Chargeback representment and card dispute operations outsourcing

A specialist queue makes sense when a processor supplies the dispute but the evidence lives in several systems. A subscription merchant may have cancellation history in its billing tool and the customer’s conversation in its help desk. A payment facilitator may need to chase records across several merchants before a deadline. Tell us which records your reviewer can access and which need an authorized owner.

• Subscription cancellation: match the disputed renewal to the terms shown at checkout, cancellation history, and any refund already issued.
• Product not received: trace the specific order, relevant delivery or usage record, and the customer’s correspondence about that order.
• Credit not processed or duplicate charge: reconcile the disputed transaction against the refund or the second payment and flag an unresolved discrepancy.

Representment is the merchant’s response to a disputed card transaction through its processor or acquirer. Actigy BPO can prepare this response in your approved systems. The reason for the dispute determines what evidence belongs in the file.

• Triage the queue.Read the stated reason and response deadline, record the merchant owner and flag cases requiring immediate review.
• Build the evidence pack.Assemble only relevant, permitted records, write a dated sequence of events and identify missing or contradictory evidence. Escalate when the records support accepting the dispute.
• Review and hand off.Check that the response addresses the reason code, redact unrelated information and route the draft to your authorized reviewer. Record the approval, submission status and next owner.
• Close the loop.Separate pending, accepted, won and lost cases. Send recurring causes, such as an unclear billing descriptor or a refund delay, to the team that can correct them.

Your payments owner sets the acceptance policy, refund authority, case thresholds and submission permissions. Actigy BPO prepares the file and escalates exceptions under that policy. The processor or acquirer handles the network route. In an ordinary merchant dispute, the cardholder’s issuer reviews the evidence and decides the outcome. Pre-arbitration, legal representation and issuer-side cardholder complaints require separate handling.

Choose one processor and a representative reason-code group. Agree the operating hours, reviewer, submission authority and access permissions. Start by comparing draft responses against your reviewer’s decisions on a historical sample. Move to live cases only after your owner accepts the checklist and access controls.

• Baseline: count incoming cases, remaining time before deadline, evidence gaps, handling time and existing review corrections.
• Pilot evidence: review a redacted example response, the deadline queue, cases waiting on merchant records, and corrections made by your reviewer.
• Acceptance: agree the on-time handoff target and evidence-quality checks before work starts. Review outcomes for decided cases only. Separate pending cases and report recoveries after processor and service costs.
• Pricing: the quote depends on case mix, average handling time, coverage, number of processors and reviewer workload. Scope and price the pilot before deciding whether to expand.