Creating a card disputes case with the Dispute Intake in Portal

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Whether you're a contact or a consumer, you can create a card disputes case in either the Customer Service Portal or Consumer Service Portal, respectively.

    Overview

    The card disputes playbook guides you through a flow that indicates the next steps,shows your progress in the submission process, and outlines the remaining steps you must complete. It provides options to help you input your information quickly and accurately. You can also intermittently save a case before submission and resume working on it by accessing the case from the tracker. After submitting the case, you can access the playbook through the case lists by navigating to Requests > All Requests.

    Workflow steps

    Let's see how a cardholder creates a card disputes case from the dispute intake in portal. The cardholder performs the following actions:
    1. Create a card disputes case.

      The cardholder creates a request by navigating to either the portal landing page or the portal menu header. For more information on how to create a request, see Creating a card disputes case request from the service catalog

    2. Initiate a dispute.
      The cardholder selects the financial account to initiate a dispute. They then choose the disputed transaction from the list of transactions under the financial account and provide additional information to determine the dispute category by answering the questions. For more details on the various stages of activities, see Initiate a dispute.
      Note:
      If the dispute category is Fraud, the cardholder can select additional transactions from the transaction list if more than one transaction is being disputed.
    3. Fill out the dispute questionnaire.

      The cardholder completes the dispute questionnaire by answering the questions.

    4. Upload documents.

      The cardholder uploads any supporting documentation at this step, such as order details, invoices, and conversations between parties.

    5. Submit the case for review.

      The cardholder reviews the dispute amount, adds any additional comments regarding the disputed transactions, and then submits the case for review. For more information, see Investigating a dispute.

    Note:
    Before submitting an application, you can save it as a draft to return and complete later. Once saved, you can find your drafts in the case list under Requests > All Requests. After submission, you can view updates on the case in the dispute tracker. For more information on the dispute tracker, see Viewing the status of a request using the dispute tracker