E-commerce operations · Finance
Chargeback response
Answer every chargeback with complete evidence before the deadline, or accept it on purpose. The warehouse and customer service each collect their part, and nothing goes to the payment provider until the finance manager approves it.
- Duration: 3 to 7 days, then the provider's decision
- How often: For every chargeback
- Steps: 7 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
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What changes with this template
Without it
Dispute notices sit in a finance inbox until the deadline has passed.
Evidence is gathered by whoever has time, and pieces are missing.
Every response is written from scratch.
Nobody looks at why chargebacks happen.
With it
Every dispute gets a run with its deadline on day one.
The warehouse and customer service each collect their part with a checklist.
An AI agent drafts it from the evidence, and the finance manager approves it.
Every run ends with the cause passed to the team that can prevent it.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
Starts when
Your payment provider reports a chargeback or payment dispute. The finance assistant starts a run with the order number, amount, reason and response deadline.
- 1
Log the dispute
Day 1Finance assistant · Team
Record the dispute details from the payment provider, find the order and check whether a refund was already made.
Checklist
- Order found
- Response deadline noted
- No refund already made for this order
Fields to fill in
- Order number (required)
- Disputed amount (required)
- Dispute reason (required)
- Response deadline (required)
- 2
Collect the delivery evidence
Days 1 to 2Warehouse lead · Team
Find the shipping record for the order and share links to the tracking history and the proof of delivery.
Checklist
- Tracking shows delivered
- Delivery address matches the order
- Proof of delivery found
Fields to fill in
- Link to the tracking history (required)
- Link to the proof of delivery
- 3
Collect the customer contact history
Days 1 to 2Customer service agent · Team
Find every contact with the customer about this order, including return and refund requests, and summarise what they asked and what they were told.
Checklist
- Helpdesk history checked
- Return and refund requests checked
Fields to fill in
- Link to the helpdesk ticket
- Summary of contact with the customer (required)
- Return or refund already requested (required)
- 4
Draft the dispute response
Day 3Dispute response writer · AI agent
The dispute response writer drafts the response for the dispute reason from the evidence on the run: what was ordered, when and where it was delivered, what the customer was told and which links prove it. It also lists evidence that is missing.
Fields to fill in
- Draft response (required)
- Missing evidence
Checked by: The finance manager checks the draft against the evidence and decides in step 5.
- 5
Approve the response or accept the chargeback
Days 3 to 4Finance manager · Team
Read the draft next to the evidence, correct it, and decide whether to respond or accept the chargeback.
Checklist
- Evidence fits the dispute reason
- Response is factual and complete
- Decision made before the deadline
Fields to fill in
- Decision (required)
Approval: Nothing is sent to the payment provider until the finance manager approves the response or accepts the chargeback.
- 6
Submit the response
Before the deadlineFinance assistant · Team
Submit the approved response with its evidence in the payment provider's dispute portal. If the decision was to accept, accept the chargeback there instead.
Checklist
- Response submitted or chargeback accepted
- Every piece of evidence included
Fields to fill in
- Submission date (required)
- 7
Record the outcome and pass on the cause
When the provider decidesFinance manager · Team
Record whether you won or lost, and pass the cause to the team that can prevent it, such as fraud screening, delivery or product descriptions.
Checklist
- Outcome recorded
- Cause passed to the right team
Fields to fill in
- Outcome (required)
- Cause and action agreed (required)
Done when
The dispute is answered or accepted before the deadline, the outcome is recorded, and the cause is passed to the team that can prevent it.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Dispute response writer
Drafts the chargeback response from the evidence collected on the run.
What it does
- Reads the dispute reason, the delivery evidence and the customer contact summary
- Follows the response format for each dispute reason in its step instructions
- Writes the draft response and lists any missing evidence
- Completes its step, so the finance manager can review it
Checked by: The finance manager checks the draft against the evidence and decides in step 5.
Questions this template answers
Collect the order, delivery and customer contact evidence that fits the dispute reason, and answer before the deadline. Steps 2 and 3 collect the evidence, step 4 drafts the response and step 6 submits it once it is approved.
Show the tracking history, proof of delivery to the address on the order and any contact where the customer confirmed it arrived. Step 2 collects the tracking and delivery links, and step 3 adds the customer contact history.
Record the deadline the moment the dispute arrives and move the response through a fixed order of steps. Step 1 records the response deadline, and the run shows which step the response is waiting on.
Weigh the amount against the strength of your evidence before you spend time on a response. Step 5 is an approval gate where the finance manager reads the evidence and either approves the response or accepts the chargeback.
Let AI draft the response from the evidence your team collected, and have a person check it before it is sent. In step 4 the dispute response writer drafts it and lists missing evidence, and in step 5 the finance manager reviews it.
Record the cause of every chargeback and give it to the team that can fix it. Step 7 records the outcome and the cause, such as unclear delivery information or a refund that was promised but not made, with the action agreed.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.