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Payment Operations
Chargeback management that recovers revenue and reduces disputes
We manage chargebacks and payment disputes to scheme deadlines, build strong evidence for representment and analyse causes so fewer disputes arise.
At a glance
Dispute intake
Evidence collection
Representments
Friendly fraud analysis
Supporting fintechs in the UK, EU, US and Canada
Overview
Disputes cost more than the transaction
Each chargeback brings fees, operational effort and risk to your scheme standing. Missed deadlines mean automatic losses, and weak evidence means losing disputes you should win. High ratios can lead to monitoring programmes and fines.
Hilix dispute specialists track every case against deadlines, collect the right evidence, prepare representments and record outcomes. We separate genuine fraud, friendly fraud and service issues so the right fix is applied, whether that is better fraud rules, clearer descriptors or improved customer communication.
What’s included
Everything included in Chargeback & Dispute Management
Who this is for
- PSPs and merchants with card volumes
- Wallets and neobanks issuing cards
- Fintechs approaching scheme monitoring thresholds
- Teams missing dispute deadlines
What you receive
- Dispute case log and deadline tracker
- Prepared representments
- Win rate and recovery reporting
- Chargeback ratio dashboards
- Prevention recommendations
How we work
How we take over your operations
Map
We document current workflows, systems, partners, volumes and pain points.
Standardise
SOPs, controls, SLAs and escalation paths agreed and written down.
Run
Our team operates the queues in your systems with daily handovers.
Optimise
Exception root causes analysed and fixed to reduce manual work over time.
FAQ
Chargeback & Dispute Management: common questions
Do you handle both issuing and acquiring disputes?
Yes. We can support issuer-side dispute raising and merchant or acquirer-side representment, depending on your model.
How do you improve win rates?
By responding on time, matching evidence to reason codes and presenting it clearly. Analysis of lost cases also improves future evidence.
Can you help reduce our chargeback ratio?
Yes. We identify the main dispute drivers and recommend practical fixes across fraud, communication and operations.
Keep exploring
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