LIVE · SMALL GROUP · LIMITED

Cross-Table Lab

The Gray Area- Issuer vs Merchant Perspectives

A private working session where issuer-side and merchant-side operators sit at the same table and work the same case. Two perspectives. One scenario. The kind of conversation that rarely happens because issuers and merchants don't usually talk while the case is still open. By application only. Cross-perspective is the format, not the bonus.

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Real cases. Real decisions. No slides. No theory.

• Limited number of participants • Single live session • Scenario-driven • Built for real operations

By application. Join the waitlist

Hosted by Dispute Academy

Featuring

Haykanush Shahbazyan

Founder, Dispute Academy

10+ years scaling issuer-side dispute operations. Led dispute, risk, and customer operations at Capital One, Simple Finance, Aspiration, and Oxygen, translating customer behavior, network rules, and operational nuance into defensible classifications, scalable QA, and durable program performance.

Amber Mcgirr

Founder, Chargeback Nerd

10+ years building merchant-side chargeback strategy. Led dispute operations and risk initiatives at Stripe, BlueSnap, Midigator, and MidMetrics, translating network rules, issuer behavior, and dispute data into practical strategies for reducing losses and improving operational performance.

This is not a webinar.

Most training teaches rules. This lab puts you inside a decision.

You will work through real dispute cases and see how classification actually gets made and where even experienced teams get it wrong.

NOT THIS

Slides and definitions
One-way lecture
Generic compliance content
Theoretical examples

THIS

• Real dispute scenarios

• Live group discussion

• Issuer-side decision-making

• Cases that test your judgment

What happens in the session

Three phases. One outcome: you leave thinking differently.

01 - Case presentation

A real dispute scenario is introduced. You review the facts and form an initial classification.

02 — Group discussion

We work through ambiguity, classification, and evidence - live.

03 — Decision debrief

We break down the correct classification, why it holds up, and where teams typically fail.

Built around how judgment actually develops

Classification errors don’t come from not knowing the rules.
They come from not knowing how to apply them under pressure and ambiguity.

This lab puts you inside that moment - deliberately.

✔ Cases drawn from real dispute patterns
✔ Discussion surfaces hidden assumptions
✔ Regulatory alignment built into every decision

Small by design. Intentionally limited.

Limited number of participants

Discussion stays sharp and directly applicable.

Live and interactive

You’re in the room- not watching a recording.

Single session

Focused scope. Immediately usable.

Right for some. Not for everyone.

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Right for you if:

• Issuer-side disputes operators
• Merchant-side chargeback teams.
• PSP and acquirer operators working across both sides
•Anyone scaling a dispute program who keeps hitting cases that don't classify cleanly from one perspective

Not for you if:

• You want passive learning
• You’re looking for compliance certification
• You’re new to disputes

Ready to think differently about classification?

Cohort size is limited - when it’s full, it’s full.

Have a question?