Chargeback & Payment Dispute Specialist — E-Commerce — $6/hour

We are a fast-growing international e-commerce company selling consumer products across multiple countries.

We are looking for a highly organized, reliable, and communicative Chargeback & Payment Dispute Specialist to take ownership of our payment disputes and chargebacks.

This role is especially suited for someone who is excellent at:

Following clear SOPs consistently every single day.
Staying organized even when handling many cases at once.
Keeping accurate records and documentation.
Communicating clearly with other team members.
Following up when something is missing.
Managing deadlines without needing reminders.
Paying attention to small details.
Taking responsibility for their work.

We already have clear systems and SOPs in place.

We are not looking for someone who ignores processes, skips steps, forgets to update cases, or waits until the last minute.

We want someone who can take a clear SOP, follow it accurately, communicate when something is unclear, and make sure every task is completed properly.

Your main responsibility will be to fight chargebacks, collect and submit strong evidence, communicate with our Customer Support team, track deadlines, and make sure no dispute is lost because of poor preparation, poor communication, or missed deadlines.

What Success Looks Like in This Role

A successful person in this role:

Checks every required platform every working day.
Follows our SOPs without skipping steps.
Keeps every chargeback properly documented.
Always knows which cases are urgent.
Communicates immediately when something is missing.
Follows up with Customer Support instead of waiting.
Updates statuses so the rest of the team knows what is happening.
Completes evidence before deadlines.
Double-checks their work before submitting.
Asks questions when something is unclear rather than guessing.
Takes ownership of problems until they are resolved.

Communication and organization are extremely important in this position.

If you notice a problem, we expect you to communicate it.

If you are waiting for information, we expect you to follow up.

If you cannot complete something, we expect you to explain why.

We never want issues to be ignored or left unresolved without communication.

1. Daily Chargeback Monitoring

You will monitor payment disputes across platforms such as:

Shopify Payments
PayPal
Airwallex
Mollie
Other payment providers we use

Your responsibilities include:

Check all payment platforms every working day.
Identify all new disputes.
Log every dispute immediately.
Record the dispute reason.
Record the dispute amount.
Record the evidence deadline.
Keep the status of every dispute updated.
Follow our chargeback SOP for every case.
Prioritize disputes based on deadlines.
Follow up on open disputes.
Track whether disputes are won or lost.
Communicate immediately if there is an issue you cannot solve.

No chargeback should ever be lost because someone forgot about it, skipped a step, failed to communicate, or missed a deadline.

2. Prepare & Submit Chargeback Evidence

You will prepare strong evidence for each dispute.

Depending on the dispute, evidence may include:

Order information
Customer information
Billing and shipping information
Tracking information
Proof of delivery
Shipping confirmation
Customer communication
Customer Support conversations
Refund history
Store policies
Refund policies
Shipping policies
Terms & Conditions
Screenshots
Product information
Other supporting evidence relevant to the case

You will be given clear SOPs explaining how different chargeback types should be handled.

We expect you to follow those SOPs carefully.

At the same time, you must understand the case you are working on.

Do not blindly copy and paste evidence.

Read the information.

Understand what the customer is claiming.

Make sure the evidence actually supports our case.

Double-check everything before submitting.

3. Communicate With the Customer Support Team

Communication with our Customer Support team is a very important part of this role.

You may need Customer Support to:

Contact a customer.
Send you missing information.
Explain what happened in a case.
Resolve a customer issue.
Ask a customer to collect their package.
Ask a customer to close a dispute after their issue has been resolved.
Provide screenshots or previous conversations.
Confirm whether a refund or reshipment was issued.

We expect you to communicate clearly and professionally.

Do not simply send a message and forget about it.

If you are waiting for information, follow up.

If something is urgent, make that clear.

If a deadline is approaching, communicate it.

If Customer Support has made a mistake that affects a chargeback, report it clearly so it can be corrected.

Good communication is one of the most important skills for this role.

4. Investigate Every Chargeback

Before submitting evidence, you should understand the full situation.

You should review:

The entire customer conversation.
Order history.
Tracking history.
Delivery status.
Previous refunds or reshipments.
Customer claims.
Internal notes.
Relevant company policies.

Do not make assumptions.

Do not skip information because you are in a hurry.

Follow the investigation process in our SOP and make sure you understand what happened before making a decision.

5. Deadline Management

You will often handle many disputes at the same time.

Being organized is therefore extremely important.

You will be responsible for:

Recording every deadline correctly.
Keeping an organized list of open cases.
Prioritizing urgent disputes.
Preparing evidence early.
Following up when information is missing.
Escalating problems before they become urgent.
Making sure nothing gets forgotten.

You should never need management to remind you that a chargeback deadline is approaching.

Managing your workload and deadlines is your responsibility.

6. Documentation & Organization

Every chargeback must be properly documented.

We expect you to keep clear records showing:

What happened.
What the customer claimed.
What evidence was collected.
What actions were taken.
Whether Customer Support was contacted.
What information is still missing.
When evidence was submitted.
The final dispute outcome.

Another team member should be able to open your documentation and immediately understand the status of the case.

If your work is not documented, it is considered incomplete.

7. Track Chargeback Results

You will track dispute outcomes and help us understand why we win or lose cases.

You should track things such as:

Chargeback reason.
Payment provider.
Amount.
Evidence submitted.
Outcome.
Win rate.
Reasons for losses when identifiable.

If you notice repeated problems, communicate them to management.

For example:

Customers frequently dispute delayed packages.
A specific shipping method creates many disputes.
Customer Support is handling a situation incorrectly.
Certain evidence is missing repeatedly.
We are repeatedly losing one specific type of dispute.

We want someone who notices patterns and communicates them clearly.

8. Improve Our Chargeback Process

Our SOPs are important, but they should also improve over time.

If you notice:

A repeated mistake.
An unclear SOP.
A missing step.
A better evidence structure.
A recurring communication problem.
A process that is causing unnecessary chargebacks.

You should report it.

We want someone who can follow systems extremely well while also helping us improve them.

Daily Responsibilities

Every working day you should:

Check all payment processors.
Identify new disputes.
Log all new chargebacks.
Review upcoming deadlines.
Work through active cases.
Follow the correct SOP for every dispute.
Collect missing evidence.
Communicate with Customer Support when necessary.
Follow up on unanswered requests.
Submit completed evidence.
Double-check submissions.
Update dispute statuses.
Track wins and losses.
Report urgent issues.
Make sure there are no forgotten cases.
IMPORTANT

To confirm that you have carefully read this entire job description, please start your application with the words:

CHARGEBACK SPECIALIST

Applications that do not begin with these words will not be reviewed.

What We Are Looking For

The most important qualities for this position are:

Extremely Organized

You should be comfortable handling many active cases without losing track of deadlines, follow-ups, or missing information.

Excellent at Following SOPs

We have clear processes for how work should be completed.

We need someone who can follow instructions consistently every day.

Not just during the first week.

Not only when someone is checking.

Every single day.

You should not skip steps because you believe they are unnecessary.

If an SOP is unclear, communicate with us instead of guessing.

Strong Communication

You will communicate regularly with Customer Support and management.

We expect you to:

Respond clearly.
Ask questions when necessary.
Follow up.
Communicate problems early.
Explain what you need from another team member.
Keep people updated on important cases.

Ignoring a problem is never acceptable.

Reliable

If you are responsible for something, we expect it to get done.

We should not need to repeatedly remind you about your responsibilities.

Detail-Oriented

Small mistakes in chargebacks can cost the company money.

You must be comfortable checking details carefully and reviewing your work before submission.

Proactive

If something is missing, investigate it.

If someone has not responded, follow up.

If a deadline is approaching, act early.

If you notice a repeated problem, report it.

Do not wait until someone tells you what to do.

Experience

Previous experience handling chargebacks or payment disputes is strongly preferred.

Experience with any of the following is a major advantage:

Shopify
Shopify Payments
PayPal
Airwallex
Mollie
Gorgias
Gmail
Slack
Google Sheets
Excel
WhatsApp
Performance Expectations

Your performance will be evalua