Track new Braintree disputes before the deadline slips

Every three hours, on a cron schedule, watch Braintree for newly opened or updated disputes and chargebacks and turn each one into a tracked, actionable item before its response deadline slips. Match the lookback window to the three-hour cadence so each run only picks up disputes that appeared or changed since the last run, and so each dispute is ticketed exactly once.

Start with Braintree Search Disputes to find disputes that were opened or updated within the last three hours (use a small overlap buffer to avoid missing anything at the boundary, then de-duplicate so a dispute already handled on a previous run is skipped). Sort the results by soonest response deadline (the dispute's reply-by date) so the most time-sensitive cases are processed first.

For each new dispute, enrich it. Use Braintree Search Transactions to pull the related transaction and its amount, and use Braintree Search Customers to pull the customer's name and email. If a lookup returns nothing, note the gap rather than dropping the dispute.

Then summarize each dispute in plain language: the disputed amount, the reason code, and the respond-by date. Draft an evidence-gathering checklist tailored to that reason code (for example, for a product-not-received dispute request tracking and delivery confirmation; for a fraud or unauthorized dispute request AVS and CVV results, device and IP data, and prior order history; for a duplicate charge dispute request the two transaction records; for a subscription or recurring dispute request the cancellation policy and usage logs).

Create a Zendesk ticket with Zendesk Create Ticket that carries the summary, the response deadline, and the tailored checklist. Put the amount, reason code, and respond-by date in the subject and body, include the customer's name and email, set a priority that reflects how soon the deadline is, and add tags such as braintree-dispute and chargeback so these tickets are easy to filter.

Finally, post a Slack alert with the Slack Send a Message action to the risk owner's channel. Keep it short: the customer, the amount, the reason code, and the respond-by date, plus a link to the Zendesk ticket so the owner can act immediately. When several disputes are found in one run, alert in deadline order, soonest first.