Project Description

Problem: Nike receives about 1000 chargebacks per day, and despite having a staff of more than a dozen people, about 500 of those disputes were left to expire with no response, losing several million dollars per month.

Solution: The Chargeback App has three major components: data aggregation, expert system, and response generation/transmission. The platform saved the team many hours of tedious and error-prone data entry, prevented errors, and reduced training. Within three days of onboarding, the team was working 100% of incoming chargebacks, and was able to reallocate some of their staff to higher-value tasks.