Use cases
Subscription cancellation dispute
Work through chargebacks automatically, from evidence collection to filing.
Tags
AI Agent
Back office
Outbound
Channel
Chat
Voice
Category
Disputes
Industry
Retail banking
What it does
Subscription chargebacks have a time limit. If evidence isn't gathered and the chargeback isn't filed promptly, the window closes and the customer loses out.
The Gradient Labs agent works through each dispute automatically. It checks the customer's account and dispute history, collects supporting evidence, and decides the right next step. When a chargeback is warranted, it files one. If the merchant responds, the agent re-engages the customer to make a final call.
Disputes that used to require analyst time at each stage now resolve end-to-end, with human review only where it's needed.
How it works
The Gradient Labs AI agent runs the full dispute lifecycle as a back-office workflow. It starts by checking eligibility: has the transaction settled, and is it within the 120-day chargeback window? If evidence is missing, it reaches out to the customer to request it. A fraud check reviews the customer's dispute history for suspicious patterns.
The agent then classifies the dispute (fraud, non-receipt, incorrect amount, cancelled order, or merchant issue), checks the criteria, and submits the chargeback. When the merchant responds, the agent evaluates whether to accept, reject, or escalate to pre-arbitration, and follows the case through to the card network's final ruling.
See it in action
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