Defend a chargeback
The requirements for defending against chargebacks vary depending on the reason for the chargeback. You can use Antom Copilot chargeback AI assistant and Auto defense for full refunds to enable efficient handling of chargebacks and protect your financial interests.
For all types of chargebacks, you must provide documents with details of transactions to help you build a strong case to challenge the chargeback.
Defense document requirements
Document formats
To ensure a smooth upload, you need to submit documents in one of the following three formats:
- DOC (maximum file size 4 MB)
- DOCX (maximum file size 4 MB)
- PDF (maximum file size 4 MB)
File upload and processing
Defense documents for chargeback can be uploaded and processed through Antom Copilot chargeback defense or the supplyDefenseDocument API. Please ensure that the submitted documents meet the requirements of the documents documents for chargeback and that the content is true, complete, and clear, thereby helping buyers verify and resolve transaction issues more efficiently.
Note: Once the files are submitted, they cannot be edited or supplemented. Therefore, it is essential to review carefully before submission to ensure that all relevant documents have been uploaded.
Compelling evidence
Providing compelling evidence is key to defending chargeback, because it proves that users participated in the transaction, received the goods or services, or benefitted from the transaction. The most common situations and their respective compelling evidence are listed here.
Because some card schemes aggregate chargeback reason codes into a single reason code, it is impossible to get additional information about the underlying reason for the reason code.
Therefore, we recommend you try to identify which chargeback reason(s) might be applicable and provide as much proof as possible to ensure the defense is valid.
Antom Copilot chargeback AI assistant
Antom Copilot chargeback AI assistant is an AI-driven proactive dispute management system powered by advanced big data analytics and machine learning.
It intelligently detects chargeback risks and automatically generates high-quality dispute strategies, helping merchants improve win rates, accelerate response times, and streamline end-to-end chargeback management while significantly reducing operational effort.
Its key benefits are demonstrated through the following aspects:
- Higher-quality dispute documentation: Through intelligent analysis of transaction and supporting data, Antom Copilot generates clear, well-structured, and compelling dispute materials that improve credibility and acceptance rates.
- Faster dispute handling: Automated workflows and smart data matching reduce manual preparation and repetitive tasks, enabling quicker turnaround times and more efficient dispute processing.
- Better user experience: Built-in pre-submission double checks and real-time case status updates help minimize errors and provide greater transparency throughout the dispute lifecycle.
Antom Copilot chargeback AI assistant is primarily operated through Antom Dashboard. For the detailed process, please refer to Antom Copilot chargeback defense.
Auto defense for full refunds
To continuously enhance the merchant experience, we have launched an intelligent automatic chargeback processing feature. When a chargeback occurs, if you have initiated a full refund and the system successfully recognizes that the full refund request has been completed, the chargeback case will be resolved automatically, without any further action required from the merchant.
This mechanism not only simplifies the operational process for merchants but also effectively reduces the hassle caused by chargebacks, ensuring the safety of funds. Merchants can focus on business development without worrying about chargeback issues.
This feature is only available for full refunds. It has been automatically and activated for all merchants for free, requiring no additional action on your part. The system will automatically enable the functionality upon detecting a relevant transaction.
Note: If the system fails to recognize that a full refund has been issued for the transaction, and the chargeback is initiated, the chargeback will not be resolved automatically and must be processed through the standard chargeback defense procedure. For operational inquiries or post-refund unresolved cases, please contact our customer service agent at Chargeback_Support@service.alipay.com for assistance and guidance.
This feature offers the following key benefits:
- Increase the success rate of chargeback cases and the rate of successful returns.
- Reduce the operational burden on merchants during chargeback processing, improving their experience.
- Prevent multiple deductions or refunds due to confusion.
Process of the auto defense
The diagram below illustrates the process of the auto defense for full refunds:
- Initiate the process.
When a chargeback case occurs, the system automatically initiates the processing workflow.
- Check whether a full refund has been issued.
The system automatically checks whether the merchant has already processed a full refund for the transaction in question.
- If a full refund has been issued: You will be notified via the supplyDefenseDocument API or Antom Dashboard that a full refund has been made and no dispute response is required. The case is closed automatically with no further action needed.
- If no full refund has been issued: You will be notified via the supplyDefenseDocument API or Antom Dashboard to proceed through the standard chargeback process and prepare supporting documents. You must submit the dispute materials within the specified time frame. The system will then initiate the manual dispute process to determine the outcome. The case will ultimately be resolved as either "won" or "lost".
The screenshot demonstrates the case in Antom Dashboard when a dispute is automatically resolved once a full refund is processed.
