Chargeback Management · Architecture
How it works
Disputes received
284
todayRepresentments filed
146
51% coverageWin rate
58%
rolling 30 daysAvg processing days
4.2
intake to submissionTotal disputed
₹1.84 Cr
₹62.0L provisionalAgent pipeline6 modules · 4 LLM decision points
📥Dispute IntakeReceives disputes from VROL, MC Connect, and NPCI portal. Validates fields, deduplicates, and creates case.
🏷️Reason Code ClassificationClassifies ambiguous disputes, detects miscoded reason codes, suggests correct categoryLLM
📋Evidence CompilationEvaluates evidence completeness, identifies gaps, prioritizes strongest documentsLLM
✍️Representment DraftingDrafts rebuttal narrative, cites evidence refs, tailors to reason code and network rulesLLM
📤Network SubmissionSubmits representment to VROL, MC Connect, or NPCI. Tracks acknowledgment and deadlines.
📊Outcome Tracking & AnalyticsAnalyzes win/loss trends, surfaces high-risk merchants, generates daily summary reportLLM
Reason code categories6 categories
Outcome distribution284 disputes
Won
48
Lost
22
Pending
196
In Arbitration
18
By status
New · 34Classified · 28Evidence · 52Represented · 64Pre-Arb · 18Arbitration · 8Closed · 80
Case queue
10 cases
| Case ID | Card | Merchant | Amount | Network | Category | Evidence | Win Prob | SLA | Status | Outcome |
|---|---|---|---|---|---|---|---|---|---|---|
| CB-30401 | XXXX-4821 | Flipkart Internet MER-FK001 · MCC 5411 | ₹1.2L | Visa | Consumer Dispute | Complete | 2026-09-25 | Represented | — | |
| CB-30402 | XXXX-7193 | Amazon Seller Services MER-AZ002 · MCC 5999 | ₹48,200 | MC | Fraud | Collecting | 2026-09-28 | Evidence | — | |
| CB-30403 | XXXX-3350 | MakeMyTrip MER-MT003 · MCC 4722 | ₹3.1L | Visa | Consumer Dispute | Complete | 2026-09-22 | Closed | Won | |
| CB-30404 | XXXX-6614 | Netflix India MER-NF004 · MCC 4899 | ₹8,900 | Visa | Recurring Txn | Insufficient | 2026-10-05 | Classified | — | |
| CB-30405 | XXXX-2087 | Swiggy MER-SW005 · MCC 5812 | ₹67,400 | RuPay | Fraud | Complete | 2026-09-30 | Represented | — | |
| CB-30406 | XXXX-9458 | Reliance Digital MER-RD006 · MCC 5732 | ₹2.3L | MC | Authorization | Complete | 2026-09-18 | Closed | Won | |
| CB-30407 | XXXX-1125 | Zomato MER-ZM007 · MCC 5812 | ₹52,300 | Visa | Processing Error | Complete | 2026-10-02 | Pre-Arb | — | |
| CB-30408 | XXXX-8830 | Uber India MER-UB008 · MCC 4121 | ₹15,600 | MC | Point of Interaction | Collecting | 2026-10-08 | Evidence | — | |
| CB-30409 | XXXX-5547 | IRCTC MER-IR009 · MCC 4112 | ₹1.9L | RuPay | Processing Error | Complete | 2026-09-20 | Closed | Lost | |
| CB-30410 | XXXX-0291 | BigBasket MER-BB010 · MCC 5411 | ₹42,100 | Visa | Point of Interaction | Collecting | 2026-10-10 | New | — |
LLM decision points6 models
Reason Code ClassificationAnalyzes dispute narrative and transaction metadata to confirm or reclassify the reason code from the network.
Inputs
Dispute narrativeTransaction metadataMerchant MCCHistorical patterns
OutputConfirmed category + evidence template selection
High — 92% agreement with manual reviewFraud vs Genuine AssessmentCross-references cardholder behaviour, device data, and fraud engine scores to assess whether the dispute is genuine or friendly fraud.
Inputs
Falcon/FICO scoreDevice fingerprintCardholder history3DS authentication log
OutputFraud likelihood score + recommended strategy
Medium — 78% accuracy on friendly fraud detectionEvidence CompilationEvaluates available evidence against network-specific requirements for the given reason code. Identifies gaps and recommends additional documents.
Inputs
CMS recordsDMS documentsFraud engine outputMerchant communication
OutputEvidence completeness score + gap list
High — reduces evidence gaps by 40%Representment DraftingGenerates a structured rebuttal letter citing all available evidence, formatted per Visa or Mastercard template requirements.
Inputs
Evidence packageReason code rulesNetwork templatePast winning representments
OutputDraft representment letter for analyst review
High — 85% accepted without major editsWin Probability AssessmentPredicts the likelihood of winning the dispute based on evidence strength, reason code, merchant history, and historical outcomes.
Inputs
Evidence scoreReason code win ratesMerchant chargeback ratioNetwork trends
OutputWin probability (0–100) + risk-adjusted recommendation
Medium — MAE ±12 points vs actual outcomesTrend & Merchant Risk AnalysisIdentifies repeat-offender merchants, seasonal fraud spikes, and systemic processing errors across the portfolio.
Inputs
30-day dispute historyMerchant chargeback ratiosCategory breakdownNetwork bulletins
OutputRisk alerts + merchant monitoring recommendations
High — detects merchant risk 3 weeks before VAMP thresholdCompliance guardrailsAll enforced · Visa + MC + RBI + PCI
✓
Visa Core Rules — 30-day response windowSLA tracker blocks representment filing after 30 days from dispute receipt
✓
Visa TC40 — 5-day fraud reportingFraud cases auto-generate TC40 within 5 calendar days of detection
✓
Mastercard Chargeback Guide — 45-day response45-day deadline enforced; pre-arb response also within 45 days
✓
RBI Circular on Card Disputes — zero liabilityUnauthorized transactions flagged for zero-liability provisional credit within T+10 under ₹5,000
✓
RuPay Dispute Rules — 120-day chargeback windowRuPay disputes accepted up to 120 days; representment within 45 days
✓
PCI-DSS — masked card data, encrypted channelsAll card numbers masked (XXXX-XXXX-XXXX-last4); evidence transmitted over TLS 1.3 only
✓
Human-in-the-Loop — analyst review mandatoryAll representments require analyst sign-off; disputes above ₹50,000 need manager approval
✓
Fraud Reporting — TC40/SAFE mandated filingsTC40 (Visa) and SAFE (Mastercard) reports auto-filed for confirmed fraud; NPCI SFMS for RuPay
✓
Financial Provisioning — AS-29 / Ind AS 37Provisional credits booked as contingent liability; reversed on win, confirmed on loss
Connectors required10 integrations
Visa Resolve Online (VROL) / MC ConnectPrimary dispute channel for Visa and Mastercard — intake, representment filing, pre-arb and arbitration
ISO 8583 + RESTBidirectional
RuPay Dispute Resolution (NPCI)Dispute intake and representment for RuPay network via NPCI dispute resolution portal
REST API + SFTPBidirectional
Card Management System (CMS)Card lifecycle data — issuance, limits, blocks, PIN changes, 3DS enrollment status
REST API / JDBCRead
Core Banking System (CBS)Account data, provisional credits, final debits/credits, ledger postings for dispute amounts
REST + ISO 20022Bidirectional
Merchant Acquiring SystemMerchant details, MCC, chargeback ratios, acquiring bank references for representment
REST APIRead + Query
Fraud Detection Engine (Falcon/FICO)Real-time fraud scores, device fingerprints, velocity checks, TC40/SAFE filings
REST API + StreamingRead
CRMCardholder interaction history, complaint records, previous dispute outcomes
REST APIBidirectional
Document Management SystemStores and retrieves evidence documents — delivery proofs, signed receipts, correspondence
REST + S3Read + Write
Notification GatewaySMS, email, and push notifications to cardholders on dispute status and provisional credits
REST + WebhookOutbound
LLM APIClaude API — reason code classification, evidence evaluation, representment drafting, trend analysis
HTTPSRequest/Response
End-to-end agent workflowFull orchestration pipeline
Complete chargeback lifecycle for Visa, Mastercard, and RuPay card disputes — from customer complaint intake through reason code classification, fraud assessment, evidence compilation, representment drafting, pre-arbitration, and final arbitration.
Workflow execution sequence
Node types & classificationsStartLLM Decision PointDecision GateEscalationOutcomeHuman-in-the-LoopProvision / Protocol