Handling chargebacks at scale: a Connect playbook

Channel: Evolve · Duration: 14:18 · Published: March 22, 2026 · 12,855 views

If you're running a Connect platform with a few hundred sellers, chargebacks become a process problem, not a per-incident one. This walkthrough covers per-seller routing, automated evidence collection, the retention rules that actually move the needle, and the dashboard views your ops team will live in.

Chapters

0:00 — When chargebacks become an ops problem
1:35 — Routing: which disputes go to the seller, which to your team
4:02 — Auto-collecting evidence (receipts, shipping confirmations, customer comms)
7:28 — The pre-emptive refund call (Verifi/Ethoca alerts)
10:14 — Reporting: dispute rate as a leading indicator of seller risk
12:40 — Three habits that cut our beta cohort's dispute rate by ~40%

Transcript highlights

"…the biggest lever isn't the dispute response itself — it's not letting the dispute happen. Pre-emptive refunds via Verifi and Ethoca alerts cost you the transaction but save you the dispute fee, the reputational hit on your acquirer, and the hours of evidence work…"

"…we route disputes by reason code. Chargebacks marked 'fraud' go to the seller because they have the receipt. 'Service not received' goes to your ops team because the seller has an incentive to play it down. Nobody's whole-system optimum…"