Chargeback Analyst

Straive; Hyderabad; On-site; INR 300,000 - 400,000; Full time

Job summary

Straive in Hyderabad is seeking a Chargeback Analyst to manage e-commerce disputes from the merchant side. You will oversee fraud and non-fraud chargebacks across major networks, optimize evidence strategies, and aim to improve dispute recovery rates.

The role requires hands-on experience with processor portals, payment gateways, and CRM tools, with a track record of lifting win ratios while meeting daily targets.

Qualifications

• 1–2 years hands-on experience in e-commerce chargeback and dispute resolution.
• Strong knowledge of chargeback lifecycle and rules across all card networks in CNP environments.
• Experience with processor portals and gateways for chargeback handling.
• Proven ability to improve dispute win ratios and meet operational targets.

Responsibilities

• Support chargeback handling for card-not-present 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.

Skills

Chargeback resolution

Fraud awareness

Analytical skills

Cross-functional collaboration

Tools

Stripe

Adyen

Worldpay

PayPal

Shopify

Salesforce

Magento

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.