Submit your chargeback documents

Once you’ve collected the documents you’re submitting to dispute a chargeback, you’ll fill out a merchant cover letter and submit the documents to Wave. When the two actions are done, Wave’s dispute team will review your documentation and assemble your case. If there are any questions regarding your documents, you will receive an email with additional questions about your claim.

For help preparing your documents for upload, see Put together your chargeback documents.

To fill out your merchant cover letter and submit your documents:

        1. Find the email from Wave titled “[Action Required] - You have a disputed charge”.
        2. Click Step 1: Fill out your merchant cover letter. Fill out this form to create the cover letter for the document package submitted to your customer’s bank.
        3. Return to the email titled “[Action Required] - You have a disputed charge”.
        4. Click Step 2: Dispute this chargeback to upload the documents to support your claim. If a section is not relevant to your claim, you do not need to upload a document there. What documents are relevant to a claim depends on the reason for the chargeback. To learn more about what documents are relevant to the chargeback you received, read Documents that support your chargeback dispute.
        5. Click Submit documentation. You will receive an email from Wave that the documentation has been submitted successfully.

Email showing the chargeback portal

For a full timeline of the chargeback process, see The chargeback process: what to expect.

If you are experiencing an issue opening the links in your email, open Mave, Wave’s automated chatbot, and type chargeback. Mave will help collect any relevant details and direct you to the appropriate support. Learn how to open Mave in Get support with Wave.