Card Chargebacks: Every Dispute Represented or Accepted on Its Evidence, Not Its Deadline

Every chargeback has a deadline, a reason code and evidence somewhere else

A chargeback arrives with a reason code and a date by which the merchant must respond. The desk decides whether to represent it with evidence, represent part of it, or accept it, and that depends on what the evidence shows: a delivery scan, a signed receipt, the customer's own messages, or a refund that already went out. The disputes worth fighting go to analysts, who build the response package.

Disputes are tracked in Attio, evidence files sit in Box, and refund confirmations sit in the customer care mailbox in Outlook. The win-probability worksheet is generated in Google Drive from an evidence checklist. Delivery confirmations, processor extensions and customer withdrawals arrive by email, each changing one or two disputes, and the analyst caseload has to change with them.

Who works in the room

Ryan is the default agent in the chargebacks room and leads the dispositions and the caseload plan. Nova takes the worksheet and the scores, because recomputing them against the checklist is its specialty. Ryan reads Attio, Box and the Outlook refund history with a lasting grant the disputes lead approved for this room. When Ryan finishes a re-assessment, it mentions Myco in the thread with each dispute and its new status, and Myco drafts the reply on the right email thread.

How a dispute cycle runs

The response policy sets the rule order, the analyst tiers and the recording fields. It sits in Google Drive, and the room guidelines say what needs a person: every status, every assignment and every reply.

Late evidence, extensions and withdrawals

New evidence sends a dispute through the full rule order again, not just past the rule it answers. A delivery confirmation can make an accepted dispute worth representing, and a dispute that becomes eligible needs an analyst from the right tier before anyone builds the package. Ryan assigns the next analyst with capacity in that tier and shows the caseload before and after.

A deadline extension is easier to misread. More time to respond does not make a dispute winnable, so Ryan re-derives the extended dispute from its evidence and leaves it accepted if the evidence still falls short. A withdrawal goes the other way: it closes the dispute whatever its status, and the analyst assignment is cleared so the caseload stays accurate. Every one of these turns is in the run history, which the disputes lead can open when a processor asks why a response was or was not filed.

What the checks catch

• A dispute set to represent only because its deadline was extended
• A newly represent-eligible dispute left without an analyst
• A withdrawn dispute still holding a place in an analyst's caseload
• Scores recomputed under the new weights for disputes that are not set to represent
• A dispute marked for representment when Outlook shows the refund already went out

What stays with people

• Approving every status, score and analyst assignment before Attio is written
• Building and filing each response package with the processor
• Sending replies on delivery and processor threads, which Myco prepares as drafts in Gmail
• Signing the cycle close-out

Integrations in this workflow

Kylon is not a chargeback management tool or a payment processor, and it does not replace one. It works across the records and mailboxes the disputes team already uses and holds the coordination between them.

• Attio
• Box
• Gmail
• Google Drive
• Outlook
• Slack

• Attio tracks every dispute with its status, score, track, analyst and deadline, plus the close-out notes
• Box keeps each dispute's evidence file and the worksheet review file
• Outlook holds the refund confirmations the rules check before a dispute is represented
• Google Drive keeps the response policy, the checklist weights and the generated worksheet
• Gmail carries delivery confirmations, extensions and withdrawals, and each reply is a draft an analyst sends
• Slack is where analysts flag capacity and customer care flags withdrawals

Where to start

Begin with one cycle and a single reason code. Connect the Attio list where disputes are tracked and the Box folder of evidence files, and set down one rule in the room guidelines: new evidence re-runs the full rule order, a deadline change alone never sets a dispute to represent, and the disputes lead approves every status before it is written.

“More time to respond is not more evidence. The room keeps those two apart.”

Set it up with your agent

Open a new Room, add your agent and paste this prompt. It connects the tools, builds the App with you and asks for your rules one step at a time, and nothing goes out until a person approves it.