Prevent missed chargeback deadlines with governed evidence submission

Autom Mate Platform
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Problem: pre-arb / representment deadlines get missed because “AI triage” can’t safely push the final buttons

In many payments orgs, dispute ops is a race against hard network deadlines. Teams often can use AI to summarize a case, draft a response, or suggest which evidence to attach—but the risky part is the last mile:

  • Uploading the wrong packet to the wrong case
  • Submitting after the cutoff (auto-loss)
  • Submitting without required internal approvals
  • No consistent audit trail of who approved what and what was actually sent

AI alone is risky here because it’s probabilistic: it may hallucinate missing evidence, misread a reason code, or “decide” to submit when policy says to escalate. The safe pattern is:

  • AI suggests (triage + draft)
  • Autom Mate executes under control (deterministic steps, approvals, logging)

Proposed orchestration (end-to-end) with Autom Mate

1) Trigger

  • Trigger: New dispute / pre-arbitration notification arrives from your processor/disputes platform.
    • Integration: REST/HTTP/Webhook action (incoming webhook into Autom Mate)

2) Validation (policy + data completeness)

  • Validate required fields exist before any action:
    • dispute/case ID
    • reason code
    • deadline timestamp
    • amount / currency
    • merchant account / MID
  • Validate evidence availability:
    • order ID exists
    • shipment proof exists (if applicable)
    • login/IP/device signals exist (if applicable)
  • Integration:
    • REST/HTTP/Webhook action to fetch case details from disputes platform
    • REST/HTTP/Webhook action to fetch order + fulfillment artifacts from internal systems

3) AI triage (suggestion only)

  • AI produces:
    • recommended path: accept / represent / escalate
    • evidence checklist for the reason code
    • draft narrative (short, structured)
  • Guardrail: AI output is stored as a proposal, not an action.
  • Integration:
    • REST/HTTP/Webhook action to call your LLM endpoint (BYO model)

4) Approvals (human or policy-based)

  • Route approvals based on risk:
    • Auto-approve if amount < $X and evidence completeness score ≥ Y
    • Require Disputes Lead approval if reason code is fraud or amount ≥ $X
    • Require Legal approval if arbitration/pre-arb escalation is recommended
  • Approvals can be collected in a controlled channel.
  • Integration:
    • Autom Mate library: Microsoft Teams (if you use Teams for approvals/notifications)
    • Fallback: REST/HTTP/Webhook action to your ticketing/approval system

5) Deterministic execution (the “safe last mile”)

  • Build the final evidence packet deterministically:
    • pull exact documents
    • generate a single PDF bundle
    • checksum/hash the bundle
    • attach the bundle to the correct case ID
  • Submit only if:
    • approvals are recorded
    • deadline buffer is respected (e.g., internal cutoff = network cutoff minus 24h)
    • idempotency key not previously used for this case
  • Integration:
    • REST/HTTP/Webhook action to upload evidence + submit in disputes platform
    • Optional: store packet in Mate Drive for retention (Autom Mate supports saving artifacts to Mate Drive in workflows) udit trail
  • Log every step:
    • incoming payload
    • validation results
    • AI recommendation + prompt/version
    • approver identity + timestamp
    • exact files submitted + hashes
    • submission response + status
  • Use Autom Mate monitoring/logs for traceability and troubleshooting.

7) Exception hIf upload fails or API times out:

  • retry with bounded attempts
  • alert in Teams
  • open an ops ticket with the full context
  • If submission succeeded but confirmation callback is missing:
    • poll status
    • if still unknown, escalate to manual queue
  • If a wrong packet is detected before submission:
    • stop execution
    • require re-approval
  • Autom Mate supports explicit error handling and improved retry logging/visibility.

Two mini examples

Examp (reason code indicates fraud)

  • Trigger: webhook for new chargeback
  • AI suggests: represent, attach login + device + delivery proof
  • Autom Mate:
    • validates evidence exists
    • requests Disputes Lead approval in Teams
    • on approval, uploads packet + submits
    • logs packet hash + submission receipt

Example B: Pre-arbitration escalation (high amount)

  • Trigger: pre-arb notification
  • AI suggests: escalate to legal, do not submit yet
  • Autom Mate:
    • opens a legal review task
    • blocks submission until Legal approves
    • if deadline buffer is breached, escalates to on-call + creates an urgent ticket

Discussion questions

  • What’s your internal “buffer deadline” (e.g., 24–72h before network cutoff), and how do you enforce it today?
  • Which dispute types do you allow to auto-represent vs. always require human approval?