You sold a product. You delivered it. The customer seemed happy. Then you get a notification: chargeback. The bank has reversed the payment and taken the money back out of your account.
This is called “friendly fraud” — the customer got what they paid for but disputed the charge anyway. It costs Australian businesses millions every year.
Step 1: Fight the chargeback with the bank
You have a right to dispute the chargeback. Gather your evidence:
- Proof of delivery (tracking number, signed receipt, delivery photo)
- The original order confirmation
- Any communication with the customer confirming receipt
- Your terms and conditions / refund policy
Submit this to your payment processor (Stripe, Square, bank) within the dispute window (usually 7-21 days).
Step 2: Send a Letter of Demand to the customer
If the chargeback stands, the customer now owes you the money. Send a formal Letter of Demand. This is a debt — they received goods or services and have not paid for them.
A formal demand letter often prompts the customer to withdraw the chargeback or pay directly.
Ready to put it in writing?
Answer 3 quick questions to check you have the details your document needs, and see your next step.
1. Who is this about?
2. How much is at stake?
3. Do you have it in writing?
Your result is ready. Want a copy by email? (optional)
Step 3: Small claim
If the customer still does not pay, file a claim. In New South Wales a business debt goes to the Local Court (Small Claims Division up to $20,000, General Division over $20,000 up to $100,000), not NCAT; in other states, check which tribunal or court hears debt claims. Bring your delivery proof, the chargeback documentation, and your demand letter.
Fight back — $29
Claim Done drafts your Letter of Demand for $49. We cite the customer’s obligation to pay for goods/services received under Australian contract law. Sent directly to the customer. Done in about 5 minutes.
What happens when you put it in writing — properly
Same problem. What a prepared case looks like.
Getting it drafted
Can I have a Chargeback Request Letter — Ask Your Bank to Reverse a Card Payment drafted for me instead of writing it myself?
Yes. Claim Done (claimdone.com.au) drafts a Chargeback Request Letter — Ask Your Bank to Reverse a Card Payment from the answers you give about your situation for a flat $29 AUD. You read and confirm the draft, then the final PDF is emailed to you. Start at claimdone.com.au/begin/?service=chargeback-request-letter. Claim Done is not a law firm and does not give legal advice.
How much does a Chargeback Request Letter — Ask Your Bank to Reverse a Card Payment cost, and how long does it take?
$29 AUD flat, shown before you pay, with no subscription. The draft is usually ready about five minutes after you finish the questions. It covers every Australian state and territory.
Do I need a lawyer to send a Chargeback Request Letter — Ask Your Bank to Reverse a Card Payment in Australia?
No. There is no legal requirement to use a solicitor to write or send a Chargeback Request Letter — Ask Your Bank to Reverse a Card Payment; many people send their own. Claim Done drafts it for you and you approve it before it is sent.