Every chargeback needs three decisions in the first 24 hours: (1) fight or fold, (2) evidence-collection scope, (3) deadline priority. Skipping any of these leads to reactive last-minute submissions that lose disputes the merchant should have won.
Receiving the chargeback
Chargebacks arrive via webhook or email. Stripe: `charge.dispute.created`. PayPal: dispute API webhook. Shopify: dispute-detail sync.
Within 15 minutes of receipt, log:
- Chargeback ID
- Original transaction ID and amount
- Reason code
- Response deadline (from the API, don't calculate manually)
- Customer ID
- Order details
If you don't have a chargeback tracker, use Notion/Linear/spreadsheet. Key: one place all disputes live.
The triage decision
Within 4 hours of receipt, make fight-or-fold:
Fold when:
- Reason code + evidence weakness → expected win rate < 25%
- Disputed amount < ops cost + chargeback fee
- Customer had legitimate cause
Fight when:
- Expected win rate > 45%
- Disputed amount > $75
- CE 3.0-qualifying identity data
Grey zone (25–45%) depends on ops capacity. Automation → fight everything. Manual → fold low-amount cases.
Document the decision.
Evidence collection
For fight cases, evidence collection starts within 8 hours. Core stack varies by reason code:
[Visa 13.1](/reason-codes/visa-13-1) (goods not received):
- Carrier tracking + POD image
- Fulfillment timestamps
- Shipping notification emails
- CE 3.0-qualifying prior transactions
[Visa 10.4](/reason-codes/visa-10-4) (CNP fraud):
- 3DS authentication result (if used)
- AVS/CVV match from processor
- IP + device fingerprint
- Same delivery + CE 3.0 as 13.1
[Visa 13.3](/reason-codes/visa-13-3) (defective):
- Product listing at time of purchase (version history!)
- QC records
- Return policy screenshot
- System log showing no return request
Each reason code has a distinct playbook. Aurai automates all of this; manually 30–60 min/case.
Deadline management
Never submit on deadline day.
Submit at day (deadline − 3). Buffer covers processor upload delays, last-minute evidence gaps, and weekends.
Deadline priority order:
- Amex (20 days)
- Visa (30 days)
- Mastercard (45 days)
Sort by absolute due date, not "days remaining" — different reason codes hit different acquirer caps.
Frequently asked questions
How quickly do I need to respond?
Deadlines vary — Amex 20 days, Visa 30, Mastercard 45. Triage should happen within 4 hours of receipt and evidence collection within 8 hours.
Should I fight every chargeback?
No. Fight when expected win rate > 30% and amount > $75. Fold when customer had legitimate cause or ops cost exceeds recovery.
What's the most important part of the evidence packet?
The 3-sentence cover narrative. Issuer analysts spend 60 seconds per case; the narrative determines whether they read evidence carefully or skim.
Post reflects public documentation, industry surveys, and Aurai's own book of disputes as of the publish date. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.