Frequently asked questions

Two things, in this order. First it PREVENTS: alerts from Ethoca, Visa RDR and CDRN tell us a cardholder has queried a charge hours before they can raise a chargeback, and we match that alert to the exact order and refund it inside the window, so it never counts against your dispute ratio. Second it FIGHTS: anything that still arrives as a chargeback gets a full representment, with evidence gathered from your store and a letter written for the reason code given.

Both, and that is the point. Prevention protects your dispute ratio — the number your processor watches and eventually closes accounts over — but you lose the sale to a refund. Representment recovers the money on the ones already filed. Most tools do one or the other; running both means the ratio stays low AND you are not simply refunding everything.

Under a minute. Install from the Shopify App Store or Whop, approve the connection, and we start watching. There is no code and nothing to configure before it works.

Yes, as long as the response window has not closed. We reconcile against the processor on install rather than relying only on webhooks, so disputes opened before you found us are picked up as well.

The order record, carrier tracking with the full scan history and the delivery confirmation, the processor's risk signals (AVS, CVV, purchase IP, risk level), your published refund, return, shipping and cancellation policies, a capture of your checkout showing those policies were presented before payment, and — where you have connected a mailbox — the customer's own messages about that order.

No. The argument is chosen by the reason code. A claim that the item never arrived is answered by the delivery scan; a claim that the item was unacceptable is answered by the listing, the condition on arrival and the return the cardholder never made. Filing a non-receipt argument against a quality claim reads to a reviewer as a form letter, and it loses.

Yes. You can run it fully automatically, or require your approval on every packet before it goes to the processor. Either way you can read the full letter and every exhibit, and the deadline is tracked for you.

Every packet is verified by reading back what the processor actually stored, rather than trusting our own success response. A filing that comes back truncated, missing its conclusion or missing an attachment is held and flagged instead of being left to go out silently.

No. If the record does not support a fact, the letter does not assert it. Issuers read the whole file, and one claim their own evidence contradicts costs more than the argument gained.

It depends on your reason-code mix and on what your store can prove. A delivered order with carrier tracking, a published refund policy and a customer thread in the record wins far more often than a bare fraud claim with none of that. Rather than publish one averaged figure that would be wrong for most merchants, we show your own rate in the dashboard from your first decided dispute.

Because the number that matters is yours, not an average. Figures above ninety percent in this category describe alert-based PREVENTION — stopping the chargeback before it is filed, which we also do — not representment. Quoting a prevention rate as a win rate would be comparing two different things, and you would find that out at your first reconciliation.

Nothing is charged. You see the outcome in your dashboard with the evidence that was filed, so you can tell whether it was a weak case or a missing piece of proof worth fixing for next time.

Not through the processor — once an issuer decides a representment, that decision stands. What is worth doing instead is fixing the evidence gap it exposed, which is usually a policy that was not published or a mailbox that was not connected.

Ten percent of a disputed amount, charged only when that dispute is won and the money is back with you. There is no install fee, no monthly fee and no minimum. Lost disputes cost nothing.

Through the platform you installed on — a Shopify usage charge, or the card saved on your Whop account. We never take card details directly, and every fee is shown against the dispute that produced it.

No. Uninstall whenever you want. Fees already earned on disputes already won remain payable; nothing further is charged.

The order, the dispute and the transaction's risk signals for the dispute being fought. If you connect a mailbox or helpdesk, we search it per dispute for the thread about that order. We do not bulk-export your customers and we do not use one merchant's data to argue another merchant's case.

Only the evidence on the dispute. We never modify products, never change orders and never issue refunds on your behalf.

Encrypted, and used read-only. We never send mail as you. You can disconnect at any time, which deletes the stored credential.

Yes. Uninstalling removes your store's connection, and you can ask us to delete the dispute history at support@scalechart.app.