Not legal or financial advice. Policy should be reviewed with counsel and matched to your processor contracts. Merchant-side only. Does not coach cardholders. No invented win-rate percentages.
Ops fights every case. Finance wants a dollar cutoff. Support refunds before anyone opens Stripe. Without a written policy, the same reason code gets three different outcomes in one week. A merchant chargeback policy states accept thresholds, evidence requirements, ownership, and when counsel owns the file.
Template policies often promise win rates. Yours should name dollar bars, proof bars, and roles. Pair with when to accept a chargeback and chargeback team roles.
Start here: when to accept a chargeback, chargeback team roles, chargeback fee vs fighting, win disputes. Also: chargeback ops runbook, pays for itself, chargeback compliance basics. Hub: dispute cases.
One case rescued from a soft pack, or closed before a fee-only fight, often covers a long stretch of Plus and evidence PDFs. Fee framing: pays for itself. No fake guarantees.
Pingpong lives at pingpongit.com (not getpingpong.ai). First eligible web review free. Web Plus $19.99/month, Pro $124.99/month. iOS three free, Plus $24.99, Pro $59.99. Open pingpongit.com. Pricing.
What the policy must state
- Accept thresholds. Dollar and proof bars. Accept: when to accept a chargeback.
- Who owns the console and who can Submit. Roles: chargeback team roles.
- Evidence minimums by claim type. Checklist: chargeback evidence checklist.
- Counsel and escalation triggers. Escalation: chargeback escalation path.
Hard line: defend real sales only. Policy must forbid inventing proof. Do not deny valid unauthorized-use claims. Do not coach consumers.
How to operationalize it
- Write accept and fight bars with fee math visible. Fee vs fighting: chargeback fee vs fighting.
- Map roles and SLAs. SLA: chargeback SLA for merchants. Runbook: chargeback ops runbook.
- Train support on the handoff. Handoff: chargeback customer service handoff. Training: chargeback training for support.
- Pressure-test borderline packs against policy: write your dispute description, win disputes.
- Review outcomes monthly. KPI: chargeback KPI dashboard. RCA: chargeback root cause analysis.
How Pingpong fits policy work
The written policy stays in your wiki. Paste claim text, inventory, and the policy lean into Pingpong when a live case sits on the fight/accept line. Letterhead: win disputes. Agents must inherit the same accept bar: agentic dispute ops.
Paste this shape
Processor NAME. Dispute ID. Reason or category. Amount. Fee already charged AMOUNT. Console due date DATE. Policy lean (fight / refund / accept) and why. Soft or missing evidence listed. Ask: does the pack meet our policy bar for a fight; draft a dispute description only if it does; list what must not be invented. Do not invent proof. Do not paste full PAN, CVV, bank passwords, or government IDs you are not allowed to store.
When not to spend a review
Cases already decided by a clear policy accept, counsel-owned matters, and alerts that never became disputes. Use the free eligible review when policy and proof conflict on a live due date.
Related
Accept: when to accept a chargeback. Roles: chargeback team roles. Fee vs fighting: chargeback fee vs fighting. CASE MAKER: win disputes. Runbook: chargeback ops runbook. Compliance: chargeback compliance basics. Hub: dispute cases. Pricing.
Write the bar, then apply it to the next case
Start now: publish accept thresholds, name console owners, then paste a borderline live dispute into pingpongit.com against that policy. Accept: when to accept a chargeback. Roles: chargeback team roles. Fee: chargeback fee vs fighting. Letterhead: win disputes. Continue on Plus when the ritual sticks. Or the App Store.
Again: not legal or financial advice. Merchant-side defense and evidence quality only. No consumer dispute coaching. No fake win rates.