How do I determine if contacting the customer will increase my chances of winning?

You can determine if contacting the customer will increase your chances of winning a chargeback dispute by assessing the customer’s willingness to engage and resolve the issue. If the customer is responsive, communicates openly, and appears willing to work toward a solution, your chances of a favorable outcome improve—this is a strong indicator that resolution is possible and that the customer may even withdraw the dispute if their concerns are addressed.

On the other hand, if the customer is unresponsive or unwilling to discuss the matter, it may signal that they are not interested in resolving the issue directly, which could make it less likely that contacting them will change the outcome. Consistent and constructive communication from the customer is a positive sign, while a lack of effort or engagement is often a red flag that resolution through direct contact is unlikely.

In summary, evaluate the customer’s past and current communication patterns. If they show effort and openness, reaching out is likely worthwhile; if not, focus on preparing a strong documentary response for the chargeback process.