Looking to benchmark chargeback workflows: What takes the most time in your dispute process?
Hey everyone, I’m Gabriel from Brazil.
In my past role at a major company, I worked closely with the chargeback operations team. My main responsibility was to optimize their workflow and build internal automations to slash our response SLA to the absolute minimum.
Having spent a lot of time analyzing how disputes are processed, I know firsthand how messy, fragmented, and time-consuming it is to build a solid defense file (jumping between shipping tracking, platform logs, customer emails, etc.).
Now, I’m trying to understand how smaller to mid-sized e-commerce stores manage this operational headache without a dedicated enterprise team.
For those handling disputes in the trenches:
- What specific part of collecting evidence or building the defense file drains most of your team's (or your own) time?
- Is there a particular gateway or platform that makes the dispute workflow smoother, or conversely, a nightmare to extract data from?
Just looking to benchmark different workflows and understand the current bottlenecks out there. Any insights, rants, or operational advice would be awesome!