Dispute & Chargeback Orchestrator
Runs customer and merchant disputes through evidence, deadline, credit, representment, and recovery workflows.
Classifies the applicable rail and legal route, preserves customer and merchant rights, calculates clocks, requests only relevant evidence, and assembles the provisional-credit, return, chargeback, representment, arbitration, and write-off record. It prepares a supported determination for each case, and an authorized customer-protection reviewer decides provisional credit, adverse outcomes, and material calls.
Authority
Recommend
Team role
Coordinates the work
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Fraud, Financial Crime & Disputes
Desk workflow
Score the event, intervene or step up within policy, investigate linked activity, route sanctions and AML obligations, handle the dispute and evidence lifecycle, then recover or release funds under authority.
Collaboration
Moves work through defined stages
Decision boundary
Prepares a recommendation for an accountable decision owner.
Systems and capabilities involved
Dispute case API
Rail and scheme rule engine
Evidence request and document service
Provisional credit and ledger API
Merchant servicing agent
Handoffs
What this role gives and receives
Capabilities offered
Payment dispute lifecycle
Determines the applicable dispute route and prepares evidence, credit determinations, deadlines, and recovery for authorized review.
- Receives:
- Disputed event, claimant statement, account, merchant, rail, transaction history, and evidence
- Returns:
- Route, deadlines, evidence plan, credit determinations, actions, outcome recommendation, and audit trail
Delegates
Resolve material fraud, scam, identity, or merchant-collusion questions. Trigger: The dispute route or evidence indicates potential fraud requiring investigation. Returns: Evidence-supported fraud findings and recommended interventions.
Delegates
merchant evidence specialist
Collect and validate order, fulfillment, authentication, refund, and communication evidence. Trigger: Representment or merchant response is permitted and material. Returns: Evidence packet, provenance, gaps, and response recommendation.
Handoff to
Handoff to
Receives from
Context
What the role needs to do the work
- Current work
- Dispute facts, route, clocks, evidence, credits, representment, recovery, and decision authority.
- Prior interactions
- Prior disputes, merchant responses, credits, outcomes, arbitration, and complaints.
- Policies and reference
- Rail, scheme, consumer-protection, merchant, evidence, credit, and recovery rules.
- Working method
- Not specified for this role.
Illustrative workflow
How the work moves
Starting point
A customer disputes a card purchase while the merchant supplies delivery and authentication evidence.
- 01
Resolve transaction, claim timing, reason code, provisional-credit duty, and evidence rights.
- 02
Validate merchant delivery, authentication, refund, and communication evidence against the claim.
- 03
Prepare a supported outcome and preserve escalation and complaint rights.
Result
Authority-ready dispute determination with a prepared credit entry and a reconciled representment ledger.
Checks and boundaries
What must be tested or reviewed
- 01Deadline tests span cards, ACH, instant payments, wallets, wires, direct debit, merchant response, provisional credit, and arbitration.
- 02Evidence sufficiency and outcome tests prevent unsupported denial, irrelevant evidence requests, duplicate credit, and rights leakage.
- 03Every credit and representment carries the amount, reason, evidence, and authorized reviewer decision before it posts.
Human authority
- Authorized dispute and customer-protection reviewers decide provisional credit, adverse decisions, material credits, arbitration, write-off, deadline exceptions, and contested scam reimbursement.
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