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
- Order online with the button below and pay securely by card or instant EFT (PayFast), or wait for the EFT invoice.
- Complete the short online form waiting in your client portal. It asks for everything we need - no calls, no meetings, everything on record.
- Your editable Word letters, escalation ladder and evidence log are added to your portal downloads the moment your payment is confirmed.
- The price you see is the price you pay - and if we cannot deliver what this page promises, you get your money back.
Shipment stuck or cargo paperwork wrong?
The toolkit is for repeatable courier, refund and chargeback processes. A live airfreight, seafreight or road-freight problem needs case-specific review. Choose an urgent triage (R750), a written freight-compliance case review (R1 250), or hourly compliance consulting (R950/hr). Government, clearing-agent, storage and third-party fees are separate.
Get freight-compliance helpFrequently 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’ roughly 120 day dispute cycle. Miss the bank’s 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 R30 000 without attorneys; ombud schemes cover banks and some sectors for free. The escalation ladder in the toolkit maps which route fits which dispute.
Keep exploring
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.