Dispute & Chargeback Agent
Handles dispute intake through chargeback adjudication.
Takes the customer's dispute, gathers the evidence, applies the network rules (Visa/Mastercard reason codes), and prepares the chargeback filing or defense. An accountable disputes officer approves filings above a threshold and signs off the customer-facing resolution before it is sent.
Authority
Recommend for approval
Team role
Completes a defined task
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Fraud Detection
Desk workflow
Real-time scoring with step-up or block in-flight, then customer contact. Dispute intake follows, through chargeback adjudication and recovery.
Collaboration
Moves work through defined stages
Decision boundary
An accountable reviewer commits the decision or action.
Systems and capabilities involved
Disputes platform
Network rules reference library
Merchant + transaction records
Customer comms
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
Receives from
Context
What the role needs to do the work
- Current work
- The dispute case + evidence gathered.
- Prior interactions
- Not specified for this role.
- Policies and reference
- Card-network chargeback rules and reason codes.
- Working method
- Winning-evidence playbooks per merchant category.
Checks and boundaries
What must be tested or reviewed
- 01Win-rate and customer-satisfaction tracked per cohort.
- 02Provisional-credit decisions above a threshold route to an accountable officer (Reg E); the agent re-derives the decision as QA.
Human authority
An accountable reviewer commits the decision or action.
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