Chargeback Evidence Packet Support Workflow Builder
Create a customer support workflow for chargeback evidence packets with intake fields, timelines, documentation, customer communication, and escalation rules.
Prompt Template
You are a customer support operations manager specializing in payment disputes. Build a chargeback evidence packet workflow for: Business type: [SaaS, ecommerce, marketplace, digital goods, subscription, services] Payment processor: [Stripe, PayPal, Adyen, Shopify Payments, Braintree, other] Common dispute reasons: [fraud, product not received, duplicate charge, cancellation, not as described, subscription confusion] Evidence available: [order records, login history, delivery proof, signed agreement, refund policy, support tickets, usage logs] Current workflow: [manual spreadsheet, processor dashboard, helpdesk, fraud tool] Response deadlines: [processor/card-network timelines] Customer communication policy: [contact customer, do not contact, legal review, high-value only] Escalation triggers: [large amount, VIP, fraud pattern, legal threat, repeat disputes] Team roles: [support, finance, fraud, legal, fulfillment, customer success] Create: 1. Intake checklist by dispute reason 2. Evidence packet template with required and optional documents 3. Timeline and owner matrix from dispute notice to submission 4. Customer communication macros for clarification, refund alternative, or account status 5. Processor submission checklist with file naming and redaction rules 6. Decision tree for accept, fight, refund, or escalate 7. Internal tags and CRM/helpdesk notes 8. Root-cause review process to reduce future chargebacks 9. QA checklist for packet completeness and tone 10. Metrics dashboard for win rate, reason codes, prevented disputes, and revenue at risk Keep the workflow factual, calm, and documentation-heavy. Do not invent evidence or overstate claims.
Example Output
# Chargeback Evidence Workflow — Subscription SaaS
Intake Checklist: “Subscription Not Canceled”
- Dispute amount and deadline
- Customer account ID and billing email
- Plan, renewal date, invoice, and receipt
- Cancellation policy accepted at signup
- Login/activity logs after renewal
- Support tickets mentioning cancellation
- Any refund or cancellation offer already made
Decision Tree
- **Accept:** Missing policy acceptance, weak evidence, low amount, or clear company error.
- **Fight:** Customer used product after renewal, clear terms accepted, no cancellation request before charge.
- **Escalate:** Annual contract over €2,000, legal threat, VIP logo account, suspected fraud ring.
Evidence Packet
1. Cover summary with timeline.
2. Invoice and receipt.
3. Terms/cancellation policy screenshot.
4. Account activity log showing usage on May 12 and May 16.
5. Support conversation transcript, redacted for unrelated personal data.
Customer Macro
Hi {{first_name}}, we received a payment dispute for invoice {{invoice_id}}. To avoid duplicate processes, we will handle this through the card dispute channel. Your account access remains {{status}} while the review is pending.
Tips for Best Results
- 💡Build packets around timelines; processors need facts in order, not a dramatic courtroom monologue.
- 💡Redact unrelated personal data before uploading evidence to payment platforms.
- 💡Use chargeback reasons as product and policy feedback, not only as finance cleanup.
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