🧠 Purpose
Use this feature to automatically prepare and submit evidence for chargebacks, reducing manual workload and improving response consistency. This guide explains:
- What happens behind the scenes
- How to enable Automation step by step
- Data sources we pull from and how to validate them
- Best‑practice workflows and troubleshooting
TL;DR Once your processor is connected and automation is toggled on, ChargeResolve will detect new disputes every 15 minutes, assemble an evidence packet, submit it to the issuer, and update the case status in the dashboard.
🗺️ How the System Works (High‑Level Flow)
- Detection → Polls the processor’s dispute endpoint or receives a webhook (Stripe, NMI, Verifi, Ethoca).
- Evidence Assembly → Gathers order, billing, shipping, policy, and communication logs.
- Rules Engine → Evaluates your automation rules (e.g. “auto‑submit if amount ≥ $100 & reason = fraud”).
- Submission → Formats evidence to issuer requirements (PDF or XML) and uploads via API or SFTP.
- Tracking → Stores provisional status, polls for updates, and posts final outcome (Won / Lost).
📊 Placeholder: flow‑diagram image
🔑 Prerequisites
- You are an Admin user in ChargeResolve.
- At least one payment processor/gateway is connected (Stripe, NMI, Braintree, Authorize.net, PayPal) and syncing disputes.
- Policies (T&C, Refund Policy) are uploaded in Settings → Evidence Assets.
💡 Tip – Use Sandbox/Test mode first if your processor supports it (Stripe & NMI do).
🛠️ Setup Guide
1. Connect Your Processor
- Navigate: Settings → Integrations
- Click Connect on your gateway (e.g. Stripe) and complete OAuth or API‑key form.
- Wait for Status = Connected.
📸 Placeholder: screenshot of Integrations list
2. Verify Data Feeds
- Go to Dashboard → Disputes. Confirm you see recent disputes with Status = Open.
- If no disputes appear, check webhooks / API keys.
3. Configure Automation Rules
- Navigate: Settings → Disputes → Automation
- Toggle Enable Automation.
- Set optional conditions:
- Minimum dispute amount (e.g. $100)
- Allowed reason codes (e.g. exclude "Product Not Received")
- Manual review flag (require approval before submission)
📸 Placeholder: screenshot of Automation rules UI
4. Test a Submission (Recommended)
- Mark a non‑critical dispute as Test in the processor sandbox.
- Watch the Activity Log for assembled evidence and submission timestamp.
- Confirm status changes to Submitted → Under Review.
5. Monitor & Iterate
- Dashboard → Disputes shows real‑time status (Won / Lost / Pending).
- Export CSV or use the Insights tab to filter by card network, reason code, or rule match.
📦 Evidence Components (Automated)
Source | Data Pulled |
Order DB | Amount, item description, invoice number |
CRM | Customer email, phone, last login IP |
Shipping | Carrier, tracking URL, delivery confirmation |
Policies | Full ToS & Refund Policy PDFs |
Support | Last 5 email or chat transcripts |
You can add custom docs via “Upload Evidence” if an element is missing.
🚦 Workflow Modes
Mode | Description |
Auto‑Submit(default) | As soon as evidence compiles, system files without human review. Best for high‑volume merchants. |
Review → Submit | Evidence packet is saved as Draft. Admin clicks Submit after QA. |
Manual Only | Automation disabled; use the Evidence Builder but submit yourself. |
Change modes anytime under Settings → Disputes → Automation.
🛡️ Best Practices
- Upload clear policy PDFs so issuers can’t dispute your terms.
- Whitelist your support@ email so email transcripts sync automatically.
- Set a Minimum Amount to avoid wasting responses on minor disputes.
- Review lost cases quarterly to refine rule logic and evidence gaps.
🧰 Troubleshooting
Use Logs → Dispute Automation for real‑time errors.
Issue | Likely Cause | Fix |
Dispute not detected | Webhook/API not enabled | Re‑enter API keys, resend test webhook |
Evidence missing tracking info | Order system not passing tracking number | Add tracking field mapping in Settings → Data Sources |
Submission rejected | PDF > 10 MB | Remove high‑resolution images, re‑submit |
❓ FAQ (Quick‑Reference)
- Does automation hurt my win rate?
No—consistent formatting typically improves issuer acceptance.
- Can I override a case manually?
Yes—just click Stop Automation on the dispute’s detail page.
- How long until a final result?
Card‑network cycles vary: Visa/MC 5–15 days, AMEX up to 30 days.
➡️ For more questions visit Main FAQ Page
🔗 Related Articles
- Connecting Stripe
- Evidence Assets: Uploading Policy Docs
- Interpreting Dispute Insights Dashboard
📭 Need Help?
If you run into setup issues, email support@chargeresolve.com or open a live‑chat in your dashboard.