Chargeback and Dispute Evidence Pack Assembly

• Disputes and Chargeback Manager
• Payment Operations Lead
• Merchant Risk Analyst
• Finance Controller at high-volume merchants

Each chargeback arrives with a reason code, an amount and a response deadline set by the network or the acquiring bank. Winning it depends on sending the evidence that reason code needs: an invoice, proof of delivery, authentication results, refund records or customer emails, spread across systems owned by different teams and often by the merchant.

We build a dispute evidence assistant that reads each incoming card chargeback or UPI dispute, identifies the reason code and the evidence that code requires, and gathers it from your systems and the merchant. It pulls transaction and authentication records, matches courier proof of delivery to the shipping address, checks whether a refund was already processed and extracts the relevant lines from customer emails and chats. It then drafts a representment pack: a short case summary, an evidence index and supporting documents in the order your acquirer expects. Cases where a refund already exists or the evidence is thin are marked for acceptance, with reasons. A disputes analyst reviews and decides.

• Parses chargeback notifications and bulk dispute files, including reason code, amount, ARN and deadline
• Maps each reason code to an evidence checklist your team maintains, for card networks and UPI
• Retrieves order, invoice, delivery, authentication and refund records by transaction reference
• Matches courier proof of delivery, OTP or signature confirmation to the order address
• Extracts relevant statements from customer emails and chat transcripts with timestamps
• Drafts a case summary and evidence index, and marks cases better accepted than contested

1. 01Ingest and prioritise disputesNotifications and dispute files are parsed into cases with reason code, amount, reference and deadline, then ordered by time left and value.
2. 02Gather evidenceRecords are pulled from your order, payment, logistics and support systems by transaction reference.
3. 03Check against the reason codeCollected evidence is compared with the checklist for that code; gaps trigger a structured request to the merchant.
4. 04Draft the packA case summary, evidence index and ordered documents are assembled in your acquirer's format.
5. 05Analyst reviewThe disputes analyst edits the pack and decides whether to contest or accept.
6. 06Submit and trackThe analyst submits through the acquirer portal or usual channel, and the outcome is recorded against the reason code.

1. Intake
   • Acquirer dispute file and email parser
   • Case store with deadline tracking
2. Evidence retrieval
   • Connectors to order, gateway and refund systems
   • Courier proof-of-delivery lookup
   • Support ticket and email search
3. Reasoning
   • Reason-code evidence checklists
   • LLM case summariser
   • Gap and acceptance logic
4. Review and submission
   • Analyst workspace with pack editor
   • Pack generator in acquirer format
   • Outcome tracker by reason code

A disputes analyst reviews every pack and makes the contest-or-accept decision. Nothing is submitted to an acquirer or network without that sign-off, because representment statements must be accurate and defensible.

• Payment gateway or switch transaction database
• Acquirer dispute portals and SFTP dispute files
• Order management systems or merchant APIs
• Courier and logistics tracking APIs
• Freshdesk, Zendesk or a similar support desk

• Card numbers masked or tokenised throughout; packs never include full card data
• Summaries state only what the evidence shows, with no assumed customer intent
• Deadline alerts escalate cases close to expiry
• Per-merchant access controls so one merchant's data never appears in another's pack
• No automatic submission under any condition

• Checklists follow card network and NPCI dispute rules as configured by your team, so rule changes are made in the checklist rather than in code.
• Customer personal data is used only for dispute handling, consistent with purpose limitation under the DPDP Act 2023.

• Fintech & Payments

  Settlement Report and Bank Statement Reconciliation

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