Work on a dispute case to review case information, ensure that any outstanding tasks are completed, and resolve the service request.
Before you begin
Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector
Important: For the agent connector role to work, it
must be combined with one of the CSM industry data model roles. For more information, see
Roles and Personas.
About this task
When a customer requires resolution of a dispute, there are
three ways a case is raised:
- A
contributor initiates a case
on behalf of the customer
through
the workspace and provides
dispute transaction details, triggering a workflow for the transaction.
For more information, see Initiate a dispute.
- A customer files a dispute through their financial institution's customer portal.
For more information, see
Create a dispute case with Dispute Intake in
Portal.
- As an agent, you can also create a dispute case through the agent workspace as
needed.
Once the dispute case is created and assigned to you, you can review the submitted details, make updates as necessary, then submit the case for
investigation.
Throughout the workflow, dispute agents complete their assigned tasks, and the statuses of tasks associated with the case update. Depending on the task updates, a workflow might have
additional or fewer tasks. If there is more than one disputed transactions associated with a case, the case remains open until the workflows for each transaction are completed and closed.
Work through the activities and tasks required to research and complete the request. Tasks in the playbook activities are also available in the Tasks tab of the case.
Procedure
-
Navigate to .
-
Select the lists icon (
).
-
In the Lists tab under Card disputes service cases, open the case list.
- For your assigned cases, select Assigned to me.
- For all dispute cases, select All.
-
In the list, select which case you want to work on.
If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
-
Select the Playbook tab.
-
Use the activities and tasks under the following playbook stages to fulfill the request and resolve the case:
-
Initiate - This stage is active when a case is created by the dispute agent. If the case is submitted through the contributor
workspace or the customer dispute portal, the provided details
are displayed and all activities are marked as complete.
This stage enables you to enter dispute information, upload
documents, fill out the dispute questionnaire, and submit the case.
- Review - This stage is active if a case is submitted through the contributor workspace or
the customer dispute portal.
This
stage includes details to review a submitted case, including the selected transactions and reasons for dispute. You can also answer additional questions to provide more information, and modify responses for
accuracy.
- Processing- This stage is active after a dispute case is submitted, each disputed transaction is displayed in a workspace as tasks. Each dispute transaction progresses through these stages:
Investigate, Chargeback, and Closure.
- Closure - After you complete all the activities for the case, you can select the resolution code and enter resolution notes to close the case.
Any tasks generated during playbook activities appear in the Tasks tab of the case.
-
Close the task from the task form.
| Case/Dispute activity | Action |
|---|
| To submit a dispute case |
In the case playbook, select Submit. |
- To close investigation tasks
- To close chargeback tasks
|
In the task form, select Close to close the task. |
Result
The tasks update to Closed Complete.