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Automating Dispute Operations for Rapyd
Client:
Rapyd
Focus:
API Integration | Workflow Automation | Fintech Operations
Role:
Lead Product Manager (Full-Time Employee)
The Problem
While working full-time at Rapyd, a global fintech platform, I was tasked with tackling a high-friction process in the Financial Operations department: handling customer dispute and chargeback evidence on behalf of Rapyd’s clients.
The process was entirely manual - time-consuming, repetitive, and revenue-neutral. It diverted valuable staff hours away from higher-impact initiatives like onboarding new customers and scaling financial services. Not only was it operationally expensive, but it also posed a significant bottleneck as Rapyd grew.
The Solution
The first step was a deep investigation. I had no prior knowledge of chargebacks or disputes, so I immersed myself in the subject, collaborating with stakeholders across teams to understand the full lifecycle of a dispute, both internally and across the wider credit card ecosystem.
I mapped the entire workflow and designed a bespoke API engine that automated nearly all manual steps. The solution integrated with third-party card scheme APIs - but with a twist: no single endpoint could handle what we needed. I had to orchestrate a sequence of multiple, precise API calls to replicate what Financial Ops had been doing manually.
The backend automation engine required extremely high attention to detail. One missed step could break the sequence. I designed the entire system and worked closely with developers and QA to ensure every part functioned flawlessly.
Additionally, I oversaw the creation of a front-end interface so team members could easily upload case evidence, monitor automation progress, and run random spot checks when needed.
The Impact
The result was a dramatic transformation:
Reduced average dispute handling time from ~2 hours per case to just a few minutes
Enabled the Financial Ops team to redirect focus to scalable, revenue-generating activities
Achieved 90% automation across the entire dispute evidence process
The project was such a success that I became known internally as Rapyd’s go-to expert on dispute and chargeback operations.