Initiating a dispute case

  • Release version: Yokohama
  • Updated March 3, 2025
  • 1 minute to read

    • Begin a dispute case in the card dispute playbook of the Financial Services Workspace. Enter dispute details, complete the dispute questionnaire, upload documents, and submit the case for investigation.

    Cardholder creates a dispute case on Customer portal

    When a cardholder initiates a dispute case, the Initiate stage of the card dispute for Visa transactions includes the following key activities.

    Table 1. Playbook activities for a cardholder
    Activity Description
    Select transaction Financial account and transaction selection for dispute.
    Reason for dispute Reason for disputing the transaction. For example, an unrecognized charge or incorrect transaction amount.
    Add more transactions Displayed for Fraud dispute category. Additional transactions in the transactions list if there’s more than one transaction being disputed.
    Fill dispute questionnaire Questionnaire to provide further details related to the disputed transactions.
    Document upload Supporting documents for the case.
    Submit the dispute Dispute case submission for further investigation.

    Dispute agent creates a dispute case

    When a dispute agent initiates a dispute case, the Initiate stage of the card dispute for Visa transactions includes the following key activities.

    Table 2. Playbook activities for a dispute agent
    Activity Description
    Select transaction Customer, dispute category, financial, and transaction selection for dispute. Displays available transactions for selection.
    Add more transactions Multiple transactions for dispute, if applicable.
    Select associated transactions Associated transactions; resolve them through merchant reversals or additional dispute processing.
    Fill dispute questionnaire Responses to transaction-specific questions at the case level.
    Fill additional transaction questions (multiple transactions) Transaction-specific questions at the transaction level for multiple disputed transactions.
    Document upload (Optional) Supporting documents for the case.
    Submit dispute Dispute case submission for further investigation.