Case study — Product engineering · Fintech
ChargebackZero: chargeback defense, reimagined as a system.
Chargebacks punish merchants twice — lost revenue, then hours of manual evidence-gathering against unforgiving network deadlines. We built the platform that turns that scramble into an automated, auditable workflow.
Domain
Payments & risk
Engagement
Product engineering — Shenll product line
Delivery
Chennai hub, continuous releases
Status
Live — serving payment & risk teams
At a glance
Minutes
Evidence packet assembly (was: hours)
100%
Deadline visibility per network rules
Auto
Dispute intake & categorization
Full
Audit trail on every response
The context
The dispute process was designed for banks, not merchants.
Every chargeback arrives with a reason code, a deadline, and an evidence standard that varies by card network. Merchants fight them with folders of screenshots and copy-pasted templates — usually losing to the clock as much as to the bank.
ChargebackZero, part of Shenll’s own product line, systematizes the fight: automated intake, evidence assembly from the merchant’s own systems, and responses filed correctly, on time, every time.
The challenge
Deadline pressure
Network response windows are short and unforgiving; a strong case filed late is a lost case.
Evidence scattered everywhere
Order data, delivery confirmation, customer comms — the proof exists, but across five systems.
Reason-code complexity
Each network and reason code expects different evidence; generic responses lose.
Volume without headcount
Growing merchants face growing disputes; hiring analysts per dispute doesn’t scale.
What we built
From intake to filed response, on rails.
01
Automated dispute intake
Chargebacks ingested from processors, categorized by network, reason code, and deadline — the queue prioritizes itself by clock and value.
02
Evidence assembly engine
Connectors pull order records, fulfillment proof, and customer communication into structured evidence packets matched to each reason code’s requirements.
03
Response workflows
Guided review where analysts approve rather than assemble — with templates tuned per network and full audit logging of every action.
04
Prevention analytics
Dispute patterns surfaced by product, geography, and reason code — feeding the merchant’s upstream fixes, because the cheapest chargeback is the one that never files.
05
Platform engineering
Multi-tenant SaaS foundations with role-based access, API integrations, and the release discipline of our enterprise practice.
Architecture & stack
The results
The scramble became a system.
ChargebackZero converts dispute defense from an analyst-hours problem into a workflow problem — and workflow problems scale. As a Shenll product, it also keeps our engineering honest about what production fintech really demands.
Evidence in minutes
Packet assembly that took hours per dispute now completes in minutes, reviewed rather than rebuilt.
No deadline surprises
Every dispute carries its network clock; nothing strong is lost to lateness.
Responses that fit the code
Reason-code-matched evidence lifts response quality and consistency.
Insight upstream
Pattern analytics turn defense into prevention — fewer disputes filed at all.
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