is important to offer a detailed account that leaves no room for ambiguity. The merchant is always guilty until proven innocent, so this is your chance to explain why the case should be found in your favor and the funds should be deposited back to your account.

Addressing the Information Gap in Chargeback Documents

Chargeback documents received in the mail often provide limited information, typically revolving around the customer’s reason code for dispute. If the card brands do provide additional information about the customer’s complaints, which you can typically find on the 2nd or 3rd pages of the documents, make sure you are addressing each complaint the customer is claiming. It’s crucial to align your summary statement directly with the provided information. This approach not only enhances clarity but also demonstrates your commitment to addressing the customer’s concerns. 

Bridging the Knowledge Gap: Speak Their Language

Considering that representatives may not be well-versed in the moving industry, your summary statement should act as an educational tool. While we both know what a Bill of Lading is, the card brand representative might not. Clearly explain industry-specific terms and concepts in a manner that resonates. Think of supporting documents as exhibits in a courtroom, with the summary statement providing the necessary context to establish their relevance and importance.

The Art of Thoroughness: A Step-by-Step Guide

  1. Detailing the Situation: Begin your summary statement by providing a thorough overview of the situation, leaving no room for ambiguity. Assume the reader has no prior knowledge of the situation or of the moving industry.
  2. Addressing Customer Complaints: Methodically respond to each point raised by the customer in their dispute, ensuring that your rebuttals are clear, concise, and directly linked to the provided chargeback information.
  3. Explaining Supporting Documents: Treating your supporting documents as exhibits in a legal case. Clearly explain how each document supports your claims, breaking down the content in a way that is accessible to individual unfamiliar with industry-specific jargon.

In the complex landscape of chargeback disputes, a well-crafted summary statement can be a linchpin that sets your case apart. By acknowledging the knowledge gap and providing thorough, clear, and educational statements, moving companies can navigate the intricacies of chargeback disputes with confidence. 

At Remedy, our chargeback concierge service is a valuable resource for all our clients. We’re not just here to assist you in disputing chargebacks; we’re also committed to sharing essential best practices. Reach out to us by calling 714-461-2200 or sending an email to to learn more.

Remedy is powered by Chosen Payments whom is a registered ISO and FSP of Wells Fargo Bank, N.A., Concord, CA and BBVA USA, Birmingham, AL., and Elavon, Inc., N.A., Atlanta, Georgia, and Evolve Bank & Trust; Memphis, TN., and Merrick Bank, N.A., Draper, UT.