Resume a Disputes intake via Virtual Agent dispute case as an agent

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • As an agent, you can resume a card dispute case when a customer leaves a Virtual Agent chat in Disputes intake via Virtual Agent without submitting the dispute. Pick up where the customer left off and complete the details of the dispute case.

    Vorbereitungen

    Role required: sn_bom_credit_card.dispute_agent, sn_bom_credit_card.dispute_manager

    Warum und wann dieser Vorgang ausgeführt wird

    When a customer initiates a dispute intake by selecting Report a dispute in the chat window, a card dispute case is created. If a customer ends a conversation with Virtual Agent before submitting the card dispute, the case remains open in the case list. You can resume the case in Financial Services Workspace and submit it on the customer's behalf.

    Prozedur

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (Lists icon.).
    3. Open a card disputes service case.
      An incomplete case may be in a New state and at the Initiate stage.
    4. In the Initiate lane, select Resume dispute case.
    5. Perform one of the following actions.
      OptionBezeichnung
      Customer has identified a disputed transaction Review the disputed transaction details.
      Customer hasn’t identified a disputed transaction Select the card account and disputed transactions.
      Finish the card dispute record created by the customer's incomplete Virtual Agent chat from the Resume dispute case activity.
    6. Complete the remaining activities in the Initiate lane.
    7. At the Submit dispute activity, select Submit.