Agent WranglersRefunds, disputes and fraud
Refund through the provider once and on time, answer every dispute with evidence, watch the dispute ratio and stop card testing before it starts.
- Required 5
- Recommended 3
Required
Refund through the provider with a key and a reason
RequiredIssue every refund through the provider's API with an idempotency key, a reason and the person who asked. Track it until it succeeds or fails.
Refund EU withdrawals within 14 days
RequiredWhen an EU consumer withdraws from a contract, refund every payment, including standard delivery, within 14 days of being told, on the same payment method.
Answer every dispute before its deadline
RequiredAnswer every dispute before the provider's deadline with evidence that fits its reason code, or accept it on purpose.
Keep your dispute ratio well below the network limits
RequiredTrack fraud reports and disputes as a share of card payments every month, per card network, and alert at half of the network's monitoring limit.
Stop card testing on your checkout
RequiredLimit payment attempts per account, IP address and card, and ask for a challenge after repeated declines. Then attackers cannot test stolen cards on your checkout.
Recommended
Refund on a dispute alert before it becomes a chargeback
RecommendedSubscribe to the card networks' pre-dispute alerts through your provider, and refund or settle each alert automatically within its deadline.
Screen risky payments before fulfilment
RecommendedUse the provider's risk score on every payment. Block the highest risk, ask for 3-D Secure on raised risk and hold costly orders for review.
Use a statement name customers recognise
RecommendedSet the card statement text to the brand name customers know, and add a short hint such as the plan or order.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers payments playbook: https://agentwranglers.se/playbook/payments/refunds-disputes-and-fraud.