Initiate a dispute

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read

    • Begin a dispute case in Financial Services Card Operations for a transaction associated with a card account. You can enter dispute information, fill out the dispute questionnaire, upload supporting documentation, and submit the case for investigation.

    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

    You can dispute one or more transactions that are associated with a card account by creating a dispute case.

    To create a new dispute service case, see Creating a card dispute case, and then continue this procedure from step 6 to initiate the case.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (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 Initiate playbook stage, fill in the required fields and any other related information.
      ActivityDescription
      Select transaction Provide information on the cardholder and the dispute, such as:
      • The account or consumer name
      • The category of the dispute
      • The card account that was used for the disputed transaction
      • The transaction being disputed
      Add more transactions If the dispute category is Fraud, this activity appears.

      You may select additional transactions in the transactions list if there is more than one transaction being disputed.

      As transactions are added, they are updated in the State of transactions panel.
      Resume dispute case This activity is displayed if the case was created using Now Assist for Financial Services Operations (FSO) with the Dispute intake via Virtual Agent skill.

      When a customer initiates a conversation with the Virtual Agent chatbot and selects Report a dispute, a dispute case is created.

      If the conversation ends before the case is submitted, an agent can resume the intake and review or select the dispute's account and transaction details in this activity.
      Fill dispute questionnaire Complete the dispute questionnaire by answering the questions.
      Note:
      This step appears if you have the Dispute Rules Content Pack for Visa or Dispute Rules Content Pack for Mastercard installed, and the disputed transaction took place on the respective card network.
      Document upload Upload any supporting documentation at this step, such as order details, invoices, and conversations between parties.
      Submit dispute Confirm the dispute amount and add any other comments regarding the disputed transaction.

      If you are using a dispute content pack, you will see the reason code field available based on the submitted responses.

      For those using a Dispute Content Pack for US Regulations pack, there might be an option to indicate whether this is a new financial account, which impacts the applicability of the Service Level Agreement (SLA).

      Select the check box to acknowledge that you have read and understood the disclaimer.
    7. Close the task from the playbook.
      ActionDispute Activity
      Save changes Save the dispute information task.
      Submit When you select Submit, the system executes the chargeback eligibility rules in the background. These rules determine if the transaction is eligible for a chargeback, which is based on the answers that were provided in the questionnaire and the reason code. The chargeback eligibility information is recorded in the card disputes transaction.

    Blocking and reissuing a new card

    The Block and reissue new card task automatically triggers if a case's dispute category is Fraud.

    After the task for the Dispute information activity is completed from the Initiate stage of the playbook, the Block and reissue new card task automatically triggers if the case's dispute category is Fraud.

    You can view the generated task from the Tasks tab of the case.