Parley - Chargeback Manager with One Dispute Desk Across Every PSP
Chargeback Manager for a US Merchant Group
Designed and built a clickable chargeback manager for a US merchant group with four online brands on Stripe, Adyen and Braintree: one inbox for every dispute with deadline countdowns, evidence gathered per reason code, a fight or accept recommendation with its reasons, pre-dispute alerts and dispute ratios tracked against network thresholds.
Most of our work is under NDA. Per agreement, we can share the work but not the company details - all names and identifying information shown here have been changed.
Impact
Dashboard, dispute inbox, dispute detail with a response builder panel, pre-dispute alerts and dispute ratios. Every dispute in the inbox opens its own detail page.
Visa, Mastercard and Amex reason codes, each mapped to one of 8 normalised categories with its own evidence checklist and "what wins this code" guidance.
Prior transactions 120 to 365 days old are matched on IP address, device ID, shipping address and account ID. Ones outside the window are listed but excluded, with the reason.
Across 4 brands, 3 PSPs and 7 merchant accounts, with 18 pre-dispute alerts, 25 customers and 8 staff users in 6 roles.
The Problem
Fernhollow's three dispute analysts worked out of three PSP dashboards, a shared inbox and a spreadsheet of due dates, copying tracking numbers, order details and support emails into PDFs by hand. About 1 in 9 disputes expired unanswered last year by the client's own count, fraud disputes that qualified for Visa Compelling Evidence 3.0 were fought with the wrong evidence, and nobody saw Crateleaf's Visa dispute ratio climbing until the acquirer phoned.
Our Solution
Parley pulls every dispute, inquiry and pre-dispute alert from Stripe, Adyen and Braintree into one desk. It counts down each response deadline with an internal buffer, gathers the evidence each reason code needs from the order, shipping, support, fraud and subscription systems, recommends fight or accept with its reasons, and tracks every merchant account against the card networks' monitoring thresholds.
The Challenge: Every PSP Speaks Its Own Dispute Language
A card dispute starts at the cardholder's bank, passes through the network and the acquirer, and reaches the merchant through a PSP. Each network has its own reason codes and stages, and each PSP reports its own deadline, status and evidence format.
Deadlines That Differ by PSP
Networks give the acquirer a response window and PSPs give the merchant a shorter one, each showing its own due date. Amex inquiries left unanswered can become chargebacks with no further right of reply.
Evidence Spread Across Five Systems
Winning a dispute needs the order, tracking and proof of delivery, support conversations, fraud and device data, and for the two subscription brands the sign-up and cancellation records, each from a different system and different for every reason code.
CE3.0 Rules Nobody Checked
For card-absent fraud under Visa 10.4, liability can generally shift back to the issuer with two earlier undisputed transactions on the same card, 120 to 365 days old, sharing at least two data elements including IP address or device ID. Finding them meant searching order history by hand.
Ratios That Keep Counting
Visa's VAMP and Mastercard's Excessive Chargeback Program monitor merchants above published thresholds, acquirers can set stricter limits, and accepting a dispute does not remove it from the count. Network rules change often, so none of these numbers can be hard-coded.
Our Approach: From Network Rules to a Clickable Dispute Desk
Spec and Rules Research
Mapped 8 roles, from dispute analyst and lead to fraud analyst, support, finance, brand managers, admins and fulfilment partners without a login, 30 screens and the data model for merchant accounts, orders, disputes, stage events, reason codes, evidence checklists, responses, alerts, rules and ratio snapshots. Wrote down the rules the design follows: Visa Claims Resolution, Compelling Evidence 3.0, Mastercard and Amex dispute stages, Verifi and Ethoca alerts, VAMP and the Excessive Chargeback Program, PCI DSS and state privacy law such as the CCPA.
Clickable Demo on a Production UI Kit
Built 5 key screens on a production dashboard kit: the dashboard with a deadline strip, outcomes per week and top reason codes, the dispute inbox with filters, countdowns, readiness rings and bulk actions, the dispute detail with evidence checklist, CE3.0 tab and a response builder panel, pre-dispute alerts with refund, decline and match to order, and dispute ratios per merchant account. A brand switcher filters every page and all actions run on local state.
What a Production Build Adds
Dispute APIs and webhooks for Stripe, Adyen and Braintree with a per-PSP submission adapter, Verifi and Ethoca alerts, Shopify Plus, Recurly, EasyPost, Gorgias or Zendesk, Signifyd or Sift, PDF rendering for evidence packages, and Slack and SendGrid notifications. Staff auth by role with submission limits, an append-only audit log, and the remaining screens: escalations, auto-resolve rules, fraud feedback, evidence library, analytics, settings and the fulfilment partner evidence request page.
Why It Works: The Deadline and the Evidence in One Place
One Countdown Per Dispute
Parley always takes the PSP's due date and subtracts the client's internal buffer, 2 days by default. Countdowns turn amber under 72 hours and red under 24, and the Due today chip in the top bar turns red when a dispute has passed its internal deadline.
Evidence Follows the Reason Code
Each category has its own checklist, and every item shows whether it is required, its source system and whether it was gathered, missing or failed, with the error. Re-gather, Upload file and Request from fulfilment partner sit next to the list.
Recommendations Show Their Reasons
Every dispute is marked Fight, Fight with CE3.0, Accept or Accept by rule, with a confidence level, the reasons behind it and the amount at stake against the estimated cost of fighting. Responses above the analyst's $1,500 limit go to the dispute lead for approval.
Ratios Seen Before the Acquirer Calls
Each merchant account shows its Visa and Mastercard ratios this month and projected to month end, against the warning level, the network threshold and any stricter acquirer limit. Every threshold is a setting with the date it was last reviewed.
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Enterprise Software Engineering - Human + AI
Contact Us
© 2026 - Copyright. All Rights reserved Oceanlab
Location
Global Headquarters
21 Merchant Road, 3rd Floor, Singapore 058267
Main corporate office and leadership operations
North America Office
548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
India Office
402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
Enterprise Software Engineering - Human + AI
Contact Us
Locations
Global Headquarters
21 Merchant Road, 3rd Floor, Singapore 058267
Main corporate office and leadership operations
North America Office
548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
India Office
402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
© 2026 - Copyright. All Rights reserved Oceanlab