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How to automate chargeback evidence and keep a person in charge
Chargeback evidence automation builds the dispute file from facts you already hold: the transaction, the refund history, the policy the customer agreed to, delivery and return records, and your messages. Lumtry assembles that pack when a Stripe or PayPal dispute arrives, drafts a response, and waits for a person to approve it before anything is submitted.
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Explained 1
What evidence helps a chargeback response?
Records that answer the reason given, not argument: proof of the transaction, proof of delivery or return, the policy shown at purchase, what the customer was told, and any refund already paid. The file is stronger when each fact names where it came from.
Explained 2
What goes into a Lumtry evidence pack?
Six sections built from stored facts: the transaction, the refund history with each decision and policy version, the policy, delivery and returns, messages from the portal and helpdesk, and earlier undisputed payments from the same customer. Each section lists its sources or says why it is empty.
Explained 3
Does Lumtry submit disputes automatically?
No. Lumtry drafts the response narrative, and a person edits and approves it in the dashboard before it is submitted. An owner, admin or operator can approve, decline or mark a dispute as submitted, and declining never calls the processor.
Explained 4
How do I avoid missing a dispute deadline?
Each dispute case tracks its deadline and sends reminders 72 hours and 24 hours before it closes, by email or Slack notification. Outcomes such as won, lost or expired are recorded in the audit log when the processor reports them.
How to
Handle a dispute in five steps
Connect Stripe or PayPal
Lumtry receives verified dispute notices from Stripe and PayPal and opens a dispute case linked to the refund cases for the same payment.
Add Dispute Automation
Dispute tracking works on every plan. Evidence packs, submission and deadline reminders need the Dispute Automation add-on on Starter or Growth, or the Scale plan.
Review the evidence pack
Open the dispute to see each section and its sources, and close any gap the pack points out before you respond.
Edit and approve the narrative
Read the drafted response, change what needs changing, and approve it. Nothing goes to the processor until a person approves.
Track the outcome
Watch the deadline on the case. When the processor reports a result, it is recorded on the dispute and in the audit log.
FAQ
Frequently asked questions
Which processors does dispute automation support?
Stripe and PayPal. Evidence is submitted through each processor's own dispute API.
Is there a fee on won disputes?
Yes. A success fee applies only to disputes submitted through Lumtry that end as won, and it is capped. Disputes you handle elsewhere carry no fee. The pricing page lists current terms.
Does AI write the whole dispute response?
AI drafts the narrative from the evidence pack, and a person must approve it. The pack itself is built from stored records without AI, so the facts do not depend on a model.
How does the refund audit trail help a dispute?
The refund history section comes straight from the audit trail: each decision, who made it, through which channel and under which policy version. It shows the issuer what happened, in order.
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