Service
A service you hire. Not software you run.
Defending a dispute is mostly retrieval. The order lines are in your ERP, the delivery scan sits with the carrier, and the shopper's last message is in a ticket nobody has opened since March. Austral does the retrieval and files the result where the dispute actually lives. There is no login for you to do any of it yourself.
Not SaaS. A company you hire.
A full-service chargeback handling company, powered by the next wave of technology, and run by us rather than operated by you.
A SaaS subscription gives your team a new place to do the same work. Austral takes the work. Disputes arrive with us, our engine pulls and assembles the evidence, we file under the mandate you give us, and the outcome comes back to you on the order.
One evidence engine, three places to file, and nothing for your team to operate in between.
The evidence already exists. It's just scattered.
Austral reads the records a dispute needs from the systems that hold them, and nothing else.
Commerce and ERP
What was bought
Order record, line items, amount, currency, and the capture the dispute is attached to.
Logistics
What was shipped
Dispatch timestamp, carrier scans, proof of delivery, and who signed for it.
Support
What was said
The shopper's thread, in order, with what was promised and when it was promised.
Payments
What was settled
The capture, the refund record, and whether anything has already been returned.
Read access, in one direction. Austral does not write to your ERP, does not move stock, and does not change the state of an order.
Same pack. Three different machines to file it into.
Assembly barely changes with the payment method. The filing changes completely.
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PayPal
The buyer opens a dispute in the Resolution Center and the seller answers there. If it isn't settled it escalates to a claim, and PayPal investigates and decides. Not answering is treated as conceding.
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Klarna
Disputes are worked in the Disputes app in Klarna's Partner Portal, and the evidence has to be attributable to the capture being disputed. Klarna comes back with follow-up requests, so it's a loop rather than a single filing. Austral stays in the loop.
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Wero
A Wero dispute opens as a pre-dispute, directly between merchant and shopper, before any bank is involved. Ignore it and the shopper escalates to their own bank, which can reverse the funds. The pre-dispute is the cheapest place to end it.
Response windows differ by provider and by acquirer. Austral works to the window your integration actually gets, not to a number printed on a marketing page.
In all three regimes, silence is a loss.
Which is the whole reason this exists.
A dispute nobody answers is decided against the merchant by default. That much is written into every one of the three regimes, and none of them treats it as a technicality.
The usual reason nobody answers isn't negligence. It's that assembling the file takes longer than the window allows — four logins and most of an afternoon, against nineteen other things that day. So the deadline arrives, and the money goes back.
Austral removes the afternoon.
Where Austral stops.
A short list, because the boundaries matter as much as the coverage.
- It isn't a tool you operate. There's no workspace to staff and no plan to pick. You hire the service, and we run the engine.
- It doesn't decide whether to refund. Some disputes should be conceded. That call stays with you.
- It doesn't run your customer service, and it doesn't set your fraud rules or block orders.
- It doesn't write to your systems. Read access to the records a dispute touches, and nothing beyond them.
- It doesn't promise an outcome. The decision belongs to PayPal, to Klarna, or to the shopper's bank. Austral's job is that they decide on a complete file, on time.
See it file one.
Bring a dispute you're working on right now, and we'll walk it through the regime it belongs to.