Create a dispute case with Dispute Intake in Portal

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • Whether you're a contact or a consumer, you can create a dispute case with a step-by-step guidance for the case flow process in either the Customer Service Portal or Consumer Service Portal, respectively.

    Key benefits of portal dispute playbook

    • Streamline the dispute intake experience with a step-by-step process that helps in selecting disputed transactions, completing questionnaires, uploading supporting documents, and tracking dispute progress seamlessly. The system automatically selects the relevant questionnaire based on the dispute category and reason code.
    • Enable users to monitor the latest updates on the status of their disputed cases and to provide updates at the overall case level using the dispute tracker.
    • Reduce case resolution times by helping users to promptly and accurately track and complete requested tasks.

    Overview of the process

    The disputes playbook guides you through a flow that indicates the next steps, shows your progress in the submission process, and outlines the remaining steps you must complete. It provides options to help you input your information quickly and accurately. You can also intermittently save a case before submission and resume working on it by accessing the case from the tracker. After submitting the case, you can access the playbook through the case lists by navigating to Requests > All Requests.

    Workflow steps

    Let's see how to create a disputes case from the dispute intake in portal. Perform the following actions:
    1. Create a card disputes case.

      Create a request by navigating to either the portal landing page or the portal menu header. For more information on how to create a request, see Create a card disputes case request from the service catalog

    2. Initiate a dispute.
      Select the financial account to initiate a dispute. A series of questions need to be answered by the user to arrive at the category and reason code. Choose the disputed transaction from the list of transactions under the financial account and provide additional information to determine the dispute category by answering the questions. For more details on the various stages of activities, see Initiate a dispute.
      Hinweis:
      If the dispute category is Fraud, select additional transactions from the transaction list if more than one transaction is being disputed.
    3. Fill out the dispute questionnaire.

      Complete the dispute questionnaire by answering the questions.

    4. Upload documents.

      Upload any supporting documentation at this step, such as order details, invoices, and conversations between parties.

    5. Customer signature required

      For ACH disputes, sign a written statement confirming an unauthorized ACH debit sent via email.

      This step is required for ACH disputes per Nacha guidelines.

    6. Submit the case for review.

      Review the dispute amount, add any additional comments regarding the disputed transactions, and then submit the case for review. For more information, see Investigating a dispute.

    Hinweis:
    Before submitting an application, you can save it as a draft to return and complete later. Once saved, you can find your drafts in the case list under Requests > All Requests. After submission, you can view updates on the case in the dispute tracker. For more information on the dispute tracker, see View the status of a request using the dispute tracker