Alert merchant regarding a dispute

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Alert the merchant to a card transaction dispute.

    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

    During the investigation stage of a transaction dispute, this task alerts the merchant to the disputed transaction. The merchant can choose to resolve the disputed transaction with the customer directly, or can decline to resolve the dispute with the customer.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon.).
    3. 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.
    4. In the list, select the case to work on.
      To work on a case that is not assigned to you yet, assign it to yourself by selecting Assign to me.
    5. Select the Playbook tab.
      The case playbook guides fulfillers through the steps that are involved in resolving a case.
    6. Select the Alert merchant activity under the Investigation playbook stage.
    7. Select the Alert merchant task that you want to complete.
    8. On the form, fill in the required fields and any other related information that you've gathered.
      In the Merchant action field, select one of the following options:
      • Resolved- Select if the merchant chose to resolve the dispute with the customer.
      • Declined- Select if the merchant declines to resolve the dispute with the customer.
    9. Optional: In the Work notes field, enter any comments.
    10. After you have entered the details in the task, select Update.
    11. Close the task from the playbook.
      Dispute activityAction
      To close the Alert merchant task Select Close.

    Result

    The task state updates to Closed Complete. The outcome that the transaction sets to depends on the merchant's decision:
    • If the merchant resolves the transaction with the customer directly, the transaction moves to a Closed complete outcome.
    • If the merchant declined to resolve the transaction with the customer, the transaction dispute remains in the Work in progress state, and continues through the dispute process workflow stages.