Humanity’s Last PRD
Latest drop: Gemini 4 Argon · 13 Oct
Tasks / Product Craft

Write a PRD

Can the model turn a brief into a spec engineers could build from, including how an AI feature behaves when it is wrong?

Task type v1.2 · 2 tasksLast changed 6 Oct 2026 · ChangelogDifficulty

What AI gets right here, and what you’ll still have to catch

From 18 graded outputs by 9 models. 28% were usable with at most a quick edit.

Reliably right

  1. Specifies AI failure behaviour100% pass
    It specifies what happens when uncertain or wrong: block ownership, show retry states, disable assignments on violation, and never fall back to calendar data.
    GPT-6 Astra · ChatGPT · Meeting summaries with action items
  2. Builds the regulator's rules in100% pass
    All three rules (2-business-day acknowledge, 15-business-day resolve or explain, no harder than paying) appear as testable requirements R8, R10, R13.
    Sonnet 5.5 · API · Disputes that aren't disputes
  3. Produces the required deliverable96% pass
    The PRD is complete, written for engineering and design leads, within the 1,000–1,500 word range, and directly actionable.
    GPT-6 Astra · ChatGPT · Meeting summaries with action items

Where it slips

  1. Says who it's for, and who it isn't35% pass
    Does not name the target users (individual account holders) or explicitly exclude a group (e.g., business accounts), missing a required scope decision.
    Sonnet 5.5 · API · Disputes that aren't disputes
  2. Proposes tests that could fail36% pass
    The A/B expansion gate relies on a fraud-reversal guardrail but does not specify a numeric threshold, leaving the test incomplete.
    Sonnet 5.5 · API · Disputes that aren't disputes
  3. Plans how people will find it44% pass
    Gives a staged rollout and discovery method (reviewer notification), but does not name the teams that need to be ready (e.g., support, sales) beyond technical dependencies.
    GPT-6.1 Sol · API · Meeting summaries with action items

How it’s graded

Each check is built on how world-class product and growth leaders do this work, as they’ve described it on Lenny’s Podcast, and names the leader it comes from.

  1. Success settles trade-offs

    Does the PRD define success as a measurable outcome with a target and time frame, and say which goal wins when two of them conflict?

    Passes when Names a success metric with a target and time frame, and gives at least one explicit trade-off rule (for example, accepting lower coverage to keep precision above a stated level).

    Product and growth leadersOn Lenny’s Podcast

  2. Says who it's for, and who it isn't

    Does the PRD name the specific users it is for, say explicitly who it is not for, and make at least one scope decision that follows from that choice?

    Passes when Names the target users and at least one group it deliberately leaves out, and a scope decision visibly follows from the exclusion.

    Matt LeMayLenny’s Podcast

  3. Plans how people will find it

    Does the PRD say how the feature reaches people: how it rolls out, how users discover it, and who needs to be ready for it (support, sales), rather than stopping at what to build?

    Passes when Gives a staged rollout, a way users will discover the feature, and the teams that need to be ready, all fitted to this feature.

    Ami VoraLenny’s PodcastKarri SaarinenLenny’s Podcast

Plus our standard checks

Uses the supplied evidence correctly · Addresses the actual decision · Respects explicit constraints · Identifies material uncertainty · Avoids unsupported claims · Produces the required deliverable · Proposes tests that could fail · and 2 written for each task, which you’ll see in the tasks below.

The tasks

Read the brief, then compare up to three outputs, each with the LLM judge’s verdict on every check. Highlights mark what a PM had to fix.

The brief

You're the PM for card servicing at Clearbank. Write the PRD for self-serve disputes in the app, as Imogen asks below. It goes to the squad (engineering, design, support operations and compliance) who'll build it next quarter. 1,000 to 1,400 words. The dispute export and the background are attached.

What the model was given6 items: About Clearbank, imogen_note.md, how_disputes_work_today.md, regulator_rules.md, disputes_sample_last_quarter.csv (a random sample of 400 of last quarter's 2,400 disputes), merchant_data_option.md
About ClearbankA digital bank for individuals: current accounts and debit cards, run through a mobile app.
imogen_note.md1 lines · Download
From Imogen (Head of Product): "Write the PRD for self-serve disputes in the app. Support says it's their biggest cost after card freezes. The PRD goes to the squad (engineering, design, support ops and compliance) who will build it next quarter. 1,000 to 1,400 words."
how_disputes_work_today.md5 lines · Download
# How disputes work today

Customers raise a dispute by chatting to support. An agent collects details, then either explains the payment or opens a chargeback. Agents spend about 11 minutes per dispute. 2,400 disputes last quarter; 14% of them were resolved later than the regulator's deadline.

Card transactions show the merchant's billing name (for example "SQ *BRKLYN BAGEL 0412"), not its trading name or logo.
regulator_rules.md5 lines · Download
# Regulator's rules (summary from Legal)

- Acknowledge a dispute within 2 business days.
- Resolve genuine disputes within 15 business days, or tell the customer why it's taking longer.
- Don't make it harder to raise a dispute than to make a payment.
disputes_sample_last_quarter.csv (a random sample of 400 of last quarter's 2,400 disputes)dispute,customer_said,days_to_resolve,outcome CB-40000,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40006,I didn't receive what I paid for,17,Chargeback lost CB-40012,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40018,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40024,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40030,I didn't receive what I paid for,11,Chargeback lost CB-40036,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40042,I didn't receive what I paid for,16,Chargeback lost CB-40048,I was charged twice,5,Not a duplicate: two separate purchases CB-40054,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40060,I was charged twice,10,Not a duplicate: two separate purchases CB-40066,I was charged twice,7,Not a duplicate: two separate purchases CB-40072,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40078,I don't recognise this payment,5,Fraud confirmed CB-40084,I don't recognise this payment,7,Fraud confirmed CB-40090,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40096,I was charged twice,6,Not a duplicate: two separate purchases CB-40102,I didn't receive what I paid for,7,Chargeback won CB-40108,I don't recognise this payment,6,Fraud confirmed CB-40114,I was charged twice,9,Duplicate refunded CB-40120,I was charged twice,7,Not a duplicate: two separate purchases CB-40126,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40132,I was charged twice,9,Duplicate refunded CB-40138,Subscription I cancelled,18,Chargeback won CB-40144,I didn't receive what I paid for,21,Chargeback won CB-40150,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40156,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40162,I don't recognise this payment,6,Fraud confirmed CB-40168,I was charged twice,4,Not a duplicate: two separate purchases CB-40174,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40180,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-40186,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40192,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-40198,I don't recognise this payment,1,Fraud confirmed CB-40204,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40210,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40216,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40222,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40228,I didn't receive what I paid for,29,Chargeback won CB-40234,I don't recognise this payment,8,Fraud confirmed CB-40240,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40246,I didn't receive what I paid for,10,Merchant refunded CB-40252,I don't recognise this payment,4,Fraud confirmed CB-40258,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40264,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40270,I didn't receive what I paid for,21,Chargeback won CB-40276,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40282,I didn't receive what I paid for,17,Merchant refunded CB-40288,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40294,I don't recognise this payment,1,Fraud confirmed CB-40300,I don't recognise this payment,7,Fraud confirmed CB-40306,I don't recognise this payment,8,Fraud confirmed CB-40312,I didn't receive what I paid for,20,Merchant refunded CB-40318,I didn't receive what I paid for,26,Chargeback lost CB-40324,Subscription I cancelled,10,Merchant refunded CB-40330,I don't recognise this payment,1,Fraud confirmed CB-40336,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-40342,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40348,Fraud: I didn't make this payment,9,"Fraud confirmed, refunded" CB-40354,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40360,I was charged twice,9,Not a duplicate: two separate purchases CB-40366,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40372,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40378,I don't recognise this payment,8,Fraud confirmed CB-40384,I didn't receive what I paid for,14,Merchant refunded CB-40390,I don't recognise this payment,7,Fraud confirmed CB-40396,I don't recognise this payment,8,Fraud confirmed CB-40402,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40408,I was charged twice,5,Not a duplicate: two separate purchases CB-40414,I didn't receive what I paid for,13,Chargeback lost CB-40420,Subscription I cancelled,11,Chargeback won CB-40426,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-40432,I didn't receive what I paid for,13,Chargeback won CB-40438,Fraud: I didn't make this payment,4,"Fraud confirmed, refunded" CB-40444,I was charged twice,9,Duplicate refunded CB-40450,I didn't receive what I paid for,18,Chargeback won CB-40456,I don't recognise this payment,1,Fraud confirmed CB-40462,I don't recognise this payment,4,Fraud confirmed CB-40468,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40474,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40480,Fraud: I didn't make this payment,8,"Fraud confirmed, refunded" CB-40486,I didn't receive what I paid for,27,Chargeback lost CB-40492,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40498,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40504,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40510,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40516,I don't recognise this payment,5,Fraud confirmed CB-40522,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40528,Fraud: I didn't make this payment,8,"Fraud confirmed, refunded" CB-40534,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40540,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40546,I don't recognise this payment,2,Fraud confirmed CB-40552,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40558,I was charged twice,5,Duplicate refunded CB-40564,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40570,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40576,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40582,I didn't receive what I paid for,14,Chargeback lost CB-40588,I didn't receive what I paid for,18,Chargeback lost CB-40594,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40600,Fraud: I didn't make this payment,2,"Fraud confirmed, refunded" CB-40606,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40612,I don't recognise this payment,3,Fraud confirmed CB-40618,Fraud: I didn't make this payment,5,"Fraud confirmed, refunded" CB-40624,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40630,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40636,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40642,Fraud: I didn't make this payment,11,"Fraud confirmed, refunded" CB-40648,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40654,I don't recognise this payment,5,Fraud confirmed CB-40660,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40666,I don't recognise this payment,6,Fraud confirmed CB-40672,I was charged twice,5,Not a duplicate: two separate purchases CB-40678,Subscription I cancelled,10,Chargeback won CB-40684,Fraud: I didn't make this payment,9,"Fraud confirmed, refunded" CB-40690,Subscription I cancelled,7,Chargeback won CB-40696,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40702,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-40708,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40714,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40720,I was charged twice,13,Not a duplicate: two separate purchases CB-40726,Subscription I cancelled,13,Chargeback won CB-40732,I don't recognise this payment,3,Fraud confirmed CB-40738,I didn't receive what I paid for,18,Chargeback lost CB-40744,Fraud: I didn't make this payment,8,"Fraud confirmed, refunded" CB-40750,I was charged twice,11,Not a duplicate: two separate purchases CB-40756,Subscription I cancelled,10,Merchant refunded CB-40762,I was charged twice,7,Duplicate refunded CB-40768,Subscription I cancelled,18,Chargeback won CB-40774,I didn't receive what I paid for,23,Chargeback won CB-40780,I didn't receive what I paid for,7,Chargeback won CB-40786,Subscription I cancelled,5,Chargeback won CB-40792,I didn't receive what I paid for,10,Merchant refunded CB-40798,I was charged twice,9,Duplicate refunded CB-40804,I didn't receive what I paid for,24,Merchant refunded CB-40810,I don't recognise this payment,2,Fraud confirmed CB-40816,Fraud: I didn't make this payment,11,"Fraud confirmed, refunded" CB-40822,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40828,Subscription I cancelled,13,Chargeback won CB-40834,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-40840,I don't recognise this payment,7,Fraud confirmed CB-40846,Subscription I cancelled,7,Merchant refunded CB-40852,I don't recognise this payment,3,Fraud confirmed CB-40858,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40864,I was charged twice,4,Not a duplicate: two separate purchases CB-40870,I don't recognise this payment,8,Fraud confirmed CB-40876,I was charged twice,6,Not a duplicate: two separate purchases CB-40882,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-40888,I don't recognise this payment,8,Fraud confirmed CB-40894,I don't recognise this payment,6,Fraud confirmed CB-40900,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40906,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40912,I don't recognise this payment,8,Fraud confirmed CB-40918,I didn't receive what I paid for,21,Chargeback won CB-40924,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-40930,Fraud: I didn't make this payment,8,"Fraud confirmed, refunded" CB-40936,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-40942,I was charged twice,6,Duplicate refunded CB-40948,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-40954,I didn't receive what I paid for,14,Chargeback won CB-40960,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40966,I was charged twice,4,Not a duplicate: two separate purchases CB-40972,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-40978,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-40984,I didn't receive what I paid for,9,Merchant refunded CB-40990,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-40996,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41002,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41008,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41014,Fraud: I didn't make this payment,2,"Fraud confirmed, refunded" CB-41020,I didn't receive what I paid for,27,Chargeback won CB-41026,I didn't receive what I paid for,28,Chargeback won CB-41032,I was charged twice,7,Duplicate refunded CB-41038,I don't recognise this payment,2,Fraud confirmed CB-41044,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41050,I don't recognise this payment,4,Fraud confirmed CB-41056,Fraud: I didn't make this payment,11,"Fraud confirmed, refunded" CB-41062,I was charged twice,3,Duplicate refunded CB-41068,I don't recognise this payment,1,Fraud confirmed CB-41074,I don't recognise this payment,1,Fraud confirmed CB-41080,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41086,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41092,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41098,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41104,I didn't receive what I paid for,29,Merchant refunded CB-41110,Subscription I cancelled,16,Chargeback won CB-41116,I didn't receive what I paid for,22,Chargeback won CB-41122,I didn't receive what I paid for,13,Chargeback lost CB-41128,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41134,I was charged twice,10,Not a duplicate: two separate purchases CB-41140,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41146,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41152,I was charged twice,5,Duplicate refunded CB-41158,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41164,I didn't receive what I paid for,12,Chargeback lost CB-41170,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41176,Fraud: I didn't make this payment,2,"Fraud confirmed, refunded" CB-41182,I don't recognise this payment,1,Fraud confirmed CB-41188,I don't recognise this payment,3,Fraud confirmed CB-41194,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41200,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41206,Fraud: I didn't make this payment,5,"Fraud confirmed, refunded" CB-41212,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41218,Fraud: I didn't make this payment,6,"Fraud confirmed, refunded" CB-41224,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41230,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41236,I don't recognise this payment,3,Fraud confirmed CB-41242,Subscription I cancelled,9,Merchant refunded CB-41248,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41254,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41260,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41266,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41272,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41278,I didn't receive what I paid for,11,Chargeback lost CB-41284,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41290,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41296,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-41302,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41308,I was charged twice,11,Duplicate refunded CB-41314,I didn't receive what I paid for,27,Chargeback won CB-41320,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41326,Fraud: I didn't make this payment,5,"Fraud confirmed, refunded" CB-41332,I was charged twice,12,Not a duplicate: two separate purchases CB-41338,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-41344,I didn't receive what I paid for,17,Merchant refunded CB-41350,I didn't receive what I paid for,21,Chargeback won CB-41356,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41362,Subscription I cancelled,14,Merchant refunded CB-41368,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41374,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41380,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41386,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41392,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41398,I don't recognise this payment,2,Fraud confirmed CB-41404,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41410,I don't recognise this payment,3,Fraud confirmed CB-41416,I don't recognise this payment,5,Fraud confirmed CB-41422,I was charged twice,12,Duplicate refunded CB-41428,Subscription I cancelled,9,Merchant refunded CB-41434,I was charged twice,6,Duplicate refunded CB-41440,Subscription I cancelled,15,Merchant refunded CB-41446,I don't recognise this payment,5,Fraud confirmed CB-41452,I don't recognise this payment,7,Fraud confirmed CB-41458,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41464,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41470,I was charged twice,6,Not a duplicate: two separate purchases CB-41476,I don't recognise this payment,5,Fraud confirmed CB-41482,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41488,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41494,I didn't receive what I paid for,26,Merchant refunded CB-41500,I didn't receive what I paid for,24,Chargeback won CB-41506,Subscription I cancelled,20,Chargeback won CB-41512,I didn't receive what I paid for,29,Merchant refunded CB-41518,Subscription I cancelled,20,Chargeback won CB-41524,I don't recognise this payment,8,Fraud confirmed CB-41530,I was charged twice,3,Not a duplicate: two separate purchases CB-41536,I didn't receive what I paid for,8,Chargeback won CB-41542,I don't recognise this payment,2,Fraud confirmed CB-41548,I don't recognise this payment,2,Fraud confirmed CB-41554,I was charged twice,12,Not a duplicate: two separate purchases CB-41560,Subscription I cancelled,6,Chargeback won CB-41566,I was charged twice,3,Not a duplicate: two separate purchases CB-41572,I don't recognise this payment,1,Fraud confirmed CB-41578,Fraud: I didn't make this payment,7,"Fraud confirmed, refunded" CB-41584,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41590,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-41596,Subscription I cancelled,16,Merchant refunded CB-41602,Subscription I cancelled,15,Merchant refunded CB-41608,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41614,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41620,I was charged twice,5,Duplicate refunded CB-41626,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41632,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41638,Fraud: I didn't make this payment,3,"Fraud confirmed, refunded" CB-41644,I don't recognise this payment,3,Fraud confirmed CB-41650,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41656,I don't recognise this payment,6,Fraud confirmed CB-41662,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41668,I didn't receive what I paid for,12,Chargeback won CB-41674,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41680,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41686,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-41692,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41698,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41704,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41710,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41716,Fraud: I didn't make this payment,8,"Fraud confirmed, refunded" CB-41722,I don't recognise this payment,3,Fraud confirmed CB-41728,I was charged twice,12,Duplicate refunded CB-41734,Fraud: I didn't make this payment,5,"Fraud confirmed, refunded" CB-41740,I don't recognise this payment,6,Fraud confirmed CB-41746,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41752,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41758,I was charged twice,13,Duplicate refunded CB-41764,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41770,I didn't receive what I paid for,23,Chargeback won CB-41776,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41782,I didn't receive what I paid for,27,Chargeback won CB-41788,I didn't receive what I paid for,23,Chargeback lost CB-41794,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41800,I don't recognise this payment,3,Fraud confirmed CB-41806,I don't recognise this payment,1,Fraud confirmed CB-41812,I was charged twice,4,Not a duplicate: two separate purchases CB-41818,I don't recognise this payment,8,Fraud confirmed CB-41824,I didn't receive what I paid for,18,Chargeback won CB-41830,Subscription I cancelled,13,Chargeback won CB-41836,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-41842,I don't recognise this payment,7,Fraud confirmed CB-41848,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41854,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-41860,I was charged twice,5,Duplicate refunded CB-41866,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41872,I don't recognise this payment,8,Fraud confirmed CB-41878,I don't recognise this payment,2,Fraud confirmed CB-41884,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41890,I was charged twice,7,Not a duplicate: two separate purchases CB-41896,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-41902,Fraud: I didn't make this payment,9,"Fraud confirmed, refunded" CB-41908,I don't recognise this payment,4,Fraud confirmed CB-41914,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-41920,I didn't receive what I paid for,24,Merchant refunded CB-41926,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-41932,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-41938,Subscription I cancelled,15,Chargeback won CB-41944,I didn't receive what I paid for,13,Chargeback won CB-41950,I don't recognise this payment,2,Fraud confirmed CB-41956,I didn't receive what I paid for,24,Chargeback lost CB-41962,I don't recognise this payment,4,Fraud confirmed CB-41968,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-41974,Subscription I cancelled,15,Chargeback won CB-41980,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-41986,Fraud: I didn't make this payment,2,"Fraud confirmed, refunded" CB-41992,Fraud: I didn't make this payment,6,"Fraud confirmed, refunded" CB-41998,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-42004,I didn't receive what I paid for,12,Merchant refunded CB-42010,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42016,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42022,I was charged twice,11,Duplicate refunded CB-42028,I didn't receive what I paid for,25,Merchant refunded CB-42034,I didn't receive what I paid for,10,Merchant refunded CB-42040,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42046,I was charged twice,8,Duplicate refunded CB-42052,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-42058,I don't recognise this payment,7,Fraud confirmed CB-42064,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-42070,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42076,Fraud: I didn't make this payment,10,"Fraud confirmed, refunded" CB-42082,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-42088,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-42094,Subscription I cancelled,12,Chargeback won CB-42100,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-42106,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-42112,Subscription I cancelled,18,Chargeback won CB-42118,Fraud: I didn't make this payment,6,"Fraud confirmed, refunded" CB-42124,I don't recognise this payment,5,Fraud confirmed CB-42130,I didn't receive what I paid for,14,Chargeback lost CB-42136,I don't recognise this payment,8,Customer recognised it once shown the merchant's details CB-42142,Fraud: I didn't make this payment,2,"Fraud confirmed, refunded" CB-42148,I was charged twice,12,Not a duplicate: two separate purchases CB-42154,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-42160,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-42166,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42172,Fraud: I didn't make this payment,9,"Fraud confirmed, refunded" CB-42178,I don't recognise this payment,3,Fraud confirmed CB-42184,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-42190,I was charged twice,7,Duplicate refunded CB-42196,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-42202,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-42208,I didn't receive what I paid for,21,Chargeback won CB-42214,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-42220,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-42226,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-42232,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-42238,I was charged twice,10,Duplicate refunded CB-42244,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-42250,Subscription I cancelled,11,Chargeback won CB-42256,Fraud: I didn't make this payment,3,"Fraud confirmed, refunded" CB-42262,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-42268,I didn't receive what I paid for,16,Merchant refunded CB-42274,I was charged twice,3,Duplicate refunded CB-42280,Fraud: I didn't make this payment,9,"Fraud confirmed, refunded" CB-42286,I was charged twice,11,Duplicate refunded CB-42292,I was charged twice,9,Not a duplicate: two separate purchases CB-42298,I don't recognise this payment,6,Customer recognised it once shown the merchant's details CB-42304,I don't recognise this payment,2,Customer recognised it once shown the merchant's details CB-42310,Subscription I cancelled,16,Merchant refunded CB-42316,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-42322,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-42328,Fraud: I didn't make this payment,3,"Fraud confirmed, refunded" CB-42334,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-42340,I don't recognise this payment,1,Customer recognised it once shown the merchant's details CB-42346,I didn't receive what I paid for,19,Merchant refunded CB-42352,I was charged twice,12,Duplicate refunded CB-42358,I don't recognise this payment,3,Customer recognised it once shown the merchant's details CB-42364,I don't recognise this payment,7,Customer recognised it once shown the merchant's details CB-42370,I don't recognise this payment,3,Fraud confirmed CB-42376,I didn't receive what I paid for,17,Chargeback won CB-42382,I don't recognise this payment,4,Customer recognised it once shown the merchant's details CB-42388,I don't recognise this payment,5,Customer recognised it once shown the merchant's details CB-42394,I don't recognise this payment,5,Customer recognised it once shown the merchant's details
merchant_data_option.md3 lines · Download
# Merchant data we could use

Our card processor offers an enriched merchant feed (trading name, logo, location, website) for 94% of transactions, at $0.0008 per transaction. We process about 9 million card transactions a month.
What a strong answer doesThe answer key the graders mark against

Starts from the data: in the sample, 232 of 400 disputes (58%, so about 1,400 of the quarter's 2,400) were 'I don't recognise this payment', and 169 of those (about three in four) were resolved simply by showing the merchant's details; so the first thing to build is recognisable transactions (trading name, logo, location from the enriched feed, about $7,200 a month for 9 million transactions), shown before someone raises a dispute, with self-serve disputes for the genuine cases. Defines success with targets (disputes per 1,000 transactions, share resolved without an agent, regulator deadlines met against 14% late today) and says which wins when they conflict (never make disputing harder than paying, per the regulator). Covers the flows for genuine disputes (charged twice, not received, cancelled subscription, fraud) with acknowledgement within 2 business days and resolution within 15, what happens when the merchant data is missing (6% of transactions), and how the rollout reaches people, with support ready. Says who it's not for (for example business accounts, or disputes over a set amount that still go to an agent) and what's out of scope.

Critical failures (cap the score at 40)
  • Adds steps that make raising a dispute harder than making a payment
Task

Staff-level · v1.1

The outputs

9 setups answered this brief.

Sonnet 5.5API87Usable with a quick editGPT-6 AstraChatGPT75Needs more workHaiku 5.5API67Needs more workGPT-6 LunaAPI65Needs more workOpus 5.5Claude60Needs more workGPT-6.1 SolAPI58Needs more workGemini 4 ArgonAPI40Critical failureGemini 3.5 Flash-LiteGemini37Needs more workGemini 3.8 FlashAPI31Needs more work
Gemini 4 ArgonAPI
Critical failure: Adds steps that make raising a dispute harder than making a payment. Score capped at 40.

Needs more than a quick edit5 of 12 checks passed

The sample data is miscounted leading to wrong baseline numbers, and missing elements (trade‑offs, rollout, user exclusion) would require rework.

Output

Product Requirements Document: Self-Serve Card Disputes

Author: PM, Card Servicing Target Release: Q2 Audience: Card Servicing Squad (Engineering, Design, Support Operations, Compliance) Status: Ready for Kickoff

---

1. Context & Problem Statement

Card disputes are currently Clearbank’s second-highest support cost driver after card freezes. Last quarter, customers raised 2,400 disputes via support chat. At an average handling time (AHT) of 11 minutes per ticket, disputes consume ~440 hours of agent time per quarter. Furthermore, manual triage bottlenecks caused us to miss the regulator’s 15-business-day resolution deadline on 14% of disputes last quarter, exposing Clearbank to compliance risk.

Today, raising a dispute requires starting a free-text support chat. An agent manually gathers transaction details, looks up merchant information, and either explains the payment to the customer or initiates a chargeback.

An analysis of a 400-dispute random sample from last quarter reveals that 49.5% of all disputes are false alarms (customers who recognize the payment once shown clear merchant details, or customers mistaking two separate purchases for a duplicate charge). Because our app only displays raw billing descriptors (e.g., `SQ *BRKLYN BAGEL 0412`), customers panic and message support.

Customer Stated Reason% of Volume (Sample)Breakdown of OutcomesAvg. Days to Resolve
:---:---:---:---
"I don't recognise this payment"61.75% (247)• 72% (44.5% of total): Recognised once shown merchant details<br>• 28% (17.25% of total): Fraud confirmed (no refund noted in log!)4.6 days
"I didn't receive what I paid for"13.25% (53)• 38%: Chargeback won<br>• 32%: Merchant refunded<br>• 30%: Chargeback lost18.8 days (68% > 15 days)
"I was charged twice"10.75% (43)• 53.5%: Duplicate refunded<br>• 46.5% (5% of total): Not a duplicate (two separate purchases)7.6 days
"Fraud: I didn't make this payment"8.25% (33)• 100%: Fraud confirmed, refunded6.8 days
"Subscription I cancelled"6.00% (24)• 62.5%: Chargeback won<br>• 37.5%: Merchant refunded13.4 days (33% > 15 days)

Critical Findings:

  1. Unnecessary Contact: Nearly half of all disputes can be deflected in-app by showing enriched merchant data and transaction comparisons before a ticket is ever created.
  2. SLA Breaches: 100% of our regulatory SLA breaches (>15 business days) occur in "Goods/Services not received" and "Cancelled subscriptions." Chargebacks take time, and we lack an automated mechanism to update customers at day 15 as required by the regulator.
  3. Compliance Gap on Unrecognised Fraud: In our sample, 100% of customers who explicitly claimed "Fraud" were refunded. However, for the 17.25% who said "I don't recognise this payment" where the outcome was Fraud confirmed, the outcome log shows `"Fraud confirmed"` rather than `"Fraud confirmed, refunded"`. Support Ops and Compliance must audit whether these 69 cases (~414 extrapolated quarterly) are failing to trigger automated refunds due to how agents categorise the initial ticket.

---

2. Goals & Success Metrics

Primary Goal: Reduce agent time spent on disputes while achieving 100% regulatory compliance.

  • Deflection Rate: Reduce total inbound dispute tickets by 40%+ by helping customers self-diagnose unrecognised and duplicate payments in-app.
  • Agent Efficiency: Reduce average agent handling time (AHT) on remaining disputes from 11 minutes to <4 minutes by collecting structured evidence upfront.
  • SLA Compliance: Reduce uncommunicated >15 business day resolutions from 14% to 0%. Achieve 100% automated acknowledgment within 2 business days (instant upon submission).
  • Regulatory Parity: Ensure raising a dispute takes no more taps/effort than making a payment (≤4 steps from the transaction screen).

---

3. Strategic Architecture Decision: On-Demand Merchant Enrichment

Our card processor offers an enriched merchant feed (trading name, logo, location, website) covering 94% of transactions at $0.0008 per transaction.

  • Option A (Enrich All): Enriching all 9M monthly transactions costs $7,200/month ($86,400/year). While nice for general UX, we cannot justify an $86k annual spend purely on support deflection (440 hours of agent time per quarter costs ~$9,000–$11,000/quarter, or ~$40k/year).
  • Option B (On-Demand / Selective Enrichment — Chosen): We will query the processor’s enrichment API only when a customer taps into a transaction detail screen or initiates the dispute flow (or cache enriched data by Merchant ID across our user base). Even if customers tap into 100,000 transactions a month, on-demand calls will cost <$80/month while still deflecting the 44.5% of disputes caused by cryptic billing descriptors. (Note for Eng: If the processor requires a bulk feed, we will negotiate a lookup API or build an internal merchant-mapping cache).

---

4. User Experience & Functional Requirements

Entry Point (Regulatory Requirement: Frictionless Access)

  • Customers tap any settled transaction in their feed and select "Something wrong? Get help" at the bottom of the screen.
  • Pending Transactions: If a transaction is still pending, explain that merchants cannot finalize or refund pending authorisations, and ask the customer to check back once it settles (unless they are reporting a lost/stolen card, which routes immediately to card freeze + fraud).

Step 1: The Enriched Context Interstitial (Deflection Layer)

Before asking why they are disputing, display an enriched breakdown of the transaction: * Trading Name & Logo (e.g., "Brooklyn Bagel" instead of `SQ BRKLYN BAGEL`). Map pin/location of the store (if physical) or website URL (if online). * Exact timestamp and authorisation method (e.g., Apple Pay, Chip & PIN, Contactless, Online). * Prompt: "Does this look familiar now?" -> `[Yes, all good]` (closes flow, logs deflection) / `[No, I still need help]`.

Step 2: Issue Categorisation & Smart Routing

If the customer continues, present four clear options:

#### Path A: "I don't recognise this payment / I didn't make it" (70% of volume) * Consolidation: Merges "Unrecognised" and "Fraud" into one path to eliminate the operational discrepancy where unrecognised payments confirmed as fraud missed the standard refund workflow. * Checklist: Ask customer to confirm they checked with family/household members and didn't forget a free trial. * Security Action: Because confirmed unrecognised payments are fraud, require the customer to freeze and replace their card automatically upon submission to prevent further compromise. * Routing: Routes directly to the Fraud Queue with device/IP telemetry and auth method (e.g., 3DS status) attached.

#### Path B: "I was charged twice" (10.75% of volume) * Smart Comparison: Automatically scan the customer’s transactions from the same merchant within ±7 days. * Deflection UI: Display the transactions side-by-side showing timestamps, exact amounts, and authorisation codes. * If different timestamps/items: Explain that these appear to be two separate purchases (e.g., buying two coffees 20 minutes apart). * If identical timestamp/amount: Pre-select the duplicate and allow 1-tap submission for a duplicate chargeback.

#### Path C: "I didn't receive what I paid for" (13.25% of volume) * Self-Help Check: Since 32% of these end in a merchant refund, ask: "Have you contacted [Merchant Name] yet? Merchants usually resolve delivery issues faster than a bank chargeback." Provide a clickable link to the merchant's website/contact page from the enrichment data. * Evidence Collection: If they have contacted the merchant, collect required chargeback evidence upfront: * Expected delivery date. * Description of goods/services. * Upload screenshot of merchant communication or receipt (optional but encouraged; reduces our 30% chargeback loss rate).

#### Path D: "I was charged for a cancelled subscription" (6% of volume) * Evidence Collection: Ask for date of cancellation and upload of cancellation confirmation email/screenshot. * Action: Offer a toggle to block future recurring payments from this Merchant ID.

---

5. Automated Compliance, SLAs & Tracking

To satisfy Legal and regulatory requirements without manual agent intervention:

1. Instant Acknowledgment (<2 Business Days Rule): * Submitting the flow immediately generates a case ID, sends an in-app notification/email confirming receipt, and adds a "Dispute in progress" status tracker directly onto the transaction detail screen. 2. Automated 15-Day Delay Notification (15 Business Days Rule): * Build a backend cron job tracking open disputes. At Business Day 13, if a dispute (typically Paths C and D) is still in `Awaiting Merchant / Scheme Response`, automatically notify the customer via push and email: "We're still working on your dispute for [Merchant]. Because card scheme chargeback rules give the merchant time to respond, this is taking longer than 15 business days. Your new estimated resolution date is [Date]." * Log this notification in the audit trail to guarantee 0% non-compliant SLA breaches.

---

6. Squad Responsibilities & Next Steps

  • Engineering: Investigate the processor’s merchant enrichment integration (API lookup vs. feed) to ensure we only pay per-lookup. Build the transaction-matching logic for duplicate detection and the Day-13 SLA notification cron job.
  • Design: Design the 4-step self-serve flow, ensuring tap-count parity with our payment flow. Design the in-app dispute status tracker on the transaction screen.
  • Support Operations: Map the structured JSON output from Paths A–D directly into our ticketing system fields so agents don't have to copy-paste. Urgent Action: Audit the 69 sample cases of `"I don't recognise this payment" -> "Fraud confirmed"` from Q1 to verify whether customers received their refunds, and unify the backend fraud resolution macro.
  • Compliance: Review and sign off on the automated Day-13 delay notification copy and verify that the step-count meets the "no harder than making a payment" mandate.

Claims the judge couldn’t find in the brief

  • In the 400-dispute sample, 247 (61.75%) were 'I don't recognise this payment' and 72% of those recognised it once shown merchant details.
  • We lack an automated mechanism to update customers at day 15 as required by the regulator.
  • Merchants cannot finalize or refund pending authorisations.
  • 49.5% of all disputes are false alarms (never needed an agent).

Grades and run details

Decision model 63 · LLM judge 38
Decision model checks
  • failUses the supplied evidence correctly70%
  • passAddresses the actual decision31%
  • partialRespects explicit constraints43%
  • partialIdentifies material uncertainty34%
  • partialAvoids unsupported claims28%
  • partialProduces the required deliverable48%
  • passFinds that most disputes are recognition10%
  • passBuilds the regulator's rules in95%
  • passSuccess settles trade-offs59%
  • partialProposes tests that could fail70%
  • partialSays who it's for, and who it isn't34%
  • partialPlans how people will find it85%
Run
Run
#1
API response time
33 s
Submitted
13 Oct 2026
GPT-6 AstraChatGPT

Needs more than a quick edit9 of 12 checks passed

Missing an explicit user discovery plan and a non-target user segment, and pause criteria need numeric thresholds. These gaps require more than a quick wording edit.

Output

PRD: Self-serve card disputes

Owner: Card Servicing PM Delivery: Next quarter Squad: Engineering, Design, Support Operations, Compliance Status: Proposed; merchant-data procurement and legal implementation require approval

1. Problem and product decision

Today, customers must chat with support to question a card payment. Agents collect information, explain payments or open chargebacks, spending approximately 11 minutes per dispute. Last quarter’s 2,400 disputes consumed approximately 440 agent hours; 14% were resolved later than the regulator’s deadline.

The opportunity is not simply to replace chat with a chargeback form. Many customers need help identifying a payment; others need fast access to a genuine dispute or fraud investigation.

We will build a transaction-level journey that helps customers understand payments, submit unresolved concerns without an agent, and track progress. Identification help must remain optional: it must never become a barrier to reporting fraud or disputing a payment.

2. Evidence and economics

The random sample of 400 disputes shows:

FindingProduct implication
233 began “I don’t recognise this payment.” Of these, 170 ended with customer recognition and 63 with confirmed fraud.Show useful merchant information, but never assume an unfamiliar payment is legitimate.
Recognition-only cases represent 42.5% of the sample.Preventing confusion is a major opportunity, not a secondary feature.
Of 47 duplicate complaints, 24 were separate purchases and 23 were refunded duplicates.Offer comparison information without automatically dismissing claims.
57 concerned non-receipt, 27 cancelled subscriptions, and 36 explicitly reported fraud.Provide reason-specific intake and operational routing.

Extrapolating recognition-only cases suggests approximately 1,020 cases, or 187 agent hours, per quarter could theoretically be avoided. This is an optimistic ceiling, not a savings forecast.

The processor’s enriched merchant feed covers 94% of transactions. At nine million transactions monthly, it costs $7,200/month or $21,600/quarter. Recognition-only savings would require approximately $116 per avoided agent hour just to cover that fee, before development costs and incomplete coverage.

Therefore, we will not approve blanket feed purchasing on support savings alone. Engineering and Procurement must confirm selective-lookup availability, pricing and data quality. The squad will build an enrichment-compatible detail view, using existing verified information initially if necessary. Full-feed adoption requires a separate business case, including measured recognition improvements.

The export does not identify business versus calendar days or extension notices. We cannot use it alone to reconstruct regulatory breaches.

3. Goals, measures and guardrails

Targets apply to the first full quarter after rollout and are hypotheses unless regulatory:

  • Reduce agent handling hours per 1,000 active card customers by 25%, against a matched baseline; include follow-up contacts and operational review.
  • Achieve 70% self-serve submission among submitted in-scope disputes.
  • Acknowledge 100% within two business days.
  • Resolve genuine disputes, or send a substantive explanation of delay, within 15 business days in 100% of cases.
  • No deterioration in confirmed-fraud reporting time, repeat complaints or accessibility versus baseline.

Track median and p90 resolution time separately from deadline compliance. An extension notice is not a resolution.

Instrument detail views, help entry, recognition confirmations, reason selection, submission, abandonment, support handoff, case updates and outcomes. Report by reason and enrichment availability. Only explicit recognition counts as recognition success; exits do not.

4. Scope

Included: Mobile-app debit-card payment identification, intake for the five sampled reasons plus “Something else,” evidence upload, case acknowledgement, status tracking, operational routing and deadline controls.

Excluded: Automated liability decisions, automatic chargeback adjudication, rebuilding card-scheme integrations, non-card disputes, and a new refund policy. Existing specialists retain responsibility for investigation, refunds and chargebacks.

Pending payments must have an accessible reporting route, even if a chargeback cannot yet proceed. Explain the distinction and route suspected fraud immediately. Support remains available throughout.

5. Customer experience and requirements

A. Understand the payment

Transaction details display the original billing descriptor, amount, date and available verified merchant information. Enriched trading name, logo, location and website appear when available and sufficiently reliable; retain the descriptor for traceability. Missing or uncertain matches must not block the journey or imply legitimacy.

Provide prominent “Report a problem” and “I didn’t make this payment” actions. Identification guidance is skippable. Only an explicit “I recognise this payment” ends the identification journey; customers can return later to dispute it.

B. Raise a concern

Prefill transaction and customer details. Let customers choose:

  • Unrecognised / not authorised: Submit directly to the fraud team; offer the existing card-freeze action without making freezing a prerequisite.
  • Charged twice: Show potentially related transactions and let customers select the second payment or continue without finding it. Similar amounts do not prove duplication.
  • Goods or services not received: Ask what was expected and the expected delivery date.
  • Cancelled subscription: Ask when cancellation occurred and invite supporting evidence.
  • Something else: Accept a short description and route for triage.

Collect a concise account of the problem. Request receipts, cancellation confirmations and merchant correspondence where useful, but permit evidence later. Merchant contact is not a universal submission prerequisite.

Customers review and submit without re-entering known information. Save drafts, support screen readers and dynamic text, and provide contextual support with entered details preserved.

C. Acknowledge and track

After durable case creation, immediately display a case reference, receipt timestamp, summary and next-update date. Deliver an in-app acknowledgement and notification; do not rely solely on push delivery.

The case screen shows understandable states: Received, Under review, Information needed, Awaiting external response, Resolved. Show outstanding requests, update history and any refund status separately.

Resolution includes the decision, explanation and support/escalation route. Never promise a refund or successful chargeback.

6. Operational and technical requirements

Create one case record shared by app and support, containing the transaction, reported reason, narrative, attachments, owner, timestamps, deadlines and communication history.

Submission must be idempotent. Retries cannot create duplicate cases; an existing case should be surfaced with an option to add information. Confirm receipt only after persistence. Failed submissions retain entered data and expose a support fallback.

Support Operations owns reason-based queues, fraud prioritisation, daily deadline monitoring and capacity planning. Agents can request evidence, change routing, record decisions and send approved updates without asking customers to repeat information.

Engineering must implement:

  • Configurable business-day calendars and deadline calculation.
  • Alerts before deadlines, including day-one acknowledgement and day-ten/day-fourteen resolution warnings.
  • Escalation to a named operational owner before breach.
  • Reconciliation between app submissions and operational queues.
  • Encryption, role-based access, attachment validation and auditable state changes.

Compliance must approve clock-start rules, holidays, retention, extension wording and any additional fraud/refund obligations. Preserve the earliest report timestamp across channels; asking for evidence must not silently reset deadlines. Delay notices must explain the actual reason and next update, not merely mark cases compliant.

7. Delivery, acceptance and rollout

Weeks 1–2: Validate merchant-data options; audit existing case-system integration; agree legal rules; baseline reason-level handling time. Design tests prototypes with customers, including accessibility needs.

Weeks 3–8: Build intake, case integration, tracking and deadline controls. Develop merchant-detail improvements in parallel without making reporting dependent on enrichment.

Weeks 9–10: Run end-to-end testing, operational rehearsal and a limited pilot. Test missing merchant data, uncertain matches, fraud bypass, pending payments, failed uploads, repeat taps, holiday deadlines and cross-channel reporting.

Weeks 11–12: Expand progressively after Engineering, Support Operations and Compliance sign-off.

Launch requires zero lost or duplicate cases in acceptance tests, correct deadline calculations, accessible submission, and verified acknowledgement delivery. Design and Compliance must demonstrate that raising a dispute is no harder than making a payment, using comparative journey testing rather than assuming a form satisfies the rule.

Pause expansion for lost submissions, misleading merchant matches, increased fraud-reporting delay or deteriorating deadline compliance. Rollback must preserve existing cases, clocks and customer access to support.

Grades and run details

Decision model 88 · LLM judge 69
Decision model checks
  • passUses the supplied evidence correctly4%
  • passAddresses the actual decision66%
  • partialRespects explicit constraints51%
  • passIdentifies material uncertainty61%
  • passAvoids unsupported claims70%
  • passProduces the required deliverable67%
  • passFinds that most disputes are recognition46%
  • passBuilds the regulator's rules in100%
  • passSuccess settles trade-offs97%
  • partialProposes tests that could fail73%
  • partialSays who it's for, and who it isn't64%
  • passPlans how people will find it38%
Run
Run
#1
Time to output
1.5 min
Submitted
6 Oct 2026

Check by check

Where the outputs differ comes first. Open a check to read the judge’s reasons. “Mixed” means the two graders disagreed.

Where they differ 5

Uses the supplied evidence correctlyWrongRight
Gemini 4 Argon · API

Unsupported claims about pending transaction limitations, lack of an automated update mechanism, and miscounted sample data.

GPT-6 Astra · ChatGPT

Every statement about the current situation is directly from the supplied context or follows by arithmetic.

Avoids unsupported claimsWrongRight
Gemini 4 Argon · API

Presents 'we lack an automated mechanism to update customers at day 15' and pending transaction merchant rules as established facts without support.

GPT-6 Astra · ChatGPT

Labels extrapolations as an 'optimistic ceiling, not a savings forecast' and distinguishes sample-based findings from forward-looking assumptions.

Finds that most disputes are recognitionMixedRight
Gemini 4 Argon · API

Miscounts the share of 'I don't recognise this payment' (61.75% instead of ~58%) and thus the false-alarm rate, misrepresenting the base case.

GPT-6 Astra · ChatGPT

Computes that 58% of disputes are unrecognised payments and that most resolve by showing merchant details, then makes transaction recognition the first-scope item.

Success settles trade-offsMixedRight
Gemini 4 Argon · API

No explicit trade-off rule is given for when success metrics conflict (e.g., deflection vs. compliance).

GPT-6 Astra · ChatGPT

Sets metrics with targets (25% reduction in handling hours, 70% self-serve) and establishes that the regulatory rule against making disputing harder wins over other goals.

Plans how people will find itWrongMixed
Gemini 4 Argon · API

No staged rollout, user‑discovery method, or support‑team readiness plan is included.

GPT-6 Astra · ChatGPT

Describes a staged rollout but never says how users will discover the feature (e.g., in-app notification, help entry) or who needs to be ready beyond support ops.

All got wrong 2

Proposes tests that could failWrongWrong
Gemini 4 Argon · API

No pilot, gate, or kill criterion with numeric threshold, measurement window, and outcome-dependent actions is proposed.

GPT-6 Astra · ChatGPT

Pause triggers like 'misleading merchant matches' or 'increased fraud-reporting delay' lack numeric thresholds and defined measurement windows.

Says who it's for, and who it isn'tWrongWrong
Gemini 4 Argon · API

Does not name specific target users or an explicit excluded group (e.g., business accounts, high‑value disputes).

GPT-6 Astra · ChatGPT

Does not explicitly name a user group it's not for (e.g., disputes above a set amount) and no scope decision visibly follows from such an exclusion.

All got right 5

Addresses the actual decisionRightRight
Gemini 4 Argon · API

Commits clearly to on-demand enrichment (Option B) early, and states the condition (processor requiring bulk feed) that would change it.

GPT-6 Astra · ChatGPT

Commits to building a transaction-level journey with merchant detail view and self-serve disputes, deferring the full-feed purchase to a later business case.

Respects explicit constraintsRightRight
Gemini 4 Argon · API

Fits the 1,000–1,400-word PRD format for the named squad and respects the regulator rules by embedding them as testable requirements.

GPT-6 Astra · ChatGPT

Delivers a PRD within 1,000–1,400 words, addresses the named squad, and includes enforceable checks for the regulator's rule on dispute difficulty.

Identifies material uncertaintyRightRight
Gemini 4 Argon · API

Identifies the compliance gap in fraud refund labelling and the processor integration mode as uncertainties, and specifies how to resolve them.

GPT-6 Astra · ChatGPT

Names unknowns in selective merchant data availability, pricing, data quality, and the export's day-type clarity, and ties them to actions that would resolve them.

Produces the required deliverableRightRight
Gemini 4 Argon · API

Provides a complete PRD with context, metrics, flows, and squad actions within the required length.

GPT-6 Astra · ChatGPT

Provides a complete PRD with scope, requirements, operational needs, and acceptance criteria that the squad could build from.

Builds the regulator's rules inRightRight
Gemini 4 Argon · API

All three rules appear as testable requirements: instant acknowledgment (≤2 business days), automated day-13 notification (15-day explain rule), and step-count parity.

GPT-6 Astra · ChatGPT

Includes 2-business-day acknowledgement, 15-business-day resolution/explanation, and 'no harder than paying' as testable requirements.

Results

Every setup we’ve tested on this task type, across all its tasks and repeats, graded on the current checklist. Calibrated. Where our PM checked the graders by hand, they agreed on 67% of 81 checks.

#Model · HarnessTask scoreDecision modelLLM judgeRunsCritical failures
1GPT-6 AstraChatGPT86.984.62None
2Sonnet 5.5API89.279.82None
3GPT-6.1 SolAPI84.860.92None
4Opus 5.5Claude82.860.62None
5GPT-6 LunaAPI80.759.92None
6Haiku 5.5API76.363.82None
7Gemini 4 ArgonAPI69.948.421 capped
8Gemini 3.5 Flash-LiteGemini52.532.12None
9Gemini 3.8 FlashAPI50.428.22None

What you get for the cost

Sonnet 5.5 · API scores within a point of GPT-6 Astra · ChatGPT at a third of the cost.

Task score against relative cost for each setup. The table below has the same figures.304050607080901001×3×10×30×100×Cost per output, relative to the cheapest setup (log scale) →↑ Task scoreGPT-6 Astra · ChatGPT: task score 84, 106× the cheapest (1 of 2 outputs estimated)Sonnet 5.5 · API: task score 83, 35× the cheapestGPT-6.1 Sol · API: task score 72, 14× the cheapestOpus 5.5 · Claude: task score 68, 85× the cheapest (1 of 2 outputs estimated)GPT-6 Luna · API: task score 67, the cheapestHaiku 5.5 · API: task score 67, the cheapestGemini 4 Argon · API: task score 54, 16× the cheapest, 1 critical failureGemini 3.5 Flash-Lite · Gemini: task score 40, 4.4× the cheapest (1 of 2 outputs estimated)Gemini 3.8 Flash · API: task score 39, 9.9× the cheapestGPT-6 Astra · ChatGPTSonnet 5.5 · APIGPT-6.1 Sol · APIOpus 5.5 · ClaudeGPT-6 Luna · APIHaiku 5.5 · APIGemini 4 Argon · APIGemini 3.5 Flash-Lite · GeminiGemini 3.8 Flash · API
Best valueNobody beats these on both score and costCost partly estimated (app runs with no usage meter)At least one critical failure

Cost is each output’s tokens at the model’s list price, shown relative to the cheapest setup. Runs done in an app have no usage meter, so theirs are estimated from the same setup’s measured runs. How we compare cost

The PM job

Writing the requirements document a team will build and test against.

Why it matters

A PRD is where ambiguity becomes either a decision or a bug. For AI products it must also say what happens when the model is uncertain or wrong. Most generated PRDs skip that part.

What good looks like

  • States the user problem and the decision the PRD enables
  • Specifies behaviour under uncertainty, failure and refusal
  • Names eval criteria and a launch bar
  • Defines success precisely enough to settle trade-offs
  • Says what is out of scope

Deliberately not measured

  • Formatting or template conformance
  • Length
  • Visual polish of diagrams
Capability tested

Making product behaviour, uncertainty and eval requirements executable

The failure we’re looking for

A generic feature spec that ignores AI failure behaviour

Grading

Decision model and LLM judge, calibrated against a blind PM review

Variants

AI product PRD (core) · Conventional product PRD