Overview

Forter’s Chargeback Recovery solution enables merchants to manage chargebacks at scale by combining automated dispute handling with flexible policy controls. This guide outlines how Forter helps ingest chargeback claims, determine dispute eligibility, and submit supporting evidence—all tailored to your business rules.

Benefits of Forter's Chargeback Recovery

Forter’s approach to automation

How Disputing at Forter Works

1. Merchants configure automatic, manual, or hybrid dispute submission flows. <<insert link when ready>>
2. Evidence can be added via the portal or the Evidence API (beta) until 48 hours prior to the due date. <<insert link when ready>>
   1. More evidence submitted = higher chance of success
3. Once Forter submits the representment letter, no additional evidence can be added.
4. The issuing bank makes a decision (win/loss).
5. Merchants should regularly review Forter’s portal to see chargeback metrics (win, loss, recovered, etc.) or if in a manual/hybrid flow for new chargebacks, evidence deadlines, or recommended actions.

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Chargeback Flow

We'll need a better Diagram here. Probably an svg file

flowchart TD
    %% Define nodes
    A[Chargeback Created]:::external --> B[Send to Forter]:::merchant
    B --> C[Match to Transaction]:::forter
    C --> D[Forter Analyzes]:::forter

    D -->|Dispute not recommended| E[Closed]:::forter
    D -->|Dispute Recommended| F[Request Evidence]:::forter
    F --> G[Merchant Provides Evidence]:::merchant
    G --> H[Submit Dispute Package]:::forter
    H --> I[Issuer Decision]:::external

    %% Style classes
    classDef merchant fill:#d1fae5,stroke:#10b981,color:#065f46;  %% green
    classDef forter fill:#e0f2fe,stroke:#3b82f6,color:#1e3a8a;   %% blue
    classDef external fill:#f3f4f6,stroke:#6b7280,color:#374151; %% gray

Chargeback Evidence

When Forter determines that a chargeback should be disputed, we’ll request additional evidence from the merchant. We will notify you by either:

• Request for evidence webhook: Forter notifies you of the evidence needed.
• Portal Flag: The portal will show you what evidence is missing per chargeback and request you upload it.

Then you will need to provide evidence using one or more of the following methods

• Manual Portal Upload
• Evidence API (Beta)
• S3 File Upload
• Order status updates (e.g., tracking number)

Evidence types may include:

• Post purchase evidence - An image or text filled by the merchant indicating the type of evidence collected.
• Static evidence - Includes things like logo, description, purchase flow and terms and conditions that forter will automatically pre-fill to every chargeback.