Dispute & Chargeback Manager (PayPal, Shopify Payments & Whop)

Dispute & Chargeback Manager (PayPal, Shopify Payments & Whop) Remote | Part-time / Freelance | E-commerce (Fashion) About Us We are a fast-growing online fashion store built on Shopify, shipping trend-driven clothing to customers across Europe and beyond. As our order volume grows, so does the operational side of payments — and we want it handled by a specialist, not as an afterthought. The Role You will own the full lifecycle of payment disputes: every PayPal dispute/claim, every Shopify Payments chargeback, and every chargeback on Whop, from first notification to final resolution. Your single most important KPI is the win rate — resolving as many cases as possible in our favor while protecting our account health with PayPal and Shopify. This is a hands-on role for someone who knows the dispute game: what evidence banks and PayPal actually look at, how to write a compelling representment, and when it's smarter to refund than to fight. Speed matters as much as quality. Cases come in continuously and deadlines are fixed, so we're looking for someone who works efficiently — high throughput without cutting corners on the quality of each evidence package. What You'll Do • Monitor and respond to all incoming PayPal disputes, claims, and pre-dispute inquiries within tight deadlines — no case ever expires unanswered • Handle all Shopify Payments chargebacks: analyze the reason code, build the strongest possible evidence package, and submit professional representments • Handle chargebacks on Whop: respond within the platform's dispute flow with complete, persuasive evidence • Compile winning evidence: order confirmations, tracking and delivery proof (via Track123), customer communication (via Re:Amaze), store policies, IP/device data, and refund history • Write clear, persuasive rebuttal letters tailored to each reason code (item not received, item not as described, unauthorized transaction, etc.) • Communicate with customers proactively to resolve inquiries before they escalate into formal disputes or chargebacks • Track every case in a structured overview: status, deadline, reason code, amount, outcome • Report weekly on volume, win rate, and financial impact • Spot patterns and advise on prevention: product pages, shipping expectations, customer service scripts, and policy wording that reduce dispute volume at the source • Keep our PayPal, Shopify Payments, and Whop accounts in good standing by keeping dispute ratios low What We're Looking For Must-haves • Proven hands-on experience handling PayPal disputes and credit card chargebacks (Shopify Payments/Stripe or comparable) — you can hit the ground running with minimal onboarding • Solid understanding of chargeback reason codes and what evidence wins each type of case • Experience in e-commerce, ideally dropshipping or fashion, where delivery times and "not as described" claims are common battlegrounds • Excellent written English: your rebuttals must be professional, structured, and persuasive • Extremely deadline-driven and organized — dispute windows are unforgiving • Fast and efficient worker: able to process a high volume of cases per hour using templates and repeatable workflows, without sacrificing quality • Comfortable working independently in the PayPal Resolution Center and Shopify admin Nice-to-haves • Experience handling chargebacks on Whop or similar platforms • Experience with dispute management or fraud-prevention tools (e.g. Chargeflow, Signifyd, or similar) • Familiarity with our stack: Track123 for order tracking and Re:amaze for customer email/helpdesk (or similar tools) • Knowledge of consumer protection expectations in EU markets What Success Looks Like • Every dispute and chargeback answered well before the deadline, with a complete evidence package • A fast, efficient workflow: high case throughput with consistent quality, no backlog • A clearly rising win rate within the first 2–3 months • Falling dispute volume thanks to your prevention recommendations • Clean, up-to-date reporting we can trust at a glance What We Offer • Fully remote, flexible hours — results matter, not where or when you work • Competitive compensation based on experience (fixed fee, hourly, or performance-based — open to discussion) • Direct line to the store owner: short decision lines, no bureaucracy • Growing volume: the role can expand with the business (fraud prevention, payment operations, customer service oversight) How to Apply Send us: 1. A short introduction of your dispute/chargeback experience (platforms, volumes, and your typical win rate) 2. One example (anonymized) of a chargeback or dispute you won, and how you built the case 3. Your availability and preferred rate Only candidates with demonstrable dispute/chargeback experience will be considered. If you have read this vacancy in full and are seriously interested, start your application with the word "Banana".