E-commerce Chargeback Specialist(Paypal)

E-commerce Chargeback Specialist(Paypal)

Global eBrand is looking for an experienced and detail-oriented E-commerce Chargeback Specialist to manage and resolve payment disputes and chargebacks arising from online orders across major payment platforms and card networks.

The ideal candidate will have strong hands-on experience managing e-commerce chargebacks from the merchant side, including investigating customer orders, reviewing payment and fulfillment information, gathering supporting documentation, structuring evidence, preparing representment responses, and managing disputes through to resolution.

The candidate should have proven experience handling US and UK e-commerce chargebacks, particularly through platforms such as PayPal, Adyen, American Express (Amex), Visa, and Mastercard. Experience handling Better Business Bureau (BBB) complaints, customer disputes, fraud, and friendly-fraud cases is also highly valuable.

A strong understanding of the relationship between e-commerce orders, payment transactions, fulfillment, shipping, refunds, customer communication, and chargebacks is essential.

Key Responsibilities

E-commerce Chargeback Management

• Manage the complete lifecycle of chargebacks and payment disputes related to e-commerce transactions and online orders.
• Handle chargebacks from initial notification through investigation, evidence collection, representment, follow-up, and final resolution.
• Review individual orders and customer histories to determine the validity of disputes and identify the strongest defense strategy.
• Manage disputes involving US and UK customers across multiple payment methods, processors, and card networks.
• Prioritize cases based on dispute deadlines, financial value, dispute type, and likelihood of successful recovery.

Order & Transaction Investigation

• Investigate disputed e-commerce orders by reviewing:

• Order details and order history

• Customer information and account history

• Billing and shipping information

• Payment and transaction records

• Product details

• Fulfillment records

• Shipping and tracking information

• Delivery confirmation/proof of delivery

• Refund and return records

• Customer service emails, chats, and tickets

• Previous purchases, refunds, disputes, and chargebacks

• Identify inconsistencies between the customer's claim and the available transaction, fulfillment, and communication records.

• Work with internal teams to obtain missing information required to strengthen a dispute case.

Evidence Gathering & Structuring

• Identify the most relevant and compelling evidence for each dispute rather than submitting unnecessary documentation.
• Build clear, logical, chronological, and well-structured evidence packages tailored to the specific dispute reason.
• Ensure evidence directly addresses the customer's claim and supports the merchant's position.
• Prepare concise and persuasive written explanations to accompany supporting documentation.
• Maintain organized records of all evidence submitted, deadlines, responses, and outcomes.

PayPal or Adyen Disputes

• Manage e-commerce disputes through PayPal or Adyen, including:

• Reviewing incoming claims

• Investigating transactions

• Gathering supporting evidence

• Preparing and submitting representment

• Tracking dispute deadlines

• Monitoring outcomes

• Handling follow-ups and additional information requests

• Maintain a strong understanding of processor-specific dispute requirements and evidence expectations.

American Express, Visa & Mastercard

• Handle American Express chargebacks and prepare appropriate evidence for representment.
• Manage disputes involving Visa and Mastercard where applicable.
• Understand different dispute categories and determine the appropriate evidence and response strategy for each case.

US & UK E-commerce Chargebacks

• Handle payment disputes involving US and UK e-commerce customers.
• Understand the practical requirements involved in investigating international online transactions, fulfillment, shipping, refunds, and customer disputes.
• Monitor relevant processor and network deadlines to ensure timely submission of responses.

Fraud & Friendly Fraud

• Identify potential fraud, friendly fraud, abusive customer behavior, and recurring dispute patterns.
• Analyze customer purchase history, transaction patterns, shipping information, account activity, and customer communications to identify suspicious behavior.
• Identify customers who repeatedly receive products or services and subsequently dispute legitimate transactions.
• Escalate suspicious or recurring patterns to the appropriate internal teams.

Customer & BBB Complaints

• Investigate and respond professionally to Better Business Bureau (BBB) complaints.
• Review the customer's complete order and communication history before preparing a response.
• Coordinate with Customer Support, Operations, Fulfillment, and Finance to establish the facts of the case.
• Prepare factual, professional, and well-supported responses to customer complaints.
• Identify cases where a customer complaint may escalate into a payment dispute or chargeback.

Returns, Refunds & Customer Disputes

• Investigate disputes involving:

• Refunds not received

• Refunds already processed

• Product not received

• Product not as described

• Damaged or incorrect products

• Unauthorized transactions

• Duplicate transactions

• Subscription/recurring transaction disputes

• Review return and refund records to determine whether the merchant fulfilled its obligations.

• Use refund confirmations, return records, customer communications, and payment processor information to support dispute responses.

Reporting & Analysis

• Maintain accurate records of:

• Chargeback volume

• Dispute reason

• Transaction value

• Evidence submitted

• Submission deadlines

• Win/loss outcomes

• Recovery amounts

• Recurring dispute patterns

• Track chargeback win rates and trends and identify opportunities to improve recovery.

• Analyze recurring dispute reasons and customer behavior to identify potential improvements in e-commerce operations, fulfillment, customer support, or fraud prevention.

Cross-Team Collaboration

• Work closely with Customer Support, Fulfillment, Operations, Finance, Logistics, and E-commerce teams to collect information and strengthen dispute cases.
• Establish efficient processes for obtaining order, shipping, refund, and customer communication records.
• Communicate missing information and urgent dispute requirements clearly to internal stakeholders.

Requirements

• 2+ years of hands-on experience managing chargebacks, payment disputes, or dispute resolution in an e-commerce environment.
• Proven experience handling e-commerce chargebacks involving US and UK customers.
• Strong hands-on experience with PayPal and Adyen dispute processes.
• Experience handling American Express (Amex) chargebacks is highly preferred.
• Experience with Visa and Mastercard chargebacks is preferred.
• Experience handling disputes from the merchant/merchant-representment side rather than solely from the issuing-bank/cardholder side.
• Strong understanding of e-commerce order lifecycle, including order processing, fulfillment, shipping, delivery, returns, refunds, and customer support.
• Strong expertise in evidence gathering, evidence selection, structuring, and submission for chargeback representment.
• Ability to understand different chargeback/dispute reason codes and determine the appropriate response strategy.
• Experience handling friendly fraud, unauthorized transactions, Item Not Received, refund-related, and product/service-related disputes.
• Excellent written English with the ability to prepare clear, concise, factual, and persuasive dispute responses.
• Strong analytical and investigative skills with excellent attention to detail.
• Ability to independently manage multiple cases while meeting strict processor and dispute deadlines.
• Comfortable working with e-commerce platforms, payment processors, ticketing systems, spreadsheets, CRM systems, and other digital tools.
• Experience working with Shopify or other major e-commerce platforms is preferred.

Preferred Qualifications

• Experience working directly with Shopify, WooCommerce, Magento, BigCommerce, Shopline, or similar e-commerce platforms.
• Experience handling high-volume e-commerce chargebacks.
• Experience working with PayPal, Adyen, Amex, Visa, Mastercard, Stripe, and other payment processors.
• Experience responding to BBB complaints.
• Experience investigating friendly fraud and repeat-dispute customers.
• Experience working with shipping carriers and interpreting tracking and proof-of-delivery information.
• Experience working with customer support platforms such as Zendesk or similar systems.
• Advanced Excel/Google Sheets skills for chargeback tracking and reporting.
• Experience improving chargeback win rates through better evidence collection, order investigation, and representment strategies.

What We Are Looking For

We are specifically looking for someone with practical, hands-on experience managing e-commerce chargebacks, rather than someone with only general customer service, payment processing, or banking experience.

The ideal candidate should be able to independently take an e-commerce chargeback from:

Chargeback received Order investigation Customer/order history review Evidence collection Evidence structuring Representment submission Follow-up Resolution Documentation & analysis

The candidate should be comfortable investigating an online order across multiple systems and determining why the customer disputed the transaction, whether the claim is valid, what evidence supports the merchant's position, and how to present that evidence effectively.

Strong written communication, analytical thinking, evidence structuring, attention to detail, knowledge of payment processor requirements, and an understanding of e-commerce operations are critical for this role.

Benefits

• Competitive salary
• Work from Home
• Opportunity to work in a dynamic and fast-paced e-commerce environment
• Opportunity to work extensively with US and UK e-commerce transactions and international payment disputes
• Exposure to major payment platforms and card networks
• Opportunity to work across Chargebacks, Fraud Prevention, Customer Support, Fulfillment, Finance, and E-commerce Operations

Work Schedule

Night Shift: 6:30 PM 3:30 AM IST