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Using explanations to refute chargebacks

When you receive a chargeback you want to fight, the score detail modal is your evidence packet. Every flagged order has a structured record of what fraud signals fired, and (with an LLM key configured) a plain-prose summary you can drop straight into a Stripe or PayPal dispute response.

If the order was NOT flagged

An approved-then-charged-back order still has a row in wfg_risk_scores with the score and rule contributions. Open the order in WC, click the WooFraudGuard meta box\’s View full breakdown, and you have the same evidence as a flagged order — except your prose narrative will emphasise that the order passed every available fraud signal at the time of purchase.

If the order WAS flagged

You auto-cancelled or held this order, then the customer reached out, you released it, and now they\’re disputing. The score detail modal shows the rule contributions and the LLM explanation — combined with your audit log of the customer\’s outreach, you have a strong \”we exercised reasonable care\” position.

Composing the response

Both Stripe and PayPal accept text + file attachments. Recommended structure:

  1. Open with: \”We use WooFraudGuard to evaluate every order for fraud risk.\”
  2. Paste the LLM-generated explanation paragraph from the score detail modal.
  3. List the top 3 firing rules with their contributions.
  4. Attach: order confirmation, shipping tracking (if applicable), any customer correspondence.
  5. Close with: \”Despite this risk evaluation, we processed the order in good faith based on the customer\’s representations.\”

This isn\’t legal advice. Win rates depend heavily on the dispute reason code (fraudulent, product_not_received, etc.) and the gateway. But a structured evidence packet wins more than no packet, and WooFraudGuard gives you that packet for free.