Your win rate reflects how successful your business is at recovering revenue from disputes. It's calculated by dividing disputes won by total eligible disputes, excluding intentional fraud losses.
How It's Calculated
Win Rate is based on the number of disputes.
Example: 100 disputes in a month — 55 won, 45 lost (5 of which are intentional fraud). Excluding the 5 fraud cases: (55 ÷ 95) × 100 = 57.89%
Recovery Rate
Recovery Rate works the same way, but uses dispute value instead of count.
Example: $10,000 in disputes — $6,000 won, $4,000 lost ($500 of which is intentional fraud). Excluding the $500: ($6,000 ÷ $9,500) = 63.16%
What Is "Expected Win Rate"?
When a month still has unresolved disputes, the system shows an expected win rate based on your account's historical average. The figure becomes final once all disputes from that month are resolved.
Why It Matters
Your win rate helps you gauge Chargeflow's effectiveness and spot trends that can improve dispute outcomes and maximize recovered revenue.
How Can I Improve My Win Rate?
Here are the most impactful steps you can take directly in your Chargeflow account:
Complete the Automation Optimization Portal
Complete the Automation Optimization Portal
Input your business details, policies, and checkout flow so Chargeflow's AI can craft highly tailored rebuttal letters.
Upload Reusable Visual Evidence
Upload Reusable Visual Evidence
Add screenshots like order confirmations, policy displays, and renewal reminders to strengthen fallback evidence across cases. See our How to Upload Evidence for Disputes article for the steps.
Maximize Automation Control Settings
Maximize Automation Control Settings
Extend the submission delay beyond the default 5 days after the initiation date or 20 days before the due date to allow tracking statuses to update and capture final customer communications before submission. Refer to What is Automation Control? article for detailed steps.
Connect Customer Communication Tools
Connect Customer Communication Tools
Integrate Gmail, Zendesk, or Gorgias so the AI can pull relevant quotes and context directly from support threads. For actual screenshots from these tools, please upload them in the app. For detailed integration steps, see the How to Integrate Gmail, Gorgias, and Zendesk with Chargeflow article.
Upload Ad-Hoc Evidence
Upload Ad-Hoc Evidence
For open disputes, upload specific proof (e.g., delivery photos, chat screenshots) during the delay period so the AI can include it in the submission.
Utilize 3D Secure (3DS)
Utilize 3D Secure (3DS)
For fraud-related chargebacks, 3DS shifts liability to the issuer and can achieve 80–90% win rates.
Improve Tracking & Fulfillment
Improve Tracking & Fulfillment
Use reputable carriers with valid tracking, signature confirmation where possible, and proactive shipping communication — especially important for dropshippers.
Provide Shopify Collaborator Access (For Shopify Merchants)
Provide Shopify Collaborator Access (For Shopify Merchants)
Gives Chargeflow visibility into Customer Claim Documents, enabling the AI to build reason-code-aligned responses instead of relying on generic assumptions. Chargeflow sends a request 1-3 days after you install. You can find it in 3 ways:
Email — Look for a message with the subject line: "Request for store access from Chargeflow, Inc."
Shopify Dashboard
Shopify Settings > Users & Permissions > Collaborators
If you haven't received a request, please reach out to our support team via our 24/7 Live Chat or via email at support@chargeflow.io.
