Refund & chargeback handler

A triage agent gathers the customer's billing history, drafts a recommended refund decision or a dispute evidence pack, and a reviewer checks it against policy — you approve every decision before it is carried out.

Saves you ~2.7 h / week

Start with this playbook

How it works

Trigger
On the “Weekly dispute pattern review” schedule.
Job
Register the case, gather billing evidence, draft the decision or evidence pack.
Outcome
A prioritized case queue with evidence-backed response drafts and escalations.

What it installs

Agents 3

  • Refund Triage Agent

    Owns case intake and drafting: pulls the customer's records, recommends approve/deny/partial with a policy citation, builds evidence packs for disputes, and keeps the dispute log current.

  • Dispute Reviewer

    Reviews recommended decisions for policy fit and honest reasoning, and evidence packs for reason-code match, exhibit quality, and deadline safety.

  • Refund & chargeback handler Quality Reviewer

    Checks primary evidence, domain controls, deliverable completeness, and communication quality, stopping the run when the work is wrong, unsupported, incomplete, or uncertain.

Teams 1

  • Refunds & Disputes Team

    A triage agent who gathers evidence and drafts decisions, and a reviewer who checks policy fit and evidence quality.

Workflows 1

  • Refund & chargeback handling

    Register the case, gather billing evidence, draft the decision or evidence pack, review it, approve, and log the outcome.

Documents 1

  • Dispute log

    The living record of every refund request and dispute: decisions, outcomes, deadlines, and repeat patterns.

Goals 1

  • Every refund and dispute decided on evidence, on time

    Resolve refund requests and disputes with consistent, policy-grounded decisions and never miss a network deadline. Success looks like: Every case reaches a human-approved decision before its deadline with the customer's history weighed and the reasoning recorded, contested disputes carry reviewer-verified evidence packs, and the dispute log's patterns section turns repeat causes into upstream fixes.

Skills 3

  • refund-triage

    Gather a customer's billing history and order evidence, weigh a refund request against policy, goodwill economics, and chargeback risk, and draft an approve/deny/partial recommendation with a policy citation.

  • dispute-evidence-pack

    Build a payment dispute into a decision-ready brief with a seven-step method — understand the claim, gather context, assess impact, pick a tier, structure evidence, brief with a specific ask and deadline, follow up. Adapted from anthropics/knowledge-work-plugins/customer-escalation.

  • dispute-reason-codes

    Read a chargeback's reason code, call contest or accept on the economics, and match the records that rebut each claim family to the provider's evidence fields inside the submission deadline.

Schedules 1

  • Weekly dispute pattern review

    Once a week the triage agent sweeps the dispute log: refreshes headline numbers, re-checks every open case's deadline, and turns repeat reasons into pattern entries with suggested upstream fixes. Individual cases run on demand as they arrive. ## Professional quality control Objective: complete the recurring Refund & chargeback handler operating cycle and deliver a review-ready, evidence-backed result rather than merely report that the schedule ran. Start by fixing the review period, reading the current source records and prior run, confirming required access, and listing missing or contradictory inputs. Execute the bundle's full authored method in order, retaining source, calculation, command, or before/after evidence for load-bearing findings. Separate facts from interpretation, apply supplied policy without inventing thresholds, and stop any branch that requires missing authority or an unconfirmed human rule. Produce the complete named deliverable plus an evidence record, assumptions, exceptions, unresolved questions, and concrete next actions with owners where the method calls for them. Run the workflow's independent verifier checks and fix failures before requesting approval. The task is done only when every requested section and quality criterion passes or a blocker is explicit; silence, inaccessible data, or polished prose is not proof of completion. Recompute material figures independently from raw records; verify period, currency, sign, formula, rounding, tie-outs, and roll-forwards. Distinguish accounting policy from assumptions and route judgment to the human. Financial narrative must explain drivers plainly without generic AI phrasing, invented precision, or certainty unsupported by the books. The human retains authority over publication, sending, spend, signing, merging, deployment, and other consequential external actions.

Connectors pick at least 1 of 4

  • Stripe

    Stripe

    Connects to Stripe so the handlers can pull charge records, refund history, dispute reason codes, and the customer's billing timeline for each case.

    Open the Stripe connector
  • Paddle

    Paddle

    Connects to Paddle so the handlers can pull transaction records, refund history, dispute details, and the customer's billing timeline for each case.

  • Polar

    Polar

    Connects to Polar so the handlers can pull order records, refund history, dispute details, and the customer's billing timeline for each case.

  • PayPal

    PayPal

    Connects to PayPal so the handlers can pull transaction records, refund history, dispute and claim details, and the customer's billing timeline for each case.

Folders 1

  • Refunds & disputes

Requirements

  • Billing data in your payment provider — The agents read charge records, refund history, dispute details and reason codes, and customer billing timelines from the billing provider you pick during setup (Stripe, Paddle, Polar, or PayPal). Until that access is authorized, they work from the request text and the records you attach to each case.

Setup guide

How to Automate Refund and Chargeback Handling

Handle refund requests and payment disputes with evidence gathering, reviewer checks, dispute logs, and approval before any action.

Read the setup guide

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