Review a dispute from cardholder intake

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

    • Review dispute cases in Financial Services Operations submitted by customers from a dispute intake portal. You can verify the disputed transactions, update the dispute reason, and submit for investigation after review.

    Before you begin

    Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon ().
    3. On 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.
    4. In the list, select the case to work on.
    5. Select the Playbook tab.
      The case playbook guides fulfillers through the steps that are involved in resolving a case.
    6. Under the Review playbook stage, review the submitted information and make any necessary adjustments.
      ActivityDescription
      Review intake

      Review the disputed transactions and the reason for dispute.

      To modify the disputed transactions, select View all transactions. Select or deselect the transactions and close the window to save your changes.

      To modify the dispute category, select Modify reason for dispute. Answer the questions presented, then select Update dispute reason.
      Additional questions Provide answers to any additional questions not answered by the cardholder and address any additional questions as required. If the dispute category changes, the system will produce a questionnaire for the newly selected category, which you must fill out. Select Continue when you have finished the questionnaire.
      Submit for investigation Review the dispute amount and reason code for the dispute. Add any comments or descriptions for the dispute transactions, then select Submit.