Draft a chargeback defense in Slack when a dispute needs evidence
When a card dispute needs evidence, we gather the order and customer details, recommend whether to fight it, and post a ready-to-act brief in Slack before your deadline.
Checkout.com
SlackFinanceOperationsNotifications & AlertsAI ReportsWhen Checkout.com sends a webhook for the dispute_evidence_required event, run this workflow to research and draft our defense so a person can act well before the deadline. This is human in the loop: the workflow researches, recommends, and notifies only. Never call Submit Dispute Evidence or Accept a Dispute; a person reviews the recommendation and files the evidence.
Start by pulling the full dispute with Get Dispute Details, using the dispute id from the webhook payload. Capture the three things that matter most: the reason code (for example fraud, product not received, or duplicate charge), the amount at risk, and the evidence submission deadline.
Enrich the case with the original order and cardholder context. Use the payment id on the dispute to call Get Payment Details for the original transaction, including amount, currency, date, status, and any capture or refund history. Then call Get Customer Details, looking the cardholder up by customer id or email, to see who they are and their history with us.
Weigh whether we should challenge or accept the dispute. Consider the reason code, the amount at risk versus the effort to fight it, and whether the order and customer context give us a credible case. Recommend a clear course of action, then list the specific evidence to gather before the deadline, tailored to the reason code. For product not received, that means proof of delivery and tracking. For fraud, that means AVS and CVV match, 3-D Secure results, and any prior successful orders from the same customer. For a duplicate charge, that means the refund record or transaction log that shows the charges are distinct.
Post the result to our disputes channel with Slack's Send a Message action. Summarize the case in plain language: dispute id, reason code, amount at risk, and the deadline stated prominently so it is impossible to miss. Give a clear recommendation to challenge or accept with a one-line rationale, then a checklist of the evidence to collect. Make it something the reviewer can act on immediately.
Additional information
What does this prompt do?
- Watches for Checkout.com disputes that need evidence and springs into action the moment one lands.
- Gathers the reason for the dispute, the amount at stake, and the deadline, then pulls the original order and the customer's history for context.
- Recommends whether to challenge or accept the dispute, and lists the exact evidence your team should collect.
- Posts a clear summary to your disputes channel in Slack with the deadline front and center. It never files anything itself; a person makes the final call.
What do I need to use this?
- A Checkout.com account that processes card payments and handles disputes.
- A Slack workspace and the channel where your team tracks disputes or chargebacks.
- Someone on the team to review each recommendation and file the evidence before the deadline.
How can I customize it?
- Choose which Slack channel gets the alerts, such as a dedicated #disputes or #chargebacks channel.
- Adjust the recommendation rules, like always challenging disputes above a certain amount or flagging fraud reason codes for extra scrutiny.
- Tune the evidence checklist for your business, such as always including tracking numbers, subscription terms, or refund records.
Frequently asked questions
Does this automatically respond to the dispute?
How fast does it run?
What does the Slack message include?
Will it tell me whether to fight the dispute?
Do I need a developer to set this up?
Related templates
Never miss a dispute deadline again.
Get a ready-to-act chargeback brief in Slack the moment a Checkout.com dispute needs evidence.