Initiate a dispute

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 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, verify dispute transactions, 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.

    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, select an activity.
      ActivityDescription
      Enter dispute details Enter the consumer information, financial account, financial transactions, dispute category, and the dispute amount modification reason if applicable. The selected category will determine the questions that are displayed in the questionnaire in the next activity.
      Fill dispute questionnaire Complete the dispute questionnaire by answering the questions.
      Verify disputed transactions Confirm the details of the disputed transactions.
      Submit for investigation After completing the dispute questionnaire, the reason code field is populated based on the submitted responses. Verify the dispute amount and reason code, and add a comment if necessary.
    7. After you complete the questionnaire, select Mark complete.
      The system automatically generates the reason code for the type of dispute (for example, 13.1 - Merchandise/Services not received).
    8. 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 is flagged as a stolen card or 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 is flagged as a stolen card or fraud.

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