Chargeback Analyst

Straive; Chennai District; On-site; INR 350,000 - 520,000; Full time

Job summary

Straive is seeking a Chargeback Analyst to manage e-commerce disputes from the merchant side. The role covers fraud and non-fraud chargebacks across networks, optimizing evidence strategies and improving dispute recovery rates.

You will work with processor portals and CRM tools to gather data, build strong representments, and drive win ratios while meeting daily targets. Strong analytical and communication skills are essential. Experience with Stripe, Adyen, Worldpay and PayPal is highly valued.

Qualifications

• 1–2 years of hands-on experience in e-commerce chargeback and dispute resolution on merchant side.
• Strong knowledge of chargeback lifecycle and rules across card networks in CNP environments.
• Experience using multiple processor portals and gateways for chargeback handling.
• Proficient in extracting customer data from CRMs to support evidence.
• Proven track record of improving dispute win ratios and meeting targets.

Responsibilities

• Support chargeback handling for card-not-present transactions across major networks.
• Gather evidence from CRMs and payment systems to build strong representments.
• Operate processor portals (Stripe, Adyen, Worldpay, PayPal) in compliance with rules.
• Utilize CRM platforms (Shopify, Salesforce, Magento, Zendesk) to extract data for rebuttals.
• Analyze disputes to improve win ratios and train teams.
• Identify gaps in fraud controls and coordinate cross-functional resolutions.
• Monitor updates to card network rules and align the team accordingly.

Skills

Chargeback analysis

Merchant-side disputes

Fraud controls

Evidence gathering

Analytical skills

Tools

Stripe

Adyen

Worldpay

PayPal

Shopify

Salesforce

Zendesk

Job description

We are looking for an Chargeback Analyst managing e-commerce disputes from the merchant side. The role involves overseeing fraud and non-fraud chargebacks across all card networks, optimizing evidence strategies, and improving dispute recovery rates. The ideal candidate should have hands-on experience with processor portals, payment gateways, CRM tools, and a strong track record of improving win ratios while achieving daily operational targets.

Key Responsibilities:

• Support chargeback handling for card-not-present (CNP) transactions across all major card networks (Visa, MasterCard, Amex, Discover, etc.).
• Oversee the end-to-end process of gathering evidence from CRMs and payment systems to build strong representments.
• Operate across multiple processor portals (Stripe, Adyen, Worldpay, PayPal, etc.) and ensure compliance with individual card scheme regulations.
• Utilize CRM platforms (e.g., Shopify, Salesforce, Magento, Zendesk) to extract customer data and communication records to support chargeback rebuttals.
• Drive improvement in win ratios through analysis, training, and continuous enhancement of evidence strategies.
• Identify root causes of recurring disputes and work cross-functionally to address gaps in fraud controls or customer service.
• Monitor updates to card network rules and ensure team alignment with industry standards.

Requirements:

• 1-2 years of hands-on experience in e-commerce chargeback and dispute resolution, with a focus on the merchant side.
• Strong knowledge of chargeback lifecycle and rules across all card networks in CNP environments.
• Expertise in using multiple processor portals and gateways for chargeback handling.
• Proficient with CRM tools to extract data for evidence compilation.
• Demonstrated success in improving dispute win ratios and achieving operational targets.
• Strong analytical, communication, and process optimization skills.