Should I contact the customer to resolve or withdraw the dispute before responding?

Yes, you should contact the customer to attempt to resolve the issue or request that they withdraw the dispute before formally responding to the chargeback. Reaching out directly can help clarify misunderstandings, address the customer’s concerns, and, if resolved, the customer can contact their card issuer to withdraw the dispute.

If the customer agrees to withdraw the dispute, ask them to provide confirmation—such as an email from their bank or a screenshot showing the dispute has been canceled—which you can submit as evidence in your chargeback response. However, even if the customer agrees to withdraw, you should still submit all supporting documentation and any evidence of the withdrawal to your payment processor, as the process can take time and the bank ultimately decides when the dispute is closed.

In summary, contacting the customer can increase your chances of resolving the dispute favorably and may expedite the process, but you should also prepare and submit your formal response and evidence as required.