Friendly Fraud Files
Win chargebacks with the customer's own words, and stop disputes before filing.
The job
Builds the evidence for every incoming chargeback from the customer's own conversations, refunds genuine failures instead of fighting them, and spots customers planning a dispute early enough that the chargeback is never filed.
The moment
A customer files a $3,400 chargeback with their bank, claiming the order never arrived.
The app builds the evidence file from the customer's own conversations before the analyst has finished a coffee. Four days before filing, the customer had written "arrived, thanks" in chat.
The chargeback is reversed.
Another view shows 41 customers who said this week that they would dispute a charge with their bank. 33 of them accepted a resolution and never filed.
What it does
- Import chargebacks and rulings
- Send representment
- Accept a genuine dispute and refund
- Fire a pre-dispute resolution offer
- Assign a root-cause owner
What you see
Case folders with exhibit tabs, a pre-dispute radar and a won/lost wall ticker
What it moves
The share of chargebacks won and the money recovered each month, disputes prevented before filing, and the dispute ratio compared with the card scheme's upper limit.
Built for
- Finance
- Risk & fraud
- Contact-centre operations
