Duncan AndersonIndependent systems
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Travel operations · Production enterprise system

Dispute Defender

Turn a high-volume dispute queue into evidence-backed responses.

The result

Reviewers received a case-specific set of source records instead of rebuilding every dispute by hand or relying on a generic response.

What can be verifiedData scientist and system builder while employed

The system did the repetitive searching and assembly. It kept each statement connected to the underlying booking or payment record, then handed the prepared case to a person for the final response decision.

  1. 01Built for high-volume operational use
  2. 02Evidence remained traceable to source records
  3. 03Production enterprise deployment
How the system worksIllustrated example

Case 02491

Service provided

Review
Booking record2 records
Payment history3 records
Customer communication4 records

Evidence package

Ready for operator review

Sources linked

8 / 8

Missing evidence

None detected

A person approves the final response. Source records remain attached to the case.

Representative process · identifying data removed

What changed

Before

  1. 01Operators searched booking and payment records case by case.
  2. 02Evidence quality depended on available time and individual judgment.
  3. 03High queue volume encouraged generic or incomplete responses.

After

  1. 01Relevant records are gathered into one case context.
  2. 02The dispute reason determines which records and response structure are relevant.
  3. 03A person reviews the prepared package before the response is finalized.

What I owned

I built a production system that gathered booking, payment, and customer-contact records, identified the dispute type, and prepared a case-specific response package for an online travel business.

  • 01Evidence retrieval and data normalization
  • 02Case classification and response assembly
  • 03The end-to-end case preparation process
  • 04Production checks and handling for incomplete cases

What still needs a person

The system organized existing records; it did not invent facts or make the final judgment. A reviewer approved the response. The public illustration is representative because the company and customer records are confidential.

Technical detail

PythonMachine learningREST APIsData pipelines

Have a similar operating problem?

Bring one recurring process and the point where it keeps breaking. We will decide whether it has a clear enough finish line for a sprint.

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