Chargeback and Payment Disputes Specialist

ATAS is a professional platform for analyzing financial instruments and market data: footprint, DOM, cluster analysis, and order flow. The product is designed for active traders and is used in exchange-traded and cryptocurrency markets.

The commercial model is direct retail sales worldwide. Payments are made by card on a recurring subscription basis, with one-time licenses used less often. Registration is followed by a free trial and then recurring charges. Customers are located in North and Latin America, Europe, and Asia.

Payments are processed through three processors: Adyen, PayPal, and Medoro. Each has its own interface, reporting, and dispute-handling rules.
 

Why this role is needed

The company is growing, and the number of payment disputes is increasing along with turnover. This is expected in itself. But the volume has reached a point where it can no longer be handled on a residual basis.

There is currently no dedicated owner of the process, and the company does not yet have enough in-house experience to build it correctly. Some disputes are contested but not won, and we do not fully understand the reasons for the losses. There is no model that determines when it makes sense to fight a dispute and when it is cheaper to accept it. The processors’ risk tools require further configuration. The task is not limited to responding to disputes — a comprehensive approach is needed.

The role is to turn this into a manageable process: understand the causes, respond to disputes thoroughly and on time, collect evidence, track metrics, and feed information back into the product about what is causing disputes.
 

What you will be doing

• Handle disputes across all three processors. Review incoming cases, decide whether to contest them, prepare responses, and meet deadlines at every stage, including pre-arbitration and arbitration.
• Build the evidence base. Work with platform logs, account history, correspondence, session data, and device data. Understand what persuades an issuing bank and what does not.
• Analyze the causes. Regularly review processor exports and identify patterns by codes, geography, plans, timing, and transaction types.
• Find root causes in the product and eliminate them. A significant share of disputes is caused not by fraud, but by the way the product, billing, and communications are designed. Regularly go through customer journeys, identify problem areas, formulate tasks for development and support, and see them through to implementation.
• Track metrics. Calculate the dispute ratio and fraud metric for each processor, compare them with the thresholds set by payment schemes and the acquirer, and flag in advance when they are approaching those thresholds.
• Interact with processors. Correspond with support teams and account managers at Adyen, PayPal, and Medoro regarding risk-tool settings, available protection mechanisms, and payment-scheme rules.
• Develop protection tools. Evaluate and implement available mechanisms: automated dispute protection and dispute deflection
   

The first three months

The work starts not with responding to disputes, but with understanding where they come from. It makes no sense to analyze a claim without going through the customer journey yourself: you cannot defend something whose mechanics you do not understand.

• The first stage is an audit of the customer journey. Go through every scenario personally: registration, trial activation, plan purchase, renewal, plan change, subscription cancellation, and refund request. Identify points where customer expectations diverge from system behavior. Review checkout copy, notification emails, charge reminders, and the actual deliverability of those emails.
• In parallel, review existing disputes. Study exports from all three processors, compare customer claims with issues found in the customer journey, and separate conflicts caused by the product design from abuse.
• The second stage is legal documentation. Review the License Agreement, Regular Payments Offer, and refund policy for consistency with how the system actually works and for the applicability of their provisions in disputes with EU consumers. Some wording the company relies on in representations may turn out to be inapplicable.
• The third stage is the process itself. Establish dispute-handling procedures: prioritization rules, templates by claim type, deadlines by stage, pre-arbitration control, and monthly metrics reporting. By the end of the period, the process should operate without manual management from leadership.

The result of the first three months should be not only won disputes, but also a list of product changes with an estimate of how much each issue costs the company per year.
 

What we expect

Required:

• At least two years of experience with payment disputes — on the merchant side, at a payment provider, or with a specialized contractor.
• Understanding of Visa and Mastercard dispute rules: reason codes, dispute stages, deadlines, and evidence requirements.
• Ability to work with data: processor exports, pivot tables, and identifying patterns across a body of cases.
• Fluent English, primarily written. Representations to issuing banks, correspondence with processors, and work with payment-scheme rules are conducted only in English, and the quality of wording directly affects the outcome of a dispute.
• Experience with a subscription model. Conflicts around auto-renewals, cancellations, and refunds have their own specifics here, and without this experience it will be difficult to understand our disputes.
• Attention to detail. In this work, a mismatched date in an attachment or a reference to an inapplicable rule can invalidate the entire document.
• Familiarity with EU consumer law as it relates to digital content and distance contracts.
   

Nice to have:

• Experience auditing customer journeys or in product analytics — the ability to go through the buyer journey and identify where it breaks.
• Hands-on experience with Adyen.
• Experience with Verifi, Ethoca, RDR, or comparable dispute-deflection tools.
• Experience working with high-risk or dispute-heavy verticals
   

Terms

• Any work format: remote, hybrid, or office-based in Riga.
• Workload is negotiable — from part-time to full-time, depending on experience and willingness to take on adjacent payment-operations tasks. The workload is higher in the first months due to the audit and process setup.