If your customer wants to drop their chargeback claim, they must call their credit card company to drop the dispute. They should ask their credit card company for a Letter of Affirmation to confirm the dispute has been dropped, then provide you with a copy.
If a Letter of Affirmation is not available, you can provide a written letter stating that the dispute has been dropped. The letter must be signed by the cardholder and include their photo ID.
If a letter of affirmation is not available, provide a written letter signed by the cardholder stating the dispute has been dropped, and include their photo ID.
Once received, respond to your chargeback notification email from Wave with either the Letter of Affirmation or a signed written letter with the customer ID. These documents will be submitted in your document package to be reviewed by our payment processor and your customer’s bank to verify that the dispute can be closed.
The process can take up to 90 days to resolve.
Learn more in Understand the chargeback process.
If you have questions about a chargeback, our Support Team can help. To reach them, open Mave, Wave’s automated chatbot, and request a Support Agent.