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DisputeOS
Our in-house, deadline-first case management platform for telehealth payment disputes. We built it when manual dispute work reached 332 cases a month in April 2026. Live since May 2026, it handled 5,274 cases in July 2026.
It handles the routine decisions, so our case managers can spend their time on what wins disputes: the quality of the evidence.
Getting each case to the right person
Rule-based routing
New cases are assigned to case managers automatically, according to set rules, with no manual sorting.
Urgent case detection
Cases close to their bank deadline are flagged so they are handled first.
Duplicate detection
Duplicate or conflicting assignments are flagged before they happen, preventing rework and mixed messages to the client.
Bank deadline tracking
Every open case is tracked against its deadline in real time.
Building the right evidence
Confidence-based record matching
Orders, payments, prescriptions and delivery records from different systems are linked to the case, with a confidence level for each match.
Reason-code evidence checklists
Each dispute reason, such as "product not received" or fraud, has its own checklist of the evidence the bank expects.
Quality before submission
Maker-checker review
One person prepares the response and another reviews it. Nothing is submitted without a second check.
Senior review of high-value cases
High-value cases go to reviewers whose approval limits are set by seniority.
Learning from every outcome
Win/loss logging
The outcome of every case is recorded against its dispute reason.
Dispute prevention insight
Those patterns show merchants where disputes come from, so they can prevent them and protect their revenue and merchant rating.
Handler productivity scores
Managers see each case manager's workload and output in real time.
Proven at volume.
cases a month handled on DisputeOS (5,274 in July 2026)
people on the team, without growing headcount in proportion to cases
can be extended to new merchants and dispute types, and licensed in the U.S. and India