Global eBrand is looking for an experienced and detail-oriented Chargeback Specialist to manage and resolve payment disputes and chargebacks across major payment platforms and card networks.
The ideal candidate should have hands-on experience handling US and UK chargebacks, particularly through platforms such as PayPal, Adyen, and American Express (Amex), as well as experience dealing with Better Business Bureau (BBB) complaints and customer disputes.
A strong understanding of evidence structuring and dispute documentation is essential. The candidate must be able to review a case, identify the strongest supporting evidence, and build a clear, logical, and persuasive response to maximize the chances of a successful dispute reversal.

Key Responsibilities

- Chargeback Management: Handle end-to-end chargeback cases across PayPal, Adyen, American Express, and other relevant payment platforms and card networks.
- Evidence Structuring: Review transaction details, customer communication, order information, shipping records, tracking, delivery confirmation, refund records, and other documentation to build strong and well-structured evidence packages.
- Dispute Representation: Prepare clear, factual, and persuasive responses to chargebacks and disputes, ensuring each case directly addresses the reason for the dispute.
- PayPal & Adyen Disputes: Manage disputes through PayPal and Adyen, including reviewing claims, submitting evidence, tracking outcomes, and handling follow-ups.
- American Express Disputes: Handle Amex chargebacks and understand the documentation and evidence required for successful representment.
- UK/US Chargebacks: Demonstrated experience handling chargebacks and payment disputes involving customers in the UK and US.
- BBB Complaints: Handle Better Business Bureau complaints professionally, investigate the underlying issue, and prepare appropriate responses and supporting documentation.
- Case Investigation: Analyze order history, payment information, customer communication, fulfillment records, shipping/tracking information, and internal records to determine the validity of a dispute.
- Fraud & Abuse Identification: Identify suspicious patterns, fraudulent claims, friendly fraud, and recurring dispute behavior.
- Documentation & Record Keeping: Maintain accurate records of disputes, evidence submitted, deadlines, outcomes, and follow-up actions.
- Reporting & Analysis: Track chargeback trends, win/loss rates, recurring dispute reasons, and other relevant performance metrics.
- Cross-Team Collaboration:



Work with Customer Support, Operations, Fulfillment, Finance, and other internal teams to gather information and strengthen dispute cases.

Requirements

- 2+ years of hands-on experience in chargeback management, payment disputes, or dispute resolution.
- Proven experience handling US and UK chargebacks.
- Strong hands-on experience with PayPal and Adyen dispute processes.
- Experience handling American Express (Amex) chargebacks is highly preferred.
- Experience responding to Better Business Bureau (BBB) complaints is a strong advantage.
- Strong expertise in evidence gathering, structuring, and submission for chargeback representment.
- Ability to understand different chargeback/dispute reason codes and determine the appropriate response strategy.
- Excellent written English with the ability to create clear, concise, factual, and persuasive dispute responses.
- Strong analytical and investigative skills with excellent attention to detail.
- Ability to work independently and manage multiple cases while meeting strict dispute deadlines.
- Comfortable working with payment platforms, ticketing systems, spreadsheets, and other digital tools.
- Experience with e-commerce transactions, order fulfillment, shipping, refunds, and customer support processes is preferred.

Preferred Qualifications

- Experience with Visa and Mastercard chargebacks.
- Experience with additional payment processors or dispute platforms.
- Experience handling friendly fraud, item-not-received, unauthorized transaction, refund-related, and product/service-related disputes.
- Previous experience in an e-commerce environment.
- Familiarity with payment dispute regulations, processor policies, and industry best practices.
- Experience improving chargeback win rates through better evidence collection and case structuring.

What We Are Looking For
We are specifically looking for someone who has practical, hands-on chargeback experience, rather than someone with only general customer service or payment-processing knowledge.




The ideal candidate should be able to take a chargeback case from initial investigation → evidence collection → evidence structuring → dispute submission → follow-up → resolution with minimal supervision.
Strong written communication, evidence structuring, attention to detail, and knowledge of payment processor requirements are critical for this role.

Benefits

- Competitive salary
- Work from Home
- Opportunity to work in a dynamic and quick-paced e-commerce environment
- Opportunity to work extensively with international payment disputes and chargeback processes

Work Schedule
Night Shift: 6:30 PM – 3:30 AM IST

Pay: ₹400,000.00 - ₹700,000.00 per year

Benefits:

- Work from home

Application Question(s):

- Which payment platforms have you handled chargebacks/disputes on?

PayPal
Adyen
American Express
PayPal + Adyen
PayPal + Adyen + American Express

- Which geographical markets have you handled chargebacks for?

US
UK
US + UK
US + UK + Other international markets
Other

- Which types of chargebacks have you handled?

Friendly Fraud
Item Not Received
Unauthorized Transaction
Refund-related
Product/Service-related
Multiple dispute types

- What type of chargeback evidence have you worked with?

Order and transaction details
Customer communication
Shipping and tracking records
Delivery confirmation
Refund records
All of the above

- How would you describe your experience with chargeback representment?

Basic exposure
Assisted with evidence preparation
Independently prepared and submitted cases
Managed the complete representment process

- How would you typically approach a chargeback case?

Please briefly describe your process from investigation through submission and resolution.

- Which chargeback/card networks or payment processors have you worked with apart from PayPal and Adyen?

Please specify.

- What information do you typically review before preparing a response to a chargeback?

Please describe the key information/evidence you consider.

- Describe one challenging chargeback case you handled and how you approached it.

Please include the dispute reason, evidence used, and outcome if possible.

- What tools or systems have you used to track chargebacks, deadlines, evidence, and case outcomes?
- What is your experience handling BBB complaints or customer disputes?

Please briefly describe the type of complaints you handled and your approach.

- This role requires working from 6:30 PM to 3:30 AM IST. Please describe your availability for this schedule.

Work Location: Remote

📌 Chargeback Specialist – UK/US Payments & Dispute Resolution (India)
🏢 Hire Mountain
📍 India