Not legal or financial advice. Role design depends on your company size and processors. Confirm access rights in live consoles. Merchant-side only. Does not coach cardholders. No invented win-rate percentages.
Support answered the customer. Finance saw the fee. Nobody clicked Submit. Chargeback team roles name who owns intake, evidence, writing, approval, and Submit so due dates do not sit between inboxes.
Org charts that say "everyone owns disputes" own nothing. Pair roles with SLA and runbook pages: chargeback SLA for merchants, chargeback ops runbook.
Start here: chargeback ops runbook, chargeback SLA for merchants, dispute queue management, win disputes. Also: chargeback customer service handoff, chargeback training for support, pays for itself. 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.
Roles that need names
- Intake owner. Opens notices and copies due dates. Notification: Stripe dispute notification.
- Evidence owner. Pulls tracking, access, cancel, contracts. Checklist: chargeback evidence checklist.
- Writer / approver. Drafts description and decides fight vs accept. Write: write your dispute description. Policy: chargeback policy for merchants.
- Submit owner. Uploads and clicks Submit. Upload: Stripe dispute evidence upload.
Hard line: defend real sales only. Roles do not authorize inventing proof. Do not deny valid unauthorized-use claims. Do not coach consumers.
How to staff small vs larger teams
- Startups: one primary + one backup covering all steps. Startup playbook: chargeback playbook for startups.
- Growing teams: split intake/evidence from write/Submit. Runbook: chargeback ops runbook.
- Agencies: client ownership rules plus your queue SLA. Agencies: chargeback for agencies. Queue: dispute queue management.
- Pressure-test borderline packs before Submit: win disputes.
How Pingpong fits roles
Console permissions stay in your IAM. The writer/approver pastes claim text and inventory into Pingpong before Submit when the pack is borderline. Letterhead: win disputes. Agents assist evidence owners without overriding accept bars: agentic dispute ops.
Paste this shape
Processor NAME. Dispute ID. Reason or category. Amount. Fee already charged AMOUNT. Console due date DATE. Role owners on this case. Soft or missing evidence listed. Current lean (fight / refund / accept). Ask: does the pack answer this reason code; draft a dispute description only if the pack holds; 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
Small accepts already decided, counsel-owned matters, and alerts that never became disputes. Use the free eligible review when the writer/approver has a borderline pack inside the SLA buffer.
Related
Runbook: chargeback ops runbook. SLA: chargeback SLA for merchants. Queue: dispute queue management. CASE MAKER: win disputes. Handoff: chargeback customer service handoff. Training: chargeback training for support. Hub: dispute cases. Pricing.
Name the owners, then clear the next due date
Start now: publish intake, evidence, writer, and Submit owners, then paste the next borderline case into pingpongit.com before the due date. Runbook: chargeback ops runbook. SLA: chargeback SLA for merchants. Queue: dispute queue management. 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.