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Evidence preparation should combine deterministic collection with autonomous drafting. The workflow decides what evidence is allowed and required. The evidence drafting agent turns approved facts into a clear packet.

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What It Does

The evidence and approval function:
  • Collects transaction, account, order, fulfillment, communication, and policy evidence from approved sources
  • Checks which evidence types are required for the dispute reason
  • Calls an evidence drafting agent to create a concise narrative
  • Flags missing or weak evidence
  • Sends the packet to a reviewer before submission
  • Records the reviewer decision and required changes
NeedDuckie component
Evidence checklist by reasonWorkflow or knowledge article
Evidence retrievalApp, custom, or MCP tools
Evidence narrativeAutonomous evidence drafting agent
Human reviewApproval workflow
Reviewer collaborationSlack escalation agent
Audit trailRuns and source-system updates

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Flow

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Evidence Sources

Use sources that can be audited:
  • Payment processor case details
  • Transaction records
  • Order or service records
  • Account profile data
  • Customer-facing policy pages
  • Prior account communications
  • Delivery, fulfillment, usage, or access logs when relevant
  • Account-provided documents or statements
Avoid sources that are not tied to the account, transaction, or published policy.

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Approval Request Format

The approval workflow should send reviewers a structured request:
SectionContents
Case summaryCase ID, amount, deadline, reason, and recommended path.
Evidence packetDraft narrative and evidence list.
RisksMissing facts, weak evidence, policy uncertainty, or timing risk.
Decision buttons or optionsApprove, request changes, reject, or escalate.
Required response formatReviewer decision, comments, and approver identity.

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Human Approval Rules

Require approval when:
  • The packet will be submitted externally
  • The case value is above a threshold
  • The deadline is near
  • The evidence drafting agent reports low confidence
  • A guardrail or escalation rule triggers
  • The account or cardholder raises a legal or regulatory issue
The reviewer should approve the final packet, not just the agent’s reasoning. Keep the approval artifact close to what will be submitted or recorded.

Workflows

Build the evidence and approval workflow.

Custom Tools

Retrieve evidence from internal systems.

Escalation Rules

Route sensitive cases to reviewers.

Runs

Audit every evidence and approval step.