Service
Chargeback & Dispute Management
Chargebacks are lost on process far more often than on merit. The deadline passes, the evidence pack is thin, or nobody files at all. We run the case work: pull the transaction record, build evidence against the reason code, file before the window closes, and report what's actually driving the disputes.
What the team handles
Chargeback & Dispute Management
- Daily monitoring of new disputes across your payment processors
- Evidence gathering — order records, delivery confirmation, contact history
- Representment packs written to the reason code and filed within the deadline
- Retrieval requests and pre-dispute alerts handled before they become chargebacks
- Refund-versus-fight decisions against thresholds you set
- Reason-code reporting, so the cause gets fixed and not just the case
We confirm scope with you during the design stage and write it into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
We set targets with you before launch. These are the measures the conversation usually starts from — the numbers attached to them are yours to define.
- 01
Disputes answered within the network deadline
Target set per client
- 02
Win rate by reason code
Target set per client
- 03
Evidence pack completeness
Target set per client
- 04
Time from notification to filing
Target set per client
- 05
Chargeback rate as a share of transactions
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about chargeback & dispute management
The questions buyers ask once the brochure stage is over.
- Can you guarantee a win rate?
- No, and be careful with anyone who does. The outcome sits with the issuing bank, and some reason codes are close to unwinnable however good the pack is. What we hold is the part that's ours: every disputable case answered, on time, with the evidence your processor actually asks for.
- Who decides whether to fight a chargeback?
- You set the rules — value thresholds, reason codes you never contest, customers you'd rather just refund. The team works inside them, and anything outside the rules comes to you instead of getting an improvised decision.
- Which processors can you work in?
- Yours. The team works in the portal you already file from, with the access you grant, and nothing gets routed through a system of ours.
- Can you stop chargebacks happening in the first place?
- Partly, and it's the higher-value half of the work. Pre-dispute alerts can be resolved before they become chargebacks, and reason-code reporting usually shows a concentration — an unclear billing descriptor, a subscription renewal nobody expected, one product that never matches its photos. Fixing those sits with you, but you can't fix what you haven't been shown.
Where it fits
Sectors that most often run chargeback & dispute management as part of a dedicated team
Next step
Talk through chargeback & dispute management for your business.
Bring your current volume, your tools and your response targets. We'll tell you what a workable team looks like — including when that's a smaller one than you expected.