Solutions · Use case
Disputes & chargebacks
Resolve disputes faster, with every credit and decision on the record.
Relevant for Banking & payments
Typical agents
Dispute-intake, case-summary and resolution agents
Systems touched
Dispute and chargeback platforms, card systems, ledgers
Who approves
Disputes operations and team leads
The risk
What can go wrong
Dispute agents read cases, propose outcomes and issue provisional credits. The firm stays accountable for every credit, whether a person or an agent initiated it — so the evidence has to exist either way.
Credits issued too freely
Provisional credits are easy to issue and hard to claw back. An agent working through a backlog can issue many before anyone looks.
Decisions reversed without review
A reversed decision changes what the customer and the bank owe, yet it is often just one more update to the case.
Inconsistent outcomes
Similar disputes get different treatment depending on which agent or prompt handled them, and nobody can show why.
Typical decisions
How GREENLIGHT typically decides
Each action an agent proposes gets one of four outcomes, with a reason a reviewer and an auditor can read.
| Agent action | Typical outcome | Why |
|---|---|---|
| Summarise a dispute case | Allow | Summarising a case reads data and changes nothing. |
| Provisional credit within policy | Allow | The credit is within the provisional-credit policy. |
| Credit above threshold | Require human approval | The credit is above the threshold that needs a person. |
| Reverse a prior decision | Escalate | Reversing a prior decision is unusual and goes to a person. |
Illustrative. Outcomes follow your policies and thresholds.
One action, end to end
A provisional credit above threshold, end to end
What happens between the moment an agent decides to act and the moment your system changes. Figures are illustrative.
- 1Agent
A disputes agent proposes a provisional credit of S$4,800 on a card dispute.
- 2GREENLIGHT
The amount is above the provisional-credit limit, so the decision is require human approval.
- 3Team lead
A team lead reviews the case summary and approves the credit.
- 4GREENLIGHT
The credit is released once, for that amount on that case.
- 5Logbook
The case record links the credit to its decision and approver.
How GREENLIGHT governs it
Four parts of the platform, working together
Each part of GREENLIGHT plays a role in this use case. Follow a link to see how that part works.
Policy
Credit limits and dispute rules applied consistently.
Define what agents may doDecide
Each proposed credit evaluated before it is issued.
Evaluate every consequential actionEnforce
Larger credits held for an approver.
Act on the decision — and only on the decisionEvidence
Decisions replayable for complaints and audit.
Prove what happened, to anyone who asks
The difference
Without GREENLIGHT, and with it
| Without a decision point | With GREENLIGHT | |
|---|---|---|
| Provisional credits | Issued at agent speed, reviewed later | Within policy they flow; above it they wait for a person |
| Reversals | Just another case update | Escalated, with the reason recorded |
| Consistency | Depends on the agent and the prompt | The same rules applied to every case |
Rollout
Start in shadow, enforce when you are ready
For this use case, as for every other, GREENLIGHT starts by watching. Nothing is blocked until you decide it should be.
Shadow
GREENLIGHT evaluates every action and records what it would have decided. Nothing is blocked, so you can measure before you change anything.
Advisory
Decisions are returned to the agent and to your teams as recommendations, and policies are tuned against real traffic.
Enforce
Holds and blocks are switched on workflow by workflow, starting where the risk is highest and the evidence is clearest.
Get started
Start with this workflow.
Bring one Disputes & chargebacks workflow into GREENLIGHT in shadow mode. We will show you what it would decide on your real traffic, then agree with you when to enforce.