Dispute Resolve Onboarding

Welcome to Dispute Resolve

We are thrilled to have your team use Dispute Resolve to more effectively complete your chargeback management tasks.

• If you are a prospective merchant, you can learn more about our product by getting in touch with your dedicated Account Manager or our Sales team at sales@riskified.com.
• If you are a partnered merchant who is starting to use Dispute Resolve, welcome! You’ve come to the right place. Below you will find an overview of the product, along with links to instructional guides to get you started.

What is Dispute Resolve?

Dispute Resolve is a chargeback management solution to help you maximize revenue recovery and minimize operational burdens on chargebacks coming from orders outside of Riskified’s Chargeback Guarantee product. With Dispute Resolve, your Chargebacks team can focus their time and energy on the more complex disputing responsibilities, while Riskified automates the tedious, mundane tasks of the dispute process.

Our product is fully customizable to provide as much or as little automation of the dispute process as you need. Including:

• Implement automation of the dispute process from full automation where your team does not need to do any work to partial automation where Riskified provides your team with our enriched, auto-generated Compelling Evidence (with the ability to further edit the document with your own data) so that you can more efficiently dispute chargebacks on your end
• See and take action on all chargebacks across your gateways in one place to streamline workflow
• Access critical insights and trends on dispute performance metrics
• Create and manage your compelling evidence templates in an organized, dedicated library.
• Use collaborative tools, such as task assignment, comments, and customized tagging, to help your team work together more effectively

Chargeback Management System (CBMS)

Dispute Resolve sits within our Chargeback Management System (CBMS). You can learn more about this overall platform here.

General Dispute Flows with Dispute Resolve 

1. Fully Automated: Riskified handles the entire dispute process for you from compiling compelling evidence to submitting it to the gateway. This allows your chargebacks team to focus on higher-priority work, while we manage chargebacks efficiently and on time. Key benefits:
   • Minimize human errors common in manual processes
   • Faster reaction to fraud rings thanks to streamlined data access
   • Fewer manual tasks, including reporting and result tracking
   • On-time submissions help reduce rejections due to missed deadlines
2. Semi-Automated: Merchants create and manage their own compelling evidence (CE) templates directly in CBMS. For each chargeback, Riskified automatically populates the selected template with dynamic, case-specific data. Your team can then review, customize if needed, and submit the final version - all within the CBMS. Key benefits:
   • Centralized workflow for building, editing, and submitting CE
   • Support for multiple CE templates, tailored to different chargeback types
   • Automated data population, reducing manual input and speeding up dispute prep
   • Built-in team management tools to assign, track, and organize tasks
3. Hybrid: You can combine the two flows above to maximize efficiency and accuracy, by segmenting chargeback volume and choosing which to fully automate, and which to review and enrich by in-house teams. An example of this would be, a merchant might want to fully automate “item not received” disputes with us, because we can provide all of the relevant data, including proof of delivery, but for other service-related chargebacks, they might prefer a semi-automated flow, as they can add screenshots of customer support chats.

Note: Pre-chargeback (RFI) handling is not currently supported, though our Product team is exploring it for potential future development.

Dispute Resolve Integration

In general, we require particular data within the order and corresponding chargeback sent to us from the gateway(s) in order to implement Dispute Resolve. You will have a dedicated technical account manager who will walk you through everything that is needed.

The most common gateways that we support are:

• Adyen
• Braintree
• Paypal
• Shopify
• Stripe

We also have 30+ other gateway implementations and can check on a case-by-case basis. 

From the technical side, you will also be able to choose which gateway(s) or order segments you want to fully automate or semi-automate. This decision is up to you, and Riskified can set up your dispute flows on the custom segmentation you need.

Get Started: Dispute Resolve Instruction Guides

Once your integration is complete, you will be granted full access to our Help Center that includes many helpful guides. Below are specific articles that can help you with Dispute Resolve.

Automated Flow

Once Riskified Dispute Resolve is set up, we will handle your disputes moving forward. Your team can then focus their efforts on other important tasks! However, you can still monitor disputes and performance inside the Control Center. Note: You must be signed into your Zendesk Help Center account in order to access these resources below.

• Chargeback/Dispute Metrics
• Chargeback/Dispute Filters
• Export Data
• User Management

Semi-Automated Flow

Your team will continue managing the dispute process - but now with full support from within CBMS. Here are recommended articles to help you fully leverage the dispute process. Note: You must be signed into your Zendesk Help Center account in order to access these resources.

1. Assign Chargeback: If you have multiple team members, our Chargeback Management platform allows you to delegate the workload to your team members.
2. Accept Chargeback: As the assignee of a chargeback, you can decide whether to accept it or proceed with disputing it.
3. Customize and Submit Compelling Evidence: Once you are assigned a chargeback, you can go into the chargeback’s page to access the compelling evidence. You can manually edit it and use custom content blocks/templates.
4. Update the dispute status in CBMS: If we are not automatically receiving dispute results through your technical integration, you can update the chargeback dispute status inside the Chargeback Management platform.
5. Monitor disputes: You will be able to see overall dispute metrics and check on the status of your disputes.
   • Chargeback/Dispute Performance Metrics
   • Chargeback/Dispute Filters
   • Export Data in CBMS
6. Manage dispute content blocks and templates: To help with your revenue recovery, your team can create and store blocks and templates for different types of chargebacks.