Β Β Nobody Trained You for This Job.
Dispute Academy Did.
Operational Training for Dispute Analysts and Fintech Operations Teams
ββββββββΒ
Tier 1Β - Foundations gives investigators and support teams
the classification frameworks and investigation workflows
they should have had on day one.
Built by a fintech disputes leader with 10+ years
building dispute programs across fintech and digital banking.
ββββββββββββββββββββββββ
Why This Training Exists
Β
Β Over the years, one pattern kept repeating itself.
Former colleagues, fintech operators, and dispute leaders kept reaching out with questions about how specific disputes should be handled, what investigators should document, and how teams should classify and route cases correctly.
I also heard from risk, fraud, and operations professionals who wanted to better understand how dispute processes actually work inside strong teams.
At the same time, companies started hiring me to review their dispute programs and identify gaps in training, investigation quality, and team workflows.
Dispute Academy was built to bring all of that knowledge into one place, turning more than 10 years of dispute operations experience into practical frameworks teams can use immediately.
Built from 10+ years of real dispute operations experience across fintech and digital banking.
Why Dispute Teams Struggle Today
Β Most dispute teams donβt struggle because of effort - they struggle because operational frameworks are missing.
ββββββββββββββββββββββββΒ
Misclassified Disputes
Disputes are often routed incorrectly, confusing unauthorized claims, billing disputes, and merchant issues. When classification is wrong, everything downstream breaks.
Slow Dispute Resolution
When intake, triage, and investigation steps are unclear, disputes move slowly through the queue. Delays create customer frustration and operational backlog.
Weak Documentation
Investigations break down when notes are incomplete, evidence is unclear, or decisioning is poorly documented. Weak files are difficult to defend and harder to recover on.
No Standard Framework
Many teams rely on tribal knowledge instead of a repeatable dispute workflow. Without a shared framework, quality, consistency, and training all suffer.
What You Will LearnΒ Β
Practical investigation frameworks dispute teams use to classify,
investigate, and resolve disputes correctly.
Built from real dispute operations experience across fintech and digital banking teams.
ββββββββββββββββββββββββββββββββββββΒ
Dispute Classification Framework
Learn how to classify disputes correctly
so investigations follow the proper regulatory and operational path.
DebitΒ vs Credit DisputeΒ LogicΒ
Understand how debit and credit disputes behave differently and how investigators route them correctly.
Evidence That Wins CasesΒ
Learn what documentation actually matters, and what investigators waste time collecting.
Chargeback FundamentalsΒ
Understand when disputes become chargebacks and how evidence supports recovery.
Operational Investigation FrameworkΒ
Use a repeatable method to analyze disputes instead of relying on customer narratives.
Real Dispute Program ThinkingΒ
See how regulations, chargebacks, and operational workflows interact inside real dispute teams.
Why Dispute Academy Is Different
Most dispute training focuses on regulations or chargeback rules.
This program focuses on how dispute teams actually investigate and resolve cases.
ββββββββββββββββββββββΒ Β
Β Built by a Dispute Operator
Β
Built from real dispute operations experience, not theory.
Reflects how dispute programs actually work inside fintech teams.
Β Operational Frameworks
Β
Instead of isolated tips or policy explanations, this program teaches repeatable investigation frameworks teams can apply across thousands of cases.
Β Real Investigator Thinking
Β
Learn how experienced investigators analyze disputes, how they classify claims, evaluate evidence, and decide what actually matters in a case.
Β
Built for Fintech TeamsΒ
Β
The course reflects the realities of modern dispute programs, digital banks, fintech issuers, and fast-moving operations environments.
How Dispute Academy WorksΒ
Learn the operational frameworks dispute teams use to classify, route, investigate, and resolve claims correctly.Β
Β
1. Think Like an Investigator
Experienced dispute teams focus on the facts that determine the outcome, not every detail in the customer story.
2. Classification & Routing Frameworks
Use repeatable classification and routing frameworks instead of guessing through every dispute.Β
3. Real Dispute Program Workflows
Understand how regulations, chargebacks, and operational workflows interact inside real dispute programs.
ββββββββββββ
Who This Training Is For
Β
Built for issuer-side teams responsible forΒ dispute intake, classification, investigation, and operations.
Dispute Analysts
InvestigatorsΒ responsible for reviewing claims, collectingΒ evidence, and determining dispute outcomes.
Customer Support Teams
Support teams that intake disputes and must classify claims correctly before investigation begins.
Risk & Fraud Operations
Operations teams monitoring transactions and managing fraud and dispute exposure.
.
Operations Leaders
Leads and managers responsible for building scalable dispute investigation workflows.
Tier 1 - Foundations Curriculum
The operational frameworks dispute analysts use to classify, investigate, and resolve claims correctly.Β
βββββββββββββββββββββββββββ
6 modules β’ 25 lessons β’ quizzes β’ downloadable frameworks
~3β4 hours total training
Module 1: Foundations: Lifecycle, Classification and Terminology
5 LESSONSΒ
- Disputes (Issuer-Side): What You Actually Own
- The Dispute Lifecycle
- Dispute Reason Classification
- Regulated vs Unregulated Routing
- Basic Terminology
INCLUDEDΒ
- Test Quizzes with each lesson
- 5 Downloadable Materials
Β Β
Module 2: Reg E Fundamentals
Β
4 LESSONS
- What Counts as a Reg E "Error" (and What Doesn't)
- Reg E Timing Discipline
- Investigation Posture for Reg E Claims
- Provisional or Temporary Credit (Operational Awareness)
INCLUDED
Test Quizzes with each lesson
Module 3:Β Reg Z Basics (Credit Cards)
4 LESSONS
- Credit Card Disputes: the Billing vs Experience
- Mental Model Credit Card Intake for Investigators
- Unauthorized on Credit Cards
- Merchant Contact + Merchant Research
INCLUDED
- Test Quizzes with each lesson
- 6 Downloadable Materials
Module 4:Β Intake, Triage, and Routing
4 LESSONS
- Intake Capture That Prevents ReworkΒ
- 2-Minute Triage Routine
- Merchant Credit Detected- Close Cleanly
- Need More Information: Request Only What Matters
INCLUDED
- Test Quizzes with each lesson
- 5 Downloadable Materials
Module 5:Β Evidence & Investigation Essentials
4 LESSONS
- Evidence: What Matters
- Sufficiency: How to Know You Have "Enough"
- Defensible Case Narratives
- Unauthorized vs Scam vs Authorized Merchant Dispute
INCLUDED
- Test Quizzes with each lesson
- 5 Downloadable Materials
Module 6:Β Chargeback 101 + Documentation Standard
4 LESSONS
- Chargeback 101Β
- Reason Selection Framework (Network-Agnostic)
- Documentation Standards for Defensibility
- Worked Ticket Lab
INCLUDED
- Test Quizzes with each lesson
- 4 Downloadable Materials
Meet Your Instructor
ββββββββββββ
Haykanush Shahbazyan
Fintech Operations Leader
Dispute & Payments Specialist
Haykanush Shahbazyan has built dispute operations programs across digital banks and fintech companies, leading teams responsibleΒ for thousands of dispute investigations.
Her work focuses on creating operational frameworks that help teams classify, investigate, and resolve disputes consistently.
- Built dispute operations teams from scratch
- Led Reg E and Reg Z investigation programs
- Designed dispute intake and classification frameworks
- Managed cross-functional operations teams
- Worked with issuing banks, card networks, and fintech partners
Worked with issuing banks, card networks, and fintech partners across global payment programs.Β
View LinkedIn Profile
Enroll in Tier 1Β - Foundations
Build the operational investigation skills every dispute analyst should have from day one.
ββββββββββββΒ
Tier 1 - Foundations
$249
One-time payment β’ Lifetime access
Operational dispute investigation frameworks
-
Investigation workflows used by fintech teams
-
6 training modules
-
25 practical lessons
-
Downloadable reference tools
-
Quizzes to reinforce learning
-
Self-paced learning
-
Immediate access
All purchases are final.Β
Training for teams?
If your company would like to provide Dispute Academy training for multiple team members or arrange custom training sessions, please contact us atΒ hello@disputeacademy.com
Build a Stronger Dispute Operation
Give your dispute analysts the operational frameworks
modern fintech teams use to classify, investigate,
and resolve disputes correctly.Β
Β Dispute Academy provides operational training based on industry practices and experience. The materials are forΒ educational purposes only and do not constitute legal advice or regulatory guidance.
