Dispute Hub wireframes
Version 1.1 · Draft for review
Contents

Dispute Hub wireframes

Low-fidelity wireframes for the Merchant Payment Operations & Dispute Hub: the MVP merchant portal, the internal ops workbench, and concepts that set the product apart. They show layout, content and behavior for review, not final visual design.

  • Version 1.1
  • Date 11 September 2026
  • Prepared by Bhawna, Product Owner
  • Screens 13 (8 MVP, 5 concepts)
  • Status Draft for review

Simulation project. Prepared to demonstrate Product Owner practice. Not an actual client system; merchant names, data, thresholds and scores are fictional or illustrative.

Screens in this document

Grouped by user and journey. Each screen has a numbered annotation list, behavior rules, open questions and links to user stories and requirements.

Merchant portal: respond to disputes
S01MVP
Dispute inboxMerchant operations user
S02MVP
Dispute detailMerchant operations user
S03MVP
Respond with evidenceMerchant operations user
S04MVP
Response, empty and error statesMerchant users
Merchant portal: money and account
S05MVP
SettlementsMerchant finance user
S06MVP
Users and rolesMerchant admin
S07MVP
First sign-in onboardingNew merchant users
Internal tools
S08MVP
Ops work queueDispute ops analyst
Beyond MVP: concepts
S09Next
Early alerts and preventionMerchant operations user
S10Next
AI evidence copilotMerchant operations user
S11Next
Dispute ratio healthMerchant admin
S12Later
Root-cause insightsMerchant admin and finance
S13Later
AI agent purchase disputeMerchant operations user

How to read the wireframes

Wireframes are fitted to your screen. Use "View at 100%" on any screen to see it at full desktop size and scroll.

  • 1Numbered annotation; see the list under the screen
  • 1 day left Deadline of 2 days or less, or an error
  • 4 days left Deadline of 5 days or less, or a warning
  • Reconciled Done, healthy or successful
  • Under review In progress or informational
  • ✦ AI AI or concept element (Beyond MVP)
  • MVPNextLater Roadmap horizon

Key user flows

The main paths through the screens.

Merchant responds to a disputeS01 Inbox→S02 Detail→S03 Respond→S04 Outcome states
Finance user reconciles a payoutS05 Settlements→S02 Detail
Admin sets up the teamS06 Users and roles→S07 Onboarding
Ops clears exceptionsS08 Work queue
Prevent and learn (concepts)S09 Early alerts→S10 AI copilot→S11 Dispute health→S12 Insights

Design principles

Every screen is reviewed against these.

  • Deadline firstEvery dispute view leads with time left and the next action.
  • Plain languageReason codes, statuses and errors are written for merchants, not specialists.
  • One primary actionEach screen and table row has a single clear primary button.
  • No dead endsEvery error and empty state explains what happened and what to do next.
  • Accessible by defaultMeaning never relies on color alone; forms have visible labels; dialogs trap focus. Target: WCAG 2.1 AA.
  • Trustworthy dataShow when data was last synced and label anything provisional.
  • Explainable AIAI suggestions show their sources and reasons, and people decide on high-value actions.
  • Consistent patternsSame header, table, badge and button patterns on every screen.

Screen mapping and traceability

Screen IDs were renumbered to follow the user journey. The Figma column shows where an earlier version of each screen exists.

IDScreenHorizonFigmaStories
S01Dispute inboxMVPFrame 01US-006, US-008, US-010, US-011
S02Dispute detailMVPFrame 02US-007, US-009, US-016, US-036 (pending)
S03Respond with evidenceMVPFrame 03US-012, US-013, US-014, US-015, US-017 (P1)
S04Response, empty and error statesMVPFrame 08US-003, US-006, US-010, US-011, US-012, US-015, US-023
S05SettlementsMVPFrame 04US-028, US-029, US-030
S06Users and rolesMVPFrame 06US-002, US-003
S07First sign-in onboardingMVPFrame 07US-005
S08Ops work queueMVPFrame 05US-021, US-022, US-023, US-035
S09Early alerts and preventionNextFrame 10Roadmap RM-25 (Next); decision DSC-09 (Proposed)
S10AI evidence copilotNextHTML onlyRoadmap RM-26 (Next), RM-27 (Later); decisions DSC-07, DSC-08, DSC-14 (Proposed)
S11Dispute ratio healthNextHTML onlyRoadmap RM-28 (Next); decision DSC-10 (Proposed)
S12Root-cause insightsLaterHTML onlyRoadmap RM-29 (Later); decision DSC-11 (Proposed)
S13AI agent purchase disputeLaterHTML onlyRoadmap RM-30 (Later); decision DSC-15 (Proposed)

Merchant portal: respond to disputes

The core MVP journey: see what's due, understand a dispute, respond with evidence, and handle every outcome.

S01

Dispute inbox

MVP

Show every open dispute and how much time is left, so the merchant knows what to handle first.

User
Merchant operations user
Route
/disputes
Earlier version
Frame 01
Desktop, 1280 px
hub.example.com/disputes
Dispute HubNorthwind Outfitters ▾Help

Disputes

Last synced 10:42 AM IST Up to date 1

Export CSV
Open disputes
24
Due within 2 days
3
Due within 5 days
6
Under review
9
2
Search dispute ID or amountStatus: All ▾Reason: All ▾Due date: Any ▾Clear filters3
Dispute IDReasonAmountCardDue ↑Days left 4StatusAction 5
D0372Merchandise not received$212.40Visa21 Jun1 day leftAwaiting evidenceRespond
D0374Card-not-present fraud$89.99Mastercard22 Jun2 days leftAwaiting evidenceRespond
D0353Credit not processed$145.00Visa23 Jun3 days leftAwaiting evidenceRespond
D0361Not as described$64.25Amex24 Jun4 days leftNewRespond
D0358Duplicate processing$37.10Visa25 Jun5 days leftAwaiting evidenceRespond
D0340Card-not-present fraud$310.00Discover27 Jun7 days leftEvidence submittedView
D0327Merchandise not received$158.60Mastercard19 JunSubmittedUnder reviewView
Showing 1–7 of 24 open disputes, sorted by due datePrevious123Next6
Mobile, 390 px
Disputes
Last synced 10:42 AM Up to date
Due in 2 days: 3Due in 5 days: 6
Search disputes
D03721 day left
Merchandise not received
$212.40 · Due 21 Jun
Respond
D03742 days left
Card-not-present fraud
$89.99 · Due 22 Jun
Respond
D03533 days left
Credit not processed
$145.00 · Due 23 Jun
Respond
DisputesSettlementsAccount

Annotations

  1. 1Last synced time in the user's time zone. Changes to a warning style after 2 hours without updates.
  2. 2Summary cards act as quick filters; the red and amber cards count disputes due within 2 and 5 days.
  3. 3Filters persist for the session and can be cleared in one action.
  4. 4Days left is always written in words next to the color, so meaning never relies on color alone.
  5. 5One primary action per row. Disputes already submitted show View instead of Respond.
  6. 6Paging keeps the sort order (DEF-01 fixed). 50 rows per page in the build.

Rules and behavior

  • Default sort: due date, earliest first. 2 days or less shows red and moves to the top; 5 days or less shows amber.
  • Export CSV is visible to Admin and Finance roles only.
  • On mobile, rows become cards with the deadline badge and a full-width Respond button.

Open questions

  • Should closed disputes have their own tab in the MVP, or wait for a later release?

Traceability

  • Stories: US-006, US-008, US-010, US-011
  • Requirements: BR-01, BR-08
Back to topS02 Dispute detail →
S02

Dispute detail

MVP

Explain one dispute in plain language and lead the merchant to the right action before the deadline.

User
Merchant operations user
Route
/disputes/:id
Earlier version
Frame 02
Desktop, 1280 px
hub.example.com/disputes/D0372
Dispute HubNorthwind Outfitters ▾Help
Disputes / D0372

D0372: Merchandise not received

Awaiting evidence

Transaction details

Amount disputed$212.40
CardVisa ending 4417
Received14 Jun 2027
Transaction date02 Jun 2027
Order referenceNW-558210
Reason codeNR-02

What this dispute means 2

The cardholder says they paid but never received the order. To win, show that the goods were delivered to the cardholder, or that you told them about a delay and they agreed to wait.

Evidence that usually wins

Proof of delivery with tracking number and delivery date
Delivery address matching the address on the order
Customer emails or chat messages about the delivery
Your shipping and refund policy shown at checkout

Timeline 6

14 Jun, 09:12
Dispute received
From the card network through the processor
14 Jun, 09:40
Awaiting evidence
Response window: 30 days from transaction
16 Jun, 08:00
Reminder sent
Email to 2 Operations users
19 Jun, 08:00
Reminder sent
2 days before the deadline

Annotations

  1. 1Deadline banner shows the exact date, time and time zone, plus what happens if it passes.
  2. 2Plain-language reason and evidence checklist come from reason code reference data (CR-02).
  3. 3Respond is the single primary action on the page.
  4. 4Accept is secondary and opens a confirmation dialog that repeats the amount won't be recovered.
  5. 5Dashed placeholder: appears only if CR-01 Option C is approved.
  6. 6Timeline shows status changes and every reminder sent.

Rules and behavior

  • Page title and breadcrumb always include the dispute ID.
  • If the deadline has passed, the banner turns neutral and actions are disabled (see S04).

Open questions

  • Should the confirmation dialog for Accept require typing the dispute ID for amounts over a threshold?

Traceability

  • Stories: US-007, US-009, US-016, US-036 (pending)
  • Requirements: BR-01, BR-05, BR-21, BR-23
← S01 Dispute inboxBack to topS03 Respond with evidence →
S03

Respond with evidence

MVP

Let the merchant upload evidence safely and submit a complete response in one flow.

User
Merchant operations user
Route
/disputes/:id/respond
Earlier version
Frame 03
Desktop, 1280 px
hub.example.com/disputes/D0372/respond
Dispute HubNorthwind Outfitters ▾Help
Disputes / D0372 / Respond

Respond to D0372

1 day left
Cancel
    1
  1. 1Upload evidence
  2. 2Add a note
  3. 3Review and submit

1. Upload evidence

2Drag files here or browsePDF, JPG or PNG, up to 10 MB each
delivery-proof-UPS.pdf 1.2 MB
Checked, no card numbers found
CleanRemove
order-confirmation.png 640 KB
Card number masked to the last four digits before storage
Card number hiddenRemove
chat-screenshot.jpg 2.1 MB
Not attached. Upload a clearer copy before the deadline
Couldn't be checkedRemove
invoice.exe 84 KB
Upload PDF, JPG or PNG files only
Not supportedRemove
3

2. Add a response note

Order NW-558210 was delivered by UPS on 05 Jun 2027 to the shipping address on the order. Signed proof of delivery attached.
132 of 1,000 characters

3. Review and submit

You are sending 2 files and a note to the card network. After you submit, attachments become read-only.

Save draft5Submit response6

Annotations

  1. 1Three-step progress indicator. The whole flow is one page; steps scroll into view rather than hiding content.
  2. 2File rules are shown before upload, not only as errors afterwards.
  3. 3Every file shows a result in words: clean, card number hidden, couldn't be checked, or not supported.
  4. 4Checklist shows coverage against the evidence that usually wins for this reason code.
  5. 5Save draft is P1 and may move out of MVP.
  6. 6Submit warns that attachments become read-only.

Rules and behavior

  • Accepted files: PDF, JPG, PNG up to 10 MB each.
  • Card numbers are masked before storage (CR-03); quarantined files are not attached.
  • Submit is disabled with a reason shown if no valid files are attached.
  • Design sign-off pending with merchant ops (I-03).

Open questions

  • Should the response note be required, or optional for some reason codes?

Traceability

  • Stories: US-012, US-013, US-014, US-015, US-017 (P1)
  • Requirements: BR-03, BR-04, CTL-01
← S02 Dispute detailBack to topS04 Response, empty and error states →
S04

Response, empty and error states

MVP

Define what users see when things succeed, fail, are empty or aren't allowed, so no screen has a dead end.

User
Merchant users
Route
Component states
Earlier version
Frame 08
State patterns
Success

Response submitted

Your response for D0372 was sent to the card network on 20 Jun 2027 at 4:12 PM. Attachments are now read-only. We'll notify you when there's an outcome.

View dispute

Stories: US-015

Error

Processor rejected the submission

The card network rejected the response: "Evidence file unreadable." Replace the file and submit again before 21 Jun 2027, 11:59 PM IST.

Replace fileSubmit again

Stories: US-015, TC-015

Closed

Deadline passed

The response window for D0288 closed on 12 Jun 2027 with no evidence submitted, so the dispute was lost automatically. Upload is no longer available.

Upload evidence

Stories: US-011, US-012

Warning

Data may be out of date

We haven't received updates from the card network for 3 hours. Deadlines shown may be out of date. Dispute ops has been alerted.

Contact dispute support

Stories: US-010, US-023

Empty

No open disputes

You have no open disputes right now. New disputes appear here as soon as the card network notifies us.

View closed disputes

Stories: US-006

Permission

Action not allowed for your role

Your role can view disputes but can't submit evidence. Ask an admin at Northwind Outfitters to change your role.

See who your admins are

Stories: US-003

Rules and behavior

  • Every state says what happened and what to do next.
  • Errors keep the user's work; nothing is lost when a submission fails.
  • Success appears as an inline confirmation plus a toast; errors stay visible until resolved.
  • States use both an icon or label and color.

Open questions

  • Should failed submissions also notify dispute ops automatically?

Traceability

  • Stories: US-003, US-006, US-010, US-011, US-012, US-015, US-023
  • Requirements: BR-01, BR-02, BR-03, BR-08
← S03 Respond with evidenceBack to topS05 Settlements →

Merchant portal: money and account

Screens that help finance users reconcile payouts and admins set up their team.

S05

Settlements

MVP

Explain payouts, including chargeback debits and reversals, so finance users can reconcile without calling servicing.

User
Merchant finance user
Route
/settlements
Earlier version
Frame 04
Desktop, 1280 px
hub.example.com/settlements
Dispute HubNorthwind Outfitters ▾Help

Settlements

Weekly payouts and how disputes affected them

01 May – 31 May 2027 ▾1Export CSV
Gross sales
$3,842,510
Fees
−$96,063
Chargeback debits
−$2,418
Reversals
+$1,206
Net payout
$3,745,235
2
Payout dateGross salesFeesChargeback debitsReversalsNet payoutData status
▾ 28 May 2027$955,120.40−$23,878.01−$612.49+$157.17$930,787.07Reconciled
Disputes in this payout 3
D0331Chargeback debit: card-not-present fraud−$310.00Under review
D0336Chargeback debit: merchandise not received−$302.49Awaiting evidence
D0003Reversal after dispute won+$157.17Won
▸ 21 May 2027$962,004.10−$24,050.10−$845.30+$620.00$937,728.70Reconciled
▸ 14 May 2027$948,771.95−$23,719.30−$410.00+$0.00$924,642.65Provisional: data being checked 4
▸ 07 May 2027$976,613.55−$24,415.34−$550.21+$428.83$952,076.83Reconciled

Exports never include full card numbers. Provisional amounts can change after finance reconciliation. 5

Annotations

  1. 1Date range defaults to the current month.
  2. 2Summary totals match the table for the selected range.
  3. 3Rows expand to show the disputes behind each debit and reversal, each linking to the dispute.
  4. 4Provisional label appears when settlement data fails quality checks (US-033).
  5. 5CSV export never includes full card numbers.

Rules and behavior

  • Visible to Admin and Finance roles only.
  • Money columns are right-aligned with tabular figures.

Open questions

  • Do finance users need daily as well as weekly payout views?

Traceability

  • Stories: US-028, US-029, US-030
  • Requirements: BR-10, BR-12
← S04 Response, empty and error statesBack to topS06 Users and roles →
S06

Users and roles

MVP

Let merchant admins control who can see and do what.

User
Merchant admin
Route
/settings/users
Earlier version
Frame 06
Desktop, 1280 px
hub.example.com/settings/users
Dispute HubNorthwind Outfitters ▾Help

Users and roles

Only admins can see this page. Sign-in uses your company single sign-on. 1

Invite user
2
UserRoleLast signed inStatus
Ananya Rao
ananya@northwind.example
Admin ▾Today, 09:14ActiveDeactivate
David Chen
david@northwind.example
Operations ▾Today, 10:02ActiveDeactivate
Meera Iyer
meera@northwind.example
Operations ▾YesterdayActiveDeactivate
Rahul Verma
rahul@northwind.example
Finance ▾3 days agoActiveDeactivate
Sara Lopez
sara@northwind.example
Finance ▾NeverInvitedResend invite
3
What each role can doAdminOperationsFinance
View disputes and deadlines✓✓✓
Upload evidence and submit responses✓✓–
Accept disputes✓✓–
View settlements and export CSV✓–✓
Invite users and change roles✓––

Annotations

  1. 1Admin-only page. Sign-in through company SSO with a 15-minute idle timeout (DEF-02 open).
  2. 2Role can be changed inline; the change applies on the next page load.
  3. 3Permissions table explains roles in plain language.
  4. 4Invite form uses labels above fields and radio cards with descriptions.

Rules and behavior

  • Roles: Admin, Operations, Finance (A-03). Role configuration depends on D-02.
  • Denied actions are logged.
  • At least one active Admin must remain; the last Admin can't be deactivated.

Open questions

  • Should merchants be able to create custom roles later?

Traceability

  • Stories: US-002, US-003
  • Requirements: BR-02, CTL-05
← S05 SettlementsBack to topS07 First sign-in onboarding →
S07

First sign-in onboarding

MVP

Get new merchant users confident with the portal without training calls.

User
New merchant users
Route
Modal on /disputes
Earlier version
Frame 07
Desktop, 1280 px
hub.example.com/disputes (first sign-in)

Annotations

  1. 1Three short steps with a visible step count.
  2. 2Skip is always available; the guide never blocks work.
  3. 3The guide can be reopened from Help.

Rules and behavior

  • Modal traps focus, closes with Escape, and returns focus to the page.
  • Completion is tracked with onboarding_completed (needs tracking plan approval, I-06).

Open questions

  • Should Finance users see a different second step about settlements?

Traceability

  • Stories: US-005
  • Requirements: BR-20, KPI-11
← S06 Users and rolesBack to topS08 Ops work queue →

Internal tools

The dispute operations workbench used by provider staff, visually separated from the merchant portal.

S08

Ops work queue

MVP

Give dispute ops one prioritized list of exceptions instead of a shared mailbox.

User
Dispute ops analyst
Route
ops: /queue
Earlier version
Frame 05
Desktop, 1280 px
ops.hub.example.com/queue
1Dispute Hub OpsInternalPriya Nair, Team Alpha

Work queue

Disputes that need dispute ops action, earliest deadline first

Needs action (18)Manual review (2)Assigned to me (5)3
4
DisputeMerchantWhy it needs actionDueAssigned to
D0366Harbor Lane ApparelEvidence received by emailTodayUnassignedAssign to me
D0358Atlas SportswearSubmission rejected by processor1 dayMarcus LeeOpen
D0213Bluefin ElectronicsUnmapped reason code ZZ-993 daysUnassignedAssign to me
D0349Cedar & Pine HomeFile quarantined, merchant notified4 daysPriya NairOpen
D0362Skyline StaysMerchant requested review6 daysUnassignedAssign to me

Annotations

  1. 1Separate internal header color and label so staff never confuse it with the merchant portal.
  2. 2Feed health turns amber and alerts ops after 2 hours without updates.
  3. 3Tabs show counts so workload is visible at a glance.
  4. 4Unassigned items offer Assign to me; assignment is visible to all analysts.
  5. 5Mapping a reason code saves value, date and approver, then releases the dispute.

Rules and behavior

  • Internal users only, via staff single sign-on.
  • Queue sorted by due date, then by amount.

Open questions

  • Should analysts be able to bulk-assign disputes from the same merchant?

Traceability

  • Stories: US-021, US-022, US-023, US-035
  • Requirements: BR-06, BR-07, BR-08, BR-18
← S07 First sign-in onboardingBack to topS09 Early alerts and prevention →

Beyond MVP: concepts

Roadmap concepts that differentiate the product: prevention, explainable AI, ratio health and readiness for AI shopping agents. Not MVP scope; each needs discovery, compliance review and a business case.

S09

Early alerts and prevention

Next

Resolve disputes before they become chargebacks.

User
Merchant operations user
Route
/alerts
Earlier version
Frame 10
Desktop, 1280 px
hub.example.com/alerts
Dispute HubConceptNorthwind Outfitters ▾Help

Early alerts

Resolve disputes before they become chargebacks. Refund, or send order details to the cardholder's bank.

Alerts this month
42
Resolved before chargeback
31
Chargeback fees avoided (est.)
$1,240
Need action
6
1
2
AlertOrderAmountRecommendedActionTime left
Doesn't recognize chargeNW-560144$18.50✦ Refund: low valueRefund now6 h
Order details requestedNW-559873$142.00✦ Send order detailsSend details20 h
Item not received claimNW-559612$64.90✦ Share trackingSend details2 d
Doesn't recognize chargeNW-559540$22.00✦ Refund: likely lostRefund now3 d
Cancelled subscription claimNW-559311$9.99✦ Refund: policy matchRefund now4 d

Annotations

  1. 1Shows the value of prevention in resolved alerts and estimated fees avoided.
  2. 2Recommended action combines amount, claim type and likely outcome; the merchant can always override it.
  3. 3Automatic rules are off by default and need admin approval.
  4. 4Guardrail copy is part of the design, not an afterthought.

Rules and behavior

  • Alerts come from network and issuer programs, for example Amex Accelerated Dispute Resolution (US, non-fraud, up to 8 calendar days), Visa Order Insight or Mastercard Ethoca.
  • Refunds post back to Settlements.

Open questions

  • Which alert programs does the acquirer support, and what does each alert cost compared with a chargeback?

Traceability

  • Stories: Roadmap RM-25 (Next); decision DSC-09 (Proposed)
  • Requirements: KPI-19 (proposed)
← S08 Ops work queueBack to topS10 AI evidence copilot →
S10

AI evidence copilot

Next

Build a stronger evidence packet in minutes, with every AI suggestion explained and reviewable.

User
Merchant operations user
Route
/disputes/:id/respond (AI)
Earlier version
HTML only
Desktop, 1280 px
hub.example.com/disputes/D0340/respond
Dispute HubConceptNorthwind Outfitters ▾Help
Disputes / D0340 / Respond

Respond to D0340: Card-not-present fraud

7 days left$310.00
Cancel

✦ Evidence packet drafted for you 1

Built from 4 connected systems. Nothing is created by AI: every item links to its original record. Review, remove anything that doesn't apply, then submit.

Order confirmation NW-551020 with billing and shipping addressShopifyView source
Delivery confirmation signed at the shipping addressUPSView source
Customer signed in with a saved password on the device used to orderCheckout logsView source
Customer email asking about delivery time, two days after purchaseZendeskView source
Refund policy shown at checkoutWebsiteView source

✦ Earlier undisputed purchases found 2

The same cardholder made 2 earlier purchases that weren't disputed, sharing identifiers with this order. This may meet card network rules for fighting false fraud claims, such as Visa Compelling Evidence 3.0 or Mastercard First-Party Trust.

OrderDateDevice IDIP addressShipping address
NW-51287714 Feb 2027✓ Match✓ Match✓ Match
NW-49831009 Nov 2026✓ Match✓ Match✓ Match
Added to packetEligibility rules differ by network; Amex disputes follow Amex's own inquiry and chargeback process.

Response note 3

✦ Drafted by AI from the evidence above. Edit before sending.
The cardholder placed order NW-551020 while signed in on a device used for two earlier undisputed orders. The order was delivered and signed for at the shipping address on 30 May 2027, and the cardholder emailed us about delivery timing on 01 Jun 2027.

Annotations

  1. 1Evidence comes only from connected systems. Each item shows its source and can be excluded.
  2. 2Friendly fraud match finds earlier undisputed purchases with matching identifiers.
  3. 3AI-drafted note is clearly labelled and editable.
  4. 4Win likelihood shows reasons and what would improve the case, and is labelled as an estimate.
  5. 5Human review is required above a merchant-set amount ($250 shown, illustrative).
  6. 6Safety explanation is visible where the AI is used.

Rules and behavior

  • AI assembles and explains evidence; it never generates documents.
  • Auto-submit is off unless the merchant enables it, and respects the review threshold.

Open questions

  • What model risk review and explainability sign-off does Compliance need? (MS-11, 17 Jun 2027)
  • What consent is needed to pull data from connected systems?

Traceability

  • Stories: Roadmap RM-26 (Next), RM-27 (Later); decisions DSC-07, DSC-08, DSC-14 (Proposed)
  • Requirements: KPI-20 (proposed); builds on US-012 to US-015, CR-03, KPI-01, KPI-02
← S09 Early alerts and preventionBack to topS11 Dispute ratio health →
S11

Dispute ratio health

Next

Warn merchants before their dispute ratio crosses network thresholds.

User
Merchant admin
Route
/health
Earlier version
HTML only
Desktop, 1280 px
hub.example.com/health
Dispute HubConceptNorthwind Outfitters ▾Help

Dispute health

How close you are to card network monitoring thresholds this month. Crossing them can mean fines, higher fees or losing the ability to accept cards.

Visa (VAMP)
78%
of threshold used
Mastercard (ECM)
41%
of threshold used
American Express
22%
of Amex program limit
Resolved early this month
31
2

Visa threshold used, last 6 months

Jan
Feb
Mar
Apr
May
Jun

Dispute rate by checkout channel 3

ChannelTransactionsDisputesDispute rateTrend
Customer checkout48,2102030.42%Stable
AI shopping agents New2,310220.95%Rising
Subscriptions9,840310.32%Falling

Agent-initiated purchases are tagged using network agent tokens where available.

Annotations

  1. 1Banner translates the ratio into a plain warning with time to threshold and a next step.
  2. 2Shows percentage of threshold used, with the number written next to each gauge.
  3. 3AI shopping agents are shown as their own channel so a spike doesn't hide in the average.
  4. 4Alert thresholds are adjustable; SMS only at the higher threshold to avoid fatigue.
  5. 5Placeholder values are labelled; live figures must come from the acquirer.

Rules and behavior

  • Network thresholds and counting rules are versioned when networks change them.
  • The Amex view tracks Amex's own chargeback and fraud monitoring programs, not Visa or Mastercard programs.

Open questions

  • Which data source provides network fraud reports to calculate ratios?

Traceability

  • Stories: Roadmap RM-28 (Next); decision DSC-10 (Proposed)
  • Requirements: KPI-21 (proposed)
← S10 AI evidence copilotBack to topS12 Root-cause insights →
S12

Root-cause insights

Later

Turn dispute data into specific business fixes that prevent future disputes.

User
Merchant admin and finance
Route
/insights
Earlier version
HTML only
Desktop, 1280 px
hub.example.com/insights
Dispute HubConceptNorthwind Outfitters ▾Help

Insights

What's causing your disputes and what to change. Last 90 days.

Last 90 days ▾

Disputes by product 1

Trail Runner shoes46
Wireless earbuds29
Monthly gear box subscription22
Rain jacket12

Disputes by reason and likely cause 2

ReasonDisputesLikely causeWin rate
Doesn't recognize charge41Billing name on statements18%
Item not received33One carrier, West region52%
Cancelled subscription22Cancel link hard to find27%
Card-not-present fraud19Mixed; 7 repeat cardholders44%

Annotations

  1. 1Horizontal bars show which products create the most disputes, with counts written.
  2. 2Each reason shows a likely cause and current win rate.
  3. 3Every recommendation has one action and an explanation link.
  4. 4Privacy note explains how repeat cardholders are masked.

Rules and behavior

  • Insights appear only once there is enough data to be meaningful.
  • Recommendation impact is tracked after the merchant acts.

Open questions

  • What minimum volume of disputes is needed before showing insights?

Traceability

  • Stories: Roadmap RM-29 (Later); decision DSC-11 (Proposed)
  • Requirements: Builds on KPI-01, KPI-04, reason code reference data
← S11 Dispute ratio healthBack to topS13 AI agent purchase dispute →
S13

AI agent purchase dispute

Later

Defend purchases made by AI shopping agents with the authorization record they leave behind.

User
Merchant operations user
Route
/disputes/:id (agent)
Earlier version
HTML only
Desktop, 1280 px
hub.example.com/disputes/D0391
Dispute HubConceptNorthwind Outfitters ▾Help
Disputes / D0391

D0391: Unauthorized purchase claim

Purchased by AI agentAwaiting evidence

✦ Agent authorization record 1

Captured at checkout and stored with the order. This is the evidence that replaces the usual click and device trail.

RecordValueCheck
AgentShopAssist (example agent)✓ Known agent
Network agent tokentok_agt_•••4F2✓ Valid at checkout
Customer instruction"Reorder my running shoes, size 8, under $150"✓ Recorded
Spending limit set by customer$150.00✓ Order $139.00
Order confirmation sent to customer03 Jun 2027, 09:16✓ Delivered
DeliverySigned at address on file, 06 Jun 2027✓ Confirmed

Agent activity timeline 2

03 Jun, 09:14
Customer instruction received by agent
03 Jun, 09:15
Agent selected Trail Runner shoes, size 8, $139.00
03 Jun, 09:15
Payment authorized with network agent token
03 Jun, 09:16
Confirmation email and app notification sent to customer
06 Jun, 14:02
Delivered and signed for

Annotations

  1. 1Authorization record replaces the usual click and device trail.
  2. 2Timeline shows each agent step in order.
  3. 3Win likelihood is marked uncertain because outcome history is limited.
  4. 4Links to the separate agent channel in Dispute health.

Rules and behavior

  • Checkout must capture the agent record before disputes arrive; this screen depends on that capture.
  • Fields are configurable because agent token standards are still maturing.

Open questions

  • Which agent protocols should be supported first?
  • What privacy review is needed to store customer instructions?

Traceability

  • Stories: Roadmap RM-30 (Later); decision DSC-15 (Proposed)
  • Requirements: Builds on S02, BR-04, BR-22, KPI-21
← S12 Root-cause insightsBack to top