If a merchant refuses a transaction dispute, the case may move to the manual investigation task.
Antes de Iniciar
Role required: sn_bom_credit_card.dispute_agent or sn_bom_credit_card.dispute_agent_connector
Importante: 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.
Procedimento
-
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.
- Opcional:
In the transaction level playbook of the Processing tab, select the transaction ID.
-
Select the Investigate transactions activity under the Investigation playbook stage.
-
Select whether to create a chargeback request in the Pursue chargeback drop-down list.
- Yes - Pursue a chargeback from the merchant.
- No - Do not pursue chargeback from the merchant.
-
On the form, fill in the required fields and any other related information that you have gathered.
- Opcional:
In the Remarks field, enter any comments.
- Opcional:
Select Update to save your changes.
-
Select Continue.
The case is submitted to the dispute manager for review and approval when the chargeback eligibility is No and the agent sets the Pursue Chargeback value to
Yes. After the manager approves the task, the user agent can continue with the dispute.
-
Select Initiate dispute.
Resultado
A dispute is initiated.