Card dispute management that keeps every claim ahead of its Reg E or Reg Z line
No missed Reg E or Reg Z deadline; claims investigated in minutes.
See one case, screen by screen ↓Software that takes a card dispute from the customer’s notice to a decision, a letter and a chargeback, keeping each disputed charge on its legal and network clock. Card Dispute Management adds six agents that read the notice, count the clocks, gather the authorizations and merchant evidence, screen for first-party abuse and draft the decision — the dispute analyst decides and signs.
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Disputes arrive by phone, in the app, by email and by letter, and each disputed charge starts its own clock. A debit claim falls under Reg E: decide within 10 business days or give provisional credit, and finish within 45 days — 90 for point-of-sale, foreign and new-account transactions. A credit card claim falls under Reg Z: acknowledge within 30 days and resolve within two complete billing cycles, never more than 90 days. The Visa and Mastercard timeframes for chargebacks and pre-arbitration sit on top. A call about a debit charge and a written notice about two credit card charges put one customer on a Reg E clock and two Reg Z clocks in the same week.
Most of an analyst’s time goes on gathering, not deciding: authorizations in one system, merchant replies in another, carrier tracking and account history in a third, and the clocks in a spreadsheet that counts calendar days through a bank holiday. Meanwhile customers disputing their own purchases grow every year — and a signal of first-party abuse is not a reason to deny. A denial needs a reasonable investigation and a written explanation, and a card-absent fraud chargeback is likely lost when the merchant answers with Compelling Evidence 3.0.
Estimated elapsed hours on a typical multi-charge claim, from the notice to a decision, by hand and with the solution. Time spent waiting for a merchant to answer is not counted.
Six specialist agents put every charge on its legal clock and gather the evidence; the dispute analyst decides and signs.
Rachel Dunmore calls Silverpine Bank on Tue 29 Sep to dispute three charges on two cards, $2,286.15 in all. Here is the claim on Tuesday 13 October, the morning after Columbus Day, screen by screen in the working solution.
Alicia opens her home screen and sees the claim itself: one lane per disputed charge, from the purchase to the legal line it must beat, with weekends shaded and Columbus Day hatched as a day that does not count. Each record hangs from the step it supports — the two card reads under “Authorizations pulled”, the carrier record under Lumen’s reply. Over the long weekend the agents read 312 claims and put each on its clocks.
“3 charges on 2 cards · $2,286.15 · business day 9 of 10 on the debit card · evidence attached as it arrived”
Replay plays the debit claim back. On Monday night the Day 10 line sits two business days away — Wed 14 Oct, with Columbus Day skipped — and the $612.75 provisional credit is staged to post one business day before it. At Tue 06:00 it posts itself and the line turns green.
“Day 10 — met a day early · provisional credit posted Tue 06:00.” A standing rule the operations manager approved — it is not a decision.
The call on 29 Sep at 16:42 and the app form on 30 Sep at 21:10 became three transactions under two rules. The case shows each clock: Reg E met by the 06:00 credit, the Reg Z acknowledgement sent Thu 1 Oct, Reg Z resolution by Fri 18 Dec, and the Visa pre-arbitration decision by Sun 8 Nov. Every reply is in — SkyHarbor answered on 9 Oct, Lumen on 6 Oct.
The notice reader reads the call note and the app form, the clock keeper checks four clocks, the transaction investigator pulls 3 authorizations and 90 days of activity, the merchant and network evidence agent reads 2 merchant replies, the first-party screen weighs 5 signals and the resolution drafter writes the recommendation. Each finding lands on the transaction it belongs to.
“Denial above $1,000 needs Marcus Bell.”
Her chip card was read with a PIN at Hollis Street Market in Columbus at 16:51 ET for $38.62. At 17:06 ET the Reno purchase was swiped by magnetic stripe at a chip-capable terminal — entry mode 90 — while, as she told Terrell Simms’ team, the card was in her wallet. Counterfeit: credit final, and a Visa 10.1 chargeback under the chip liability shift.
Lumen answered that order LH-882104, a walnut bookcase, was delivered on 28 Aug with tracking 1Z 84W 2R0 03 5518 2271. The carrier’s record for that number ends at a front desk in Tacoma, WA 98402; her order ships to Columbus, OH 43215. The merchant’s proof does not hold: credit final, recovered with Visa 13.1.
SkyHarbor’s representment shows two earlier SkyHarbor purchases she never disputed, 179 and 246 days before, from the same iPhone …7f3a and home IP she uses for Silverpine’s app. The travel record shows Rachel Dunmore checked in from that phone and boarded SH 1182 Columbus–Orlando on Sat 3 Oct — four days after she disputed the ticket.
Before you deny: the investigation is on the evidence, not the screen · no affidavit or police report was asked for · she can ask for the documents · no late reporting for 10 days · second signature.
The first-party screen rates SkyHarbor Strong — 3 of 5: the same phone as her banking app, the Compelling Evidence 3.0 match and the used ticket. Disputed before travelling is Medium. Her two earlier disputes in 24 months, both small and in her favour, show no pattern. Nothing on the Reno or Lumen charges.
“A signal is shown to you, never used to decide. The decision rests on the evidence.”
Credit $1,002.15 final, deny $1,284.00 with a written explanation, and two chargebacks to recover the $1,002.15. The letter to Rachel is drafted in plain language — the outcome of each charge, the reason, and the documents she can ask for — and is sent only on signature. Alicia signs; because the denial is above $1,000, it goes to Marcus Bell for the second signature.
Meaning of signature: “Investigated — decide as shown.” The signature, the time, each decision and its evidence go on the audit trail.
Marcus co-signs. The $1,002.15 posts as final credit, the letter goes to her app inbox and by mail, and the Visa 10.1 and 13.1 chargebacks are filed. Back on the timeline, every line on the claim — Reg E, Reg Z, Visa — is marked met.
“Closed today 08:49 · $1,002.15 credited final · $1,284.00 denied with the evidence · every line met a day early”
The same claim, seen by the five people who carry it — from the call that starts the clock to the second signature.
Six specialist agents put every charge on its legal clock and gather the evidence; the dispute analyst decides and signs.
Reads call notes, app forms, emails and scanned letters, splits each notice into transactions and names the rule — Reg E, Reg Z or the pay-over-time terms — and the error type.
Starts every legal and network clock with the bank’s business-day calendar, watches it, escalates one business day before it expires and posts Reg E provisional credit then under the bank’s standing rule.
Pulls the authorization for every disputed charge — entry mode, chip, terminal, device, IP, location — with card status and 90 days of activity.
Sends merchant inquiries, reads representments, checks Compelling Evidence 3.0 and verifies carrier tracking against the customer’s address.
Weighs first-party signals — device and IP match, used tickets, timing, earlier disputes — and shows each one with its source.
Recommends credit or deny per transaction with the rule, routes fraud denials above $1,000 to a second signer, drafts the customer letter and prepares the chargebacks.
Decides and signs; investigator co-signs denials above $1,000. The agents propose; a named person decides.
Analysts ask in plain words — or tell it what to draft. Every answer points to the record it rests on.
Why is the SkyHarbor ticket recommended for denial?
Three pieces of evidence point to Rachel making the purchase herself: it was bought from iPhone …7f3a and IP 198.51.100.24, her banking phone and home connection; the same device and IP made two undisputed SkyHarbor purchases 246 and 179 days earlier (Compelling Evidence 3.0); and she checked in from that phone and boarded SH 1182 on 3 Oct, four days after the dispute. Her two earlier disputes show no pattern. It is above $1,000, so Marcus Bell co-signs. The decision is yours.
Which Reg E clocks are due today without a decision?
Nine clocks due today have no decision yet — seven Reg E decisions and two results letters. One is yours: Owen Castellano’s $800 ATM claim is proven and ready to sign. Rachel Dunmore’s Reg E line is tomorrow; her provisional credit of $612.75 posted at 06:00, so it is already met.
Show me the proof the Lumen bookcase never arrived
Lumen answered on 6 Oct that order LH-882104 was delivered on 28 Aug with tracking 1Z 84W 2R0 03 5518 2271. The carrier’s record for that number ends delivered at a front desk in Tacoma, WA 98402. Her order ships to 418 Kenwick Ave, Columbus OH 43215. The merchant’s proof does not hold, so the $389.40 is credited and recovered with Visa 13.1.
Draft the letter to Rachel Dunmore
Drafted in plain language: the Reno purchase and the bookcase credited for good, the SkyHarbor decision explained with the device, IP and boarding record, the documents she can ask for, and no late reporting for 10 days. Sent only when you sign.
13 screens from the working solution, on its sample data. Pick one to see it large.
The clocks and rules every claim runs on are settings — versioned and on the audit trail.
| Setting | Default | Choose from |
|---|---|---|
| Business-day calendar | Federal Reserve holidays | Federal Reserve holidays · Federal Reserve holidays + Day after Thanksgiving · Federal Reserve holidays, Saturdays open |
| Post Reg E provisional credit automatically | 1 business day before the line | 1 business day before the line · On the last business day · Day 1 for claims under $100 |
| Escalate before a clock expires | 1 day | 1 · 2 · 3 business days |
| Small claims — credit without a chargeback | Under $25 | Under $25 · Under $50 · Always file |
| Analyst signs fraud denials alone up to | $1,000 | $500 · $1,000 · $2,500 |
| Second signature | Marcus Bell | Marcus Bell · Any fraud claims investigator |
| Customer letters | App inbox and mail | App inbox and mail · App inbox only, mail on request · Mail only |
| First-party screen | On | Signals shown to the analyst; never denied on a signal |
Every figure is labelled: a target the solution is built to, an estimate, a typical published result, or a proven one.
“demo” = seen in the working solution, on its sample bank data · “target” = the design goal, measured in the live solution · “estimated” = our estimate · “typical” = published figures (ICBA — $11B of card charges disputed in 2024, +40% since 2019; Mastercard / Datos Insights via chargeback.io — 25% of chargebacks are first-party fraud). Reg E and Reg Z timeframes: 12 CFR 1005.11 and 12 CFR 1026.13. People, banks and merchants named on this page are fictional — characters and sample data in the working solution.
Software that takes a card dispute from the customer’s notice to a decision, a letter and a chargeback, keeping each disputed charge on its legal and network clock. Card Dispute Management adds six agents that read the notice, count the clocks, gather the authorizations and merchant evidence, screen for first-party abuse and draft the decision — the dispute analyst decides and signs.
The clock keeper starts the 10-business-day clock (20 on accounts open less than 30 days) on the bank’s business-day calendar, so a holiday such as Columbus Day does not count. If the claim is not decided, it posts provisional credit one business day before the line under a standing rule your operations manager approves. That credit is not a decision: a person’s decision makes it final or reverses it.
Yes. Each credit card charge gets its Reg Z clocks — acknowledge within 30 days of the written notice, resolve within two complete billing cycles and never more than 90 days — alongside the Visa and Mastercard timeframes and the pay-over-time terms. The clock monitor shows every running clock by business day and escalates one business day before any expires.
No. The first-party screen shows each signal — device and IP match, a used ticket, timing, earlier disputes — with its weight and source, and a claim is never denied on a signal. The analyst decides on the evidence, and fraud denials above $1,000 take a fraud claims investigator’s second signature.
The merchant and network evidence agent reads every merchant response the day it lands, checks Compelling Evidence 3.0 and verifies carrier tracking before anyone files pre-arbitration. The resolution drafter prepares the chargeback packages, which are filed only when the analyst signs.
Dispute notices from calls, the app, email and letters; your card authorization log; core and digital banking for activity, devices and dispute history; the Visa and Mastercard dispute systems; carrier tracking; and your letter templates in English and Spanish.
Yes. The business-day calendar, when provisional credit posts, how early to escalate, the small-claim amount below which no chargeback is filed, the analyst’s signing limit, the second signer and how letters are delivered are all settings, versioned and on the audit trail.
The Agentic Solution Engine builds and deploys it from your requirements — your dispute procedures, letter templates, calendar and a sample of past claims — and it goes live once every quality gate has passed. We will walk you through it on your own claims first.
Applications verified in minutes, each figure tied to its document.
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1-min demoWe’ll run Card Dispute Management on a sample of your own past claims.