Dispute & Chargeback Prevention Manager

# Dispute & Chargeback Prevention Manager

**Salary:** $5/hour
**Employment Type:** Full-time
**Role:** Remote

## About the Role

We are looking for an experienced **Dispute & Chargeback Prevention Manager** to take full ownership of customer disputes, PayPal claims, credit card chargebacks, and backend payment-risk operations across our eCommerce stores.

This is a hands-on role for someone who understands how **PayPal disputes, credit card chargebacks, and payment processor disputes** work and knows how to prevent disputes before they happen, resolve customer issues proactively, and build strong evidence packages when a dispute or chargeback is filed.

The ideal candidate is highly organized, detail-oriented, proactive, and experienced in managing disputes from start to finish.

## Key Responsibilities

### Chargeback & Dispute Prevention

* Monitor orders and customer issues that could potentially result in disputes or chargebacks.
* Identify high-risk or problematic orders before they escalate.
* Proactively communicate with customers to resolve delivery, product, refund, or service issues.
* Work closely with customer support and operations to resolve complaints before customers contact PayPal or their bank.
* Maintain accurate records of refunds, replacements, tracking information, customer communications, and resolutions.
* Identify recurring reasons for disputes and recommend improvements to reduce future chargebacks.

### PayPal Dispute Management

* Manage **PayPal disputes, claims, and escalations** from start to finish.
* Investigate each case and determine the appropriate response.
* Prepare strong and well-organized evidence packages.
* Submit dispute responses within PayPal's deadlines.
* Track open cases, deadlines, responses, and outcomes.
* Analyze successful and unsuccessful cases to continuously improve the dispute process.

### Credit Card Chargeback Management

* Manage **credit card disputes and chargebacks** filed through banks and card networks.
* Investigate chargeback reason codes and determine why the customer disputed the transaction.
* Collect and organize supporting evidence, including:

* Order details
* Customer communications
* Shipping and tracking information
* Delivery confirmation
* Product information
* Refund/replacement records
* Payment information
* Checkout/order information
* Relevant terms and policies
* Prepare clear, accurate, and compelling chargeback responses.
* Submit responses within processor deadlines.
* Monitor chargeback outcomes and maintain detailed records of wins and losses.
* Identify recurring chargeback reasons and recommend preventive measures.

### Backend Dispute Operations

* Maintain a centralized **dispute and chargeback tracking system**.
* Track every case, including:

* Customer
* Order number
* Dispute/chargeback reason
* Amount
* Payment method
* Deadline
* Evidence submitted
* Current status
* Outcome
* Make sure no dispute deadline is missed.
* Coordinate with customer support, fulfillment, suppliers, and management when additional information is required.
* Escalate serious, unusual, or high-value cases to management.
* Maintain accurate documentation for every customer/payment issue.
* Prepare regular reports showing dispute volume, chargeback rate, win rate, losses, and common dispute reasons.

## What We Are Looking For

* **Strong previous experience managing PayPal disputes and credit card chargebacks.**
* Practical understanding of how payment disputes and chargebacks work.
* Experience preparing evidence and successfully winning disputes.
* Experience with PayPal and other payment processors.
* Experience handling **credit card chargebacks/disputes through payment processors or merchant platforms**.
* Strong understanding of chargeback reason codes and evidence requirements.
* Proven ability to prevent customer complaints from becoming chargebacks.
* Excellent organizational and documentation skills.
* Extremely strong attention to detail.
* Ability to manage a large number of cases without missing deadlines.
* Comfortable working with Shopify, Google Sheets, customer support platforms, payment processors, and eCommerce tools.
* Strong written English.
* Ability to investigate problems independently and make practical decisions.
* Experience with eCommerce, dropshipping, or online retail is highly preferred.

## What Makes a Great Candidate

We are **not looking for someone who simply responds to chargebacks after they happen.**

We want someone who understands the complete process:

**Identify the problem → Contact the customer → Resolve the issue → Prevent the dispute → If a dispute occurs, investigate it → Build the evidence → Submit the response → Track the outcome → Learn from the case.**

The ideal candidate should think proactively about **reducing chargebacks**, while also maximizing the chances of winning legitimate disputes that have already been filed.

## Compensation

**$5/hour**

The position may grow into a larger operational role based on performance, organization, dispute win rates, and measurable improvements in chargeback prevention.

## How to Apply

Please include the following in your application:

1. Your previous experience with **PayPal disputes**.
2. Your previous experience with **credit card chargebacks**.
3. Which payment processors/platforms you have worked with.
4. Your experience with chargeback prevention.
5. Your experience preparing dispute evidence.
6. The types of eCommerce businesses/stores you have worked with.
7. Your previous role and responsibilities.
8. Your availability and time zone.
9. Your experience using Shopify, Google Sheets, payment processors, or customer support platforms.

**Candidates with proven PayPal and credit card chargeback experience will receive priority.**