Escalations Toolkit
Courier lost the parcel, customer filed a chargeback, refund demand looks wrong: the businesses that win these fights are the ones with the right letter, sent inside the deadline. Check your deadline below, then get the letters.
What is included
- Chargeback representment letter: the evidence bundle banks actually read
- Courier claim letter with the POD, waybill and value proof checklist
- Refund demand and refusal letters for both sides of a dispute
- Letter of demand template before small claims or attorney stage
- Escalation ladder: who to contact at banks, couriers and ombuds, in order
- Evidence log spreadsheet so every dispute is documented from day one
How ordering works
- Email us with the button below. You get our written questionnaire back the same business day.
- Answer in writing at your own pace. No calls, no meetings, everything on record.
- We customise the letters and escalation ladder to your business from your questionnaire and email the toolkit within three business days.
- Pay the fixed price on delivery by EFT. The price you see is the price you pay.
Frequently asked questions
How long do I have to respond to a chargeback in South Africa?
Your acquiring bank typically gives you 7 to 14 calendar days to submit evidence, inside the card schemes\u2019 roughly 120 day dispute cycle. Miss the bank\u2019s date and the money is usually gone, so treat the notification date as day zero.
Can I fight a chargeback and win?
Yes, with the right evidence: proof of delivery with signature, your displayed terms, communication history and transaction data. Representments with a structured evidence bundle win far more often than a plain email saying the charge was valid.
How long do couriers give you to claim for a lost or damaged parcel?
Most SA couriers require written notice within 7 days of delivery (or expected delivery) and a full claim within about 30 days, per their standard trading terms. Check your waybill terms; the toolkit letter cites them for you.
How quickly must I pay a refund I have agreed to?
For ECTA online cooling off cancellations, within 30 days. For CPA defective goods refunds, without undue delay once the choice of refund is made. Sitting on an agreed refund is what turns complaints into chargebacks and ombud cases.
When should I escalate to an ombud or small claims court?
After a written demand with a deadline has been ignored. Small claims court handles disputes up to R20 000 without attorneys; ombud schemes cover banks and some sectors for free. The escalation ladder in the toolkit maps which route fits which dispute.
Chargeback and courier claim windows are set by bank, card scheme and courier terms and vary by provider; the checker shows common defaults, and your own bank or waybill terms take precedence. Free tools are estimates. Packs are templates and guidance, not legal or financial advice.