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Dispute & Chargeback Management

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Dispute & Chargeback
Management

An automated dispute lifecycle management platform covering all major card schemes — Visa, Mastercard, Amex, and UnionPay. Automates triage, evidence gathering, scheme submission, and resolution tracking, reducing manual effort and improving win rates for both issuers and acquirers.

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Architecture Overview

Dispute & Chargeback Lifecycle

Click to expand. The diagram shows the full dispute lifecycle — from initial raise through auto-triage, evidence gathering, scheme submission, and resolution — with reason code coverage.

Dispute & Chargeback ManagementAutomated dispute lifecycle management across all schemesDisputeRaisedAutoTriageEvidenceGatherSchemeSubmitResolutionScheme Reason Code CoverageVisaRC 10.1–13.9MastercardRC 4808–4853AmexRC C02–P08UnionPayFull coverageFraudCNP / CP / LostAuthNo auth / ExpiredProcessingDuplicate / ErrorConsumerNot received< 24hrsAuto-triage SLA85%+Win rate target100%Scheme compliantReal-timeStatus trackingAutomated dispute management — Visa, Mastercard, Amex, UnionPay
Expand diagram

Platform Capabilities

What the Platform Delivers

Automated dispute triage and classification
Visa, Mastercard, Amex, and UnionPay reason code coverage
Evidence gathering and document management
Scheme portal submission automation
Representment and pre-arbitration management
Arbitration case management
Issuer and acquirer workflows
SLA tracking and escalation management
Dispute analytics and win rate reporting
Fraud dispute identification and flagging
Regulatory compliance reporting
API integration with core banking and card management

Key Features

Built for APAC Requirements

Automated Triage

Classify incoming disputes by scheme, reason code, and transaction type in under 24 hours — automatically routing to the correct workflow and assigning to the right team.

Evidence Automation

Automatically gather transaction evidence from connected systems — authorisation logs, 3DS data, delivery confirmation, and merchant documentation — reducing manual effort.

Scheme Submission

Submit chargeback responses, representments, and pre-arbitration cases directly to Visa, Mastercard, Amex, and UnionPay portals via automated integration.

Win Rate Analytics

Track win rates by reason code, merchant category, and dispute type — identifying patterns and optimising response strategies to improve outcomes over time.

Typical Use Cases

Who Uses This Platform

  • Card issuers managing high volumes of cardholder disputes
  • Acquirers handling merchant chargeback representment
  • Banks seeking to reduce manual dispute processing costs
  • Processors providing managed dispute services to multiple clients
  • Fintechs needing scheme-compliant dispute management from day one

Get Started

Ready to Implement?

Proximo's specialists will scope the implementation, manage the vendor relationship, and deliver a production-ready system — configured for your APAC market.

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