cx-dispute-qualitylisted

# Dispute and chargeback handling quality Disputes sit in an unusual place: they are support conversations governed by external timetables and evidence rules you do not control. Miss a scheme deadline and the right is gone regardless of the merits — **the customer loses money because of an internal process failure, and nothing about the case file will show it as a decision.** That asymmetry is what makes this worth auditing separately from ordinary complaint handling. **Scheme rules, deadlines and evidence requirements vary by scheme, region and dispute reason, and they change.** Nothing here states one. Source them from payments or compliance and treat them as configuration. ## Two clocks, and the internal one is the problem **The scheme clock** — the window to raise a dispute or respond to a defence. External, hard, and unforgiving. **The customer clock** — any regulatory or contractual timeframe for responding to the customer, including provisional credit where that applies. They are different lengths and they interact badly: a case can be inside the customer timeframe and past the scheme window, which means the customer will get an answer and no money. Audit both, and specifically for cases where the second was met and the first was missed. Where a dispute arrives as an ordinary support ticket and is only later recognised as a dispute, **the scheme clock started at first contact**. Identification lag is the single largest cause of missed windows, and it is measura