# Track new Braintree disputes before the deadline slips

> Every three hours we scan Braintree for new disputes and chargebacks, open a tracked ticket with a tailored evidence checklist, and alert your team in Slack before the response deadline slips.

- Workflow type: agent
- Services: Braintree, Zendesk, Slack Bot
- Categories: Finance, Operations
- Published: 2026-07-17

## What it does

- Checks Braintree every three hours for newly opened or updated disputes and chargebacks, so nothing sits unnoticed while the clock runs down.
- Pulls the transaction amount and the customer's name and email for each dispute, then writes a plain-language summary of the amount, reason, and respond-by date.
- Builds an evidence-gathering checklist tailored to the dispute reason so your team knows exactly what to collect.
- Opens a Zendesk ticket carrying the summary, deadline, and checklist, then posts a Slack alert linking the ticket so your risk owner is notified right away.

## What you'll need

- A Braintree account with access to disputes, transactions, and customers
- A Zendesk account where new support tickets can be created
- A Slack workspace and a channel for dispute alerts

## Prompt

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.

## How to customize

- Change how often it runs (the default is every three hours) and keep the lookback window matched to that schedule so each dispute is caught once.
- Choose which Slack channel or person gets the alert and which Zendesk group or assignee owns the ticket.
- Adjust the evidence checklist wording, ticket priority, and tags to fit your chargeback response process.

## FAQ

### How quickly will I hear about a new dispute?

Within the schedule window. By default it runs every three hours, so a new or updated dispute turns into a ticket and a Slack alert on the next run after it appears.

### Will the same dispute create duplicate tickets?

No. The lookback window is matched to the run schedule and disputes already handled on a previous run are skipped, so each dispute is ticketed once.

### Does this respond to the chargeback for me?

No. It organizes the case so your team can act: it summarizes the dispute, sets out the deadline, and drafts an evidence checklist. Your team still gathers the evidence and submits the response.

### What information ends up in the ticket?

The disputed amount, the reason code, the respond-by date, the customer's name and email, and an evidence checklist tailored to the reason for the dispute.

### Are the most urgent disputes handled first?

Yes. Disputes are sorted by soonest response deadline, so the cases with the least time left are ticketed and alerted first.

Use this prompt in General Input: https://www.generalinput.com/prompts/track-new-braintree-disputes-before-the-deadline-slips