AI Chargeback Defender

How chargebacks actually work in the UAE

A chargeback happens when a customer disputes a card transaction with their issuing bank. The card network (Visa, Mastercard, Amex) pulls the money from your merchant account and gives you (typically) 7-15 days to respond with evidence proving the transaction was legitimate. If you win the dispute, the money comes back. If you don't respond — or your response is weak — the money is gone, plus you pay a chargeback fee (50-150 per dispute) and your dispute ratio counts against your merchant account standing.

UAE merchants on Telr, PayTabs, Network International, Stripe-UAE, and Tap face the same chargeback mechanics. Common reason codes:

• 4853 / 13.1 — Cardholder dispute — "I didn't receive the goods/services"
• 4837 / 10.4 — Fraudulent transaction — "I didn't authorize this"
• 4855 / 13.2 — Defective merchandise — "Goods received but not as described"
• 4842 / 12.1 — Duplicate billing — "Charged twice"
• 4863 / 11.2 — Credit not processed — "I returned the item but no refund"

What HIBR's defender assembles automatically

The AI uses your live HIBR ledger to pull the artifacts that matter for the specific reason code:

• Transaction confirmation — invoice, amount, currency, timestamp, customer record
• Authorization log — card BIN, 3DS authentication result, AVS match, CVV match, IP address, device fingerprint
• Customer authentication — login history, WhatsApp messages, prior orders, account age
• Delivery proof — courier tracking, signed POD, geolocation drop-off, photo confirmation if available
• Customer communication — order confirmation email, shipping notification, WhatsApp messages
• Compliance artifacts — VAT invoice PDF, T&Cs accepted at checkout, refund policy disclosure

The agent then drafts a structured response narrative referencing the specific reason code, suggests a win probability based on evidence strength + historical UAE merchant win rates, and submits the defense pack to your payment processor via API where supported (Stripe, Telr, PayTabs Plus).

What the agent never does

• Never fabricates evidence — only assembles what exists in your ledger
• Never inflates win probability — under-promises if evidence is thin
• Never auto-submits a dispute for fraud-flagged transactions (escalates to human review)
• Never claims a chargeback is "winnable" if the customer's complaint is legitimate (e.g., genuine non-delivery)

The defender is most useful for the chargebacks where the merchant is actually owed the money — and the friction was admin overhead rather than the merits of the case. For genuinely disputed transactions, the agent will tell you so and recommend issuing a refund instead.