Bankingappemailbranch

Chargeback dispute handling

Dispute captured, evidence assembled and filed with the card scheme; large provisional credits go to approval.

In short

Chargeback dispute handling is an agent scenario in the Banking sector running on the app, email, branch channels. Trigger: "I don't recognise this / goods not received" dispute in app or branch. The Dispute Supervisor coordinates 3 specialist agents (Intake Agent, Evidence Agent, Filing Agent) across 4 systems (Card Management, Document Store (S3), Visa / Mastercard Dispute API, Email (Exchange)); of 10 steps, 2 write to systems and 2 are checks or approvals. Outcome: Chargeback filed with the scheme, provisional credit posted, customer knows the timeline. Approval rule: Amount > 2,500 → dispute team lead approval before provisional credit.

Banking

Chargeback dispute handling

run #41,287,624elapsed 0 mstokens 0est. cost $0.000status —Approval rule: Amount > 2,500 → dispute team lead approval before provisional credit

Agents in this run

Dispute Supervisorsupervisorplans, routes, approves

Intake Agentaginies-sunkar-1 · on-premClassifies the dispute, identifies the transaction and reason code

Evidence Agentaginies-tulpar-4 · on-premBuilds the evidence pack from transaction and merchant data

Filing Agentaginies-talay-2 · on-premPosts provisional credit, files with the scheme, informs the customer

Audit trail00:00.00

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
■completed

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus

Trigger

"I don't recognise this / goods not received" dispute in app or branch

Outcome

Chargeback filed with the scheme, provisional credit posted, customer knows the timeline

Agents

SUPERVISOR

Dispute Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-sunkar-1 · on-prem

Intake Agent

Classifies the dispute, identifies the transaction and reason code

classify_disputeextract_transactionmap_reason_code

aginies-tulpar-4 · on-prem

Evidence Agent

Builds the evidence pack from transaction and merchant data

get_transaction_detailget_merchant_historyfetch_customer_docsdraft_dispute_summary

aginies-talay-2 · on-prem

Filing Agent

Posts provisional credit, files with the scheme, informs the customer

post_provisional_creditfile_chargebacksend_email

Steps

#	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	—

Simulation metrics (estimated)

9,800runs / month

95.2%success

7.1 sp50

$0.0048est. cost / run

Approval rule

Amount > 2,500 → dispute team lead approval before provisional credit

Step profile

ingest · 1plan · 1retrieve · 1reason · 1tool · 1verify · 1approval · 1write · 2notify · 1

SYSTEMS

Card Managementcore
Document Store (S3)storage
Visa / Mastercard Dispute APIapi
Email (Exchange)email

What you need to run it

Read/write API or MCP server and a service account for the core system
Read access to the document store and the document types
Credentials and a test environment for the enterprise APIs involved
Mailbox access (Microsoft 365 or Google Workspace)
An authorised role and approval channel for the approval rule (mobile approval card, e-mail or ticket)
SSO with the organisation’s identity provider and a scenario-specific authorisation group

Global pattern

Mirrors end-to-end dispute automation aligned with Visa/Mastercard scheme rules at card issuers

Packages that include this scenario Fraud and dispute operations → Sector: Banking →

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Time to move from experimenting with AI to transforming with it.

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Your 2–3 priority problems
Live demo of a similar scenario
Roadmap starting with value analysis