Welcome, Sam
You have joined the disputes and chargebacks team. This is how to find what you need.
Role-aware welcome. The greeting names the person's team, so the first line they read applies to them. This follows the GOV.UK principle of leading with what matters to the user.
Getting started
0 of 4 viewedA guided tour of Keystone. It opens on your first login. You can start it again here any time, and read the full article behind each step.
Guided, one idea at a time. The tour introduces one idea at a time, and links to the full help article, so people learn by doing. Progress is saved, so a returning user carries on from where they stopped.
Three things to know on day one
Type a question the way you would ask it. The assistant answers from approved articles, and names its sources.
Every workflow has a step-by-step guide and a decision flow, so you handle each case the same way.
If an answer is missing or wrong, use 'Was this helpful?'. The knowledge team reviews your feedback.
Suggested reading for your first week
Help Centre audit
An internal view of how the knowledge base measures up against the content design system. Figures are illustrative, and cover the disputes and chargebacks space over the last 12 weeks.
The four knowledge management measures from the brief. Freshness, coverage, search success, and deflection appear as percentages, each with its change since last month. A stakeholder can read the state of the content at once.
Self-service deflection
Target 65%Share of questions resolved in the knowledge base without raising a ticket.
Top searches with no answer
Where people looked and found nothing. These are the content gaps to fill next.
Metrics lead to a decision. Each failed search names a missing article. The list becomes the content backlog, in priority order.
Audit against the content design system
360 articlesEach article is checked against the writing and structure rules. These are the open issues, most pressing first.
| Check | Articles | Status |
|---|---|---|
| Images with no alt text | 6 | Fix now |
| Missing a 'Find out more' section | 63 | Review |
| No screenshots | 253 | Review |
| No outbound link to another article | 98 | Review |
| Acronym not expanded on first use | 72 | Review |
| Banned wording in body copy | 36 | Review |
| Heading defect, a second h1 in the body | 1 | Review |
| Em dashes in body copy | 0 | Clear |
The audit turns the rules into counts. Every rule in the content design system becomes a check with a number, so the team can measure coverage and act on the gaps. Figures here are illustrative.
Content needing review
Sorted by age| Article | Owner | Last reviewed | Status |
|---|---|---|---|
| Responding to a chargeback | A. Rahman | Eight days ago | Fresh |
| Verifying a new merchant | P. Nair | 14 days ago | Fresh |
| Step-up authentication signals | L. Kovac | 41 days ago | Review due |
| Reviewing flagged transactions | M. Lowe | 63 days ago | Review due |
| The eight-week complaint rule | T. Baptiste | 121 days ago | Out of date |
How can I help?
Plain-English placeholder. The search hint shows a real example in the user's own words, not system wording such as 'enter keywords or reference number'.
Browse by topic
Most viewed this week
PopularResults
How to respond to a chargeback
Five-part help-topic layout. This article uses the canonical sections from the content design system: Before you begin, What you need to know, When would you use it, Things to note, and Find out more.
A chargeback is a card payment that a cardholder has asked their bank to reverse. This article is for disputes agents who handle card cases.
Before you begin
- You have the disputes agent role.
- The case is open, and you can read its reason code.
- You respond before the deadline shown on the case.
What you need to know
- Open the caseGo to the case from your queue.
- Read the reason codeRead what the cardholder claims, for example a fraud claim or a goods not received claim.
Illustrative mockup. The case page, with the Reason code field highlighted (step 2). - Decide whether to accept or challengeAccept a valid claim. Challenge a claim when you hold evidence that the payment was legitimate.
- Gather evidence that matches the reason codeUse delivery confirmation for a goods not received claim. Use 3-D Secure results and device data for a fraud claim.
- Submit your response before the deadlineAttach the evidence, and add a short, factual summary of what the documents show.
Illustrative mockup. The response panel, with the Submit response button highlighted (step 5). - Record the outcomeRecord the decision and the reason, so the next person has the full history.
Screenshots sit with their step. Each highlight is drawn outside the control, and the numbered badge matches the step it illustrates. The product is fictional, so these are labelled mockups, as the screenshot standard allows.
A late response resolves against the merchant, even when you meant to accept. Respond before the deadline.
When would you use it
- You need to respond to a new chargeback on a card payment.
- You need to decide whether to accept or challenge a claim.
- You need to submit evidence before a scheme deadline.
Things to note
- Accepting a chargeback is final. You cannot challenge the same case afterwards.
- Evidence must match the reason code. A delivery receipt does not help a fraud claim.
Deadlines differ by card scheme. Always read the deadline shown on the case.
Find out more
Feedback connects to the metric. A 'No' asks what was missing, and adds the article to the content needing review queue on the insights page.
Articles in this topic
Examples
Responding to a chargeback
A step-by-step article gives a reliable, repeatable procedure. It suits training new starters, and it supports an audit trail.
- Read the reason codeIt states what the cardholder claims.
- Accept or challengeChallenge only when you hold matching evidence.
- Submit before the deadlineA late response resolves against the merchant.
Dispute triage: which path?
When the next action depends on a yes or no answer, a diagram prevents the mistakes that long passages of text can cause.
Dispute questions and answers
Deadlines
How long do I have to respond to a chargeback?
What happens if I miss the deadline?
Evidence
What evidence should I submit?
Can I challenge after accepting?
Explainer: responding to a chargeback
Read the transcript
Narrator: Responding to a chargeback. Here is how to submit your evidence before the deadline.
Narrator: Start by reading the reason code. It tells you what the cardholder is claiming.
Narrator: Next, gather evidence that matches that reason. For a fraud claim, use the authentication results.
Narrator: Add a short, factual summary of what your documents show.
Narrator: Then submit before the deadline on the case. A late response resolves against the merchant.
Narrator: Need more detail? Open the full article in the help centre.
Accessible by design. The video has captions and a full transcript. The audio carries the same steps as the captions. This follows the accessibility rules in the content design system.
AI chat bot
Answers cite their source. The chat bot links to the source article, shows a screenshot, and offers a step-by-step option. A frontline agent can check the source and read the full guidance. Good taxonomy and tagging make this retrieval reliable.
Payment troubleshooter
Select the symptom the customer reports. The troubleshooter gives the likely cause and the next step.
Glossary
Dispute reason codes
| Reason code | What the cardholder claims | Evidence to send |
|---|---|---|
| 10.4 Fraud | I did not make this payment | 3-D Secure result, device and network data |
| 13.1 Goods not received | My order never arrived | Delivery confirmation |
| 13.3 Not as described | The item was not as described | Photographs, and the returns policy |
| 12.6 Duplicate | I was charged twice | Proof of a single charge |
| 13.2 Cancelled recurring | I cancelled this subscription | Cancellation terms, and usage records |
Product updates
Step-up authentication signals now appear in the fraud queue.
The dispute deadline now shows on the case header.
Evidence upload now accepts more file types.
New dispute case checklist
0 of 6 doneShould you challenge this chargeback?
Answer each question about the case. The tree gives you the right next action. It is a demo of guided decision support, built from published dispute-handling practice.
One question at a time. A branching decision becomes a series of plain questions. The reader cannot take a wrong turn, and each answer is recorded in the trail above the question.
How this demo follows the content design system
Every word in this demo is written to a content design system that gives priority to GOV.UK style. These are the checks it meets.
Writing
Structure
Accessibility
Keystone is a fictional product, built as a portfolio demonstration of knowledge management and content design. It uses no real company names, brands, or logos. All names, metrics, and case details are illustrative. The content follows a content design system that gives priority to GOV.UK style.