A CHARGEBACK "MANIFESTO"

We started Disputed.ai with a clear mission — to show that there was a better way to manage chargebacks.

Not only are chargebacks an indication that something went wrong for a customer, but they’re unpredictable for you as a merchant. You don’t know how many you’re going to get — and when you do get them, you don’t know how many you’re going to win.

As merchants ourselves, we needed a chargeback management platform. But as we looked, we found that nearly all of them were recommending — and built around — fighting 100% of chargebacks. This didn't sit well, as we had spent years building out fraud processes to quickly identify fraudulent transactions...which shouldn't be fought.

We looked for the innovators and the thought leaders, hoping that we would find a better way.

We looked for a vendor who truly felt aligned with our needs and who we could count on as a partner.

We looked high and low to find a solution that we would be excited to work with and recommend to others...But we didn’t find that — and the resounding answer from other merchants was that what we were looking for didn’t exist.

So we built it.

We believe at the heart of every chargeback lies a story—a narrative often based on misunderstanding, miscommunication, or missteps. We seek first to understand and then to craft the best response given the situation and the immense amount of data available. Disputed is built on the premise that knowledge is power, clarity is the key to resolution and ultimately that chargebacks are solvable.

We didn't simply want to be about AI but to truly leverage the technologies that enable us to be intelligent about each transaction. To leverage a huge amount of data to understand what the root cause is behind each chargeback. To determine whether we should fight a given chargeback — and how likely it is to be won. To not simply use templates but to respond to each chargeback uniquely based on the data and information available. To learn from each past win or loss in order to create the responses and ultimately lead to always-increasing win rates.

It isn’t about _always_ winning - it’s about winning the disputes that we should be winning. It isn’t about being automated for the sake of being automated, it’s being automated because it’s truly the most effective way to handle chargebacks — at any scale.

We see a future where chargebacks no longer loom dreadfully and unpredictably but are recognized as opportunities for improvement, engagement, and growth. A future where disputes are resolved with equity, and merchants are equipped to thrive in the digital marketplace.

Our work is fueled by the belief that with the right tools, insights, and approach, chargeback management can be more than a defensive necessity—it can return more revenue to your bottom line while also being a force for positive change, innovation, and lasting customer relationships.

Let us show you why Disputed.ai is the intelligent approach to chargebacks.