Give each dispute a named owner and a recorded deadline. Keep evidence collection, response approval and submission as distinct steps.
Open the case
Record the dispute and payment IDs, claim, amount, processor and due date. Check for related refunds or earlier disputes. Assign a backup owner for absence.
Collect records
Support supplies correspondence. Fulfillment supplies delivery records. Finance reconciles payments and refunds. For subscriptions or digital products, include the relevant access and cancellation history. Use the case checklist to track what is still missing.
Review the response
Have the approver read the claim, narrative and evidence together. Correct contradictions, remove unsupported statements and check the processor’s submission requirements. Document the decision to accept or challenge.
Submit and reconcile
The submission owner confirms the response in the processor and saves the exact version. Track the final outcome and reconcile the balance movement. Discuss recurring causes with the team responsible for the product or process.
Where tools fit
Pingpong can review a draft, and its PDF formatter can print approved text. Your team remains responsible for the evidence, approval and processor submission. An API workflow should preserve those responsibilities.