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.

Join the waitlist

What it installs

Agents 2

  • 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.

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.

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.

Connected services pick at least 1 of 4

  • 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.

  • 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

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

  • 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

What this playbook expects to do its job. Task Machine does not verify these — you decide whether your setup is ready.

  • 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

Install Refund & chargeback handler and run it with approvals.

Join the waitlist and we will send early access when the first private beta spots open.

Private beta. We invite teams in batches and never share your email.