LLM-Powered Chargeback Dispute Drafting

// Build context package for LLM dispute drafting
async function buildDisputeContext(transactionReference) {
  var headers = { Authorization: 'Bearer ' + process.env.PAYSTACK_SECRET_KEY };

  // 1. Get Paystack transaction details
  var txnRes = await fetch('https://api.paystack.co/transaction/verify/' + transactionReference, { headers });
  var txn = (await txnRes.json()).data;

  // 2. Get your order record
  var order = await db.orders.findByReference(transactionReference);

  // 3. Get customer email history from your CRM/email tool
  var emails = await crm.getEmailThread(txn.customer.email, { since: new Date(txn.paid_at) });

  return {
    transaction: {
      reference: txn.reference,
      amount_ngn: txn.amount / 100,
      date: txn.paid_at,
      channel: txn.channel,
      card_last_four: txn.authorization?.last4,
      card_brand: txn.authorization?.brand,
      ip_address: txn.ip_address,
      authorization_code: txn.authorization?.authorization_code,
    },
    order: {
      items: order.line_items,
      fulfillment_status: order.status,
      fulfillment_date: order.fulfilled_at,
      delivery_proof: order.delivery_proof_url, // tracking URL or delivery confirmation
    },
    customer_communications: emails.map(e => ({
      date: e.date,
      subject: e.subject,
      direction: e.direction, // 'sent' | 'received'
      summary: e.body.slice(0, 200), // brief summary, not full body
    })),
  };
}

// Generate dispute draft
async function draftChargebackDispute(transactionReference) {
  var context = await buildDisputeContext(transactionReference);

  var prompt = `You are helping draft a chargeback dispute response for a Paystack merchant.

Transaction evidence:
${JSON.stringify(context, null, 2)}

Draft a chargeback dispute response that:
1. Clearly states the transaction was authorized and legitimate
2. References specific evidence from the data provided (dates, amounts, fulfillment proof)
3. Summarizes customer communication showing the customer was engaged with the purchase
4. Notes any delivery or fulfillment confirmation

IMPORTANT: Use only the facts provided above. Do not invent or assume any details not present.
If any evidence is missing (e.g., no delivery confirmation), note what is missing rather than fabricating it.
Format as a professional dispute letter.`;

  var response = await anthropic.messages.create({
    model: 'claude-opus-4-6',
    max_tokens: 1024,
    messages: [{ role: 'user', content: prompt }],
  });

  return {
    draft: response.content[0].text,
    context, // human reviews context + draft together
    warning: 'This is an AI draft. Verify every factual claim against your actual records before submission.',
  };
}

Gather this before asking the LLM to draft. Missing evidence weakens your dispute:

• Paystack transaction record — reference, amount, date, authorization code, card details, IP address
• Order/fulfillment record — what was purchased, when it was fulfilled, fulfillment method
• Delivery proof — tracking number and delivery confirmation for physical goods; access logs for digital products
• Customer communication — emails or chat showing the customer engaged with the purchase or received the product
• Terms of service — the terms the customer accepted at checkout, including refund policy
• IP/geolocation match — Paystack provides ip_address on transactions; matching to the customer's known location strengthens the case

See audit trails for AI financial actions to understand logging requirements around AI-assisted dispute processes.

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