E-commerce Chargeback & Dispute Manager (Fashion Brand)

We are looking for an experienced Chargeback & Refund Manager with proven experience in the UK e-commerce market, preferably within fashion or high-volume Shopify brands.
This is not a simple dispute-handling role. We are looking for someone who can take ownership of our entire post-purchase operation, including chargebacks, refunds, customer complaints, and data analysis. The goal is not only to manage disputes but also to identify and solve the underlying issues causing them.
Requirements
Proven experience managing chargebacks for UK-based e-commerce brands.
Strong understanding of the UK e-commerce market.
Experience with Shopify, Shopify Payments, Stripe, PayPal, Klarna, and similar payment providers.
Strong analytical skills with the ability to identify root causes of refunds and disputes.
Excellent written and spoken English.
Experience working with fashion e-commerce brands is highly preferred.
Ability to work independently and provide actionable recommendations.
Responsibilities
Chargeback & Dispute Management
Review every incoming chargeback individually.
Investigate each case thoroughly before submitting evidence.
Gather and organize all supporting documentation.
Submit dispute responses and maximize win rates.
Track outcomes and continuously improve dispute processes.
Monitor trends and identify recurring dispute reasons.
Refund Reduction & Customer Experience
Analyze refund data on an ongoing basis.
Identify products with elevated refund rates.
Investigate sizing, product quality, shipping, product page, and customer expectation issues.
Work with management to implement solutions that reduce refunds and improve customer satisfaction.
Customer Complaint Analysis
Review customer support tickets and emails.
Analyze complaint trends and recurring issues.
Identify operational weaknesses affecting customer experience.
Provide clear recommendations to improve customer satisfaction and reduce complaints.
Root Cause Investigation
Analyze disputes and complaints case by case and email by email.
Determine exactly what went wrong in each situation.
Identify whether issues are related to:
Product quality
Shipping delays
Customer support
Product descriptions
Sizing issues
Customer expectations
Operational processes
Reporting
Prepare weekly reports covering:
Refund rate
Chargeback rate
Chargeback win rate
Main refund reasons
Main dispute reasons
Recommended actions
Areas requiring attention and improvement