Chargeback dispute handling
Dispute captured, evidence assembled and filed with the card scheme; large provisional credits go to approval.
Chargeback dispute handling
- In-app dispute: 3,200 transaction dated 12 Mar, "goods not received"
- Reason code 13.1 (goods not received) · within the 120-day window → valid
- Plan: transaction detail → merchant history → evidence pack → file with scheme
- Transaction detail pulled; merchant MCC 5732, 14 disputes in the last 90 days
- Customer's order email and courier tracking screenshot retrieved
- Evidence summary: no delivery record, merchant unresponsive → strong case
- Amount > 2,500 → dispute team lead approved provisional credit
- Provisional credit of 3,200 posted to the account
- Chargeback filed with Visa, case #CB-20481
- Email to customer: case number and 45-day timeline
Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
"I don't recognise this / goods not received" dispute in app or branch
Chargeback filed with the scheme, provisional credit posted, customer knows the timeline
Agents
Dispute Supervisor
Decomposes the objective, delegates to agents, manages approval points, merges the result.
Intake Agent
Classifies the dispute, identifies the transaction and reason code
classify_disputeextract_transactionmap_reason_codeEvidence Agent
Builds the evidence pack from transaction and merchant data
get_transaction_detailget_merchant_historyfetch_customer_docsdraft_dispute_summaryFiling Agent
Posts provisional credit, files with the scheme, informs the customer
post_provisional_creditfile_chargebacksend_emailSteps
| # | Kind | Agent | What happens | System | ms | tok |
|---|---|---|---|---|---|---|
| 01 | ingest | Dispute Supervisor | In-app dispute: 3,200 transaction dated 12 Mar, "goods not received" | — | 200 | — |
| 02 | verify | Intake Agent | Reason code 13.1 (goods not received) · within the 120-day window → valid | — | 560 | 520 |
| 03 | plan | Dispute Supervisor | Plan: transaction detail → merchant history → evidence pack → file with scheme | — | 300 | 210 |
| 04 | tool | Evidence Agent | Transaction detail pulled; merchant MCC 5732, 14 disputes in the last 90 days | Card Management | 440 | — |
| 05 | retrieve | Evidence Agent | Customer's order email and courier tracking screenshot retrieved | Document Store (S3) | 380 | — |
| 06 | reason | Evidence Agent | Evidence summary: no delivery record, merchant unresponsive → strong case | — | 1,100 | 1,450 |
| 07 | approval | Dispute Supervisor | Amount > 2,500 → dispute team lead approved provisional credit | — | 2,800 | — |
| 08 | write | Filing Agent | Provisional credit of 3,200 posted to the account | Card Management | 480 | — |
| 09 | write | Filing Agent | Chargeback filed with Visa, case #CB-20481 | Visa / Mastercard Dispute API | 620 | — |
| 10 | notify | Filing Agent | Email to customer: case number and 45-day timeline | Email (Exchange) | 240 | — |
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