Processing dispute intake
Summarize
Summary of Processing dispute intake
The dispute intake process is designed to capture all essential information needed to document card dispute details before submitting a claim to the card network. It uses a structured form with targeted questions to identify the dispute reason code based on the type of case and specific responses, such as authorization status and transaction discrepancies. This approach streamlines data collection and improves dispute resolution efficiency for agents handling chargebacks.
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Key Features
- Dispute Intake Form: Gathers comprehensive information to support accurate claim submission, including cardholder and agent-related questions.
- Event Inquiry Application: Automates the intake process and stores all questions, enabling detailed data gathering and workflow efficiency. It includes key tables like Intake Form and Intake Form Label for flexible mapping and customization by administrators.
- Questionnaire Data Model: The intake form extends into dedicated tables that separate cardholder and agent questions. This model is now integrated into Financial Services Card Operations, removing prior dependencies on specific card network content packs.
- Generic Questionnaire Design: Provides a unified, network-agnostic set of questions that dynamically adjust to transaction-specific and network-specific requirements. This design improves the experience for customers and agents by ensuring only relevant questions are asked, and simplifies dispute processing across multiple card networks.
- Configurable Additional Questions: Allows customization of the questionnaire for both dispute agents and cardholders to better suit organizational needs and specific dispute scenarios.
Key Outcomes
- Efficient and accurate capture of dispute details improves claim quality and reduces processing time.
- Streamlined agent workflows facilitated by automated, targeted questions enhance operational productivity.
- Flexible questionnaire configuration supports adaptation to varying card network requirements and evolving business needs.
- Unified approach to managing disputes involving multiple transactions within a single case ensures consistent data collection and assessment.
- Integration within Financial Services Card Operations ensures ready access to dispute intake capabilities for all customers installing the application.
The dispute intake process is designed to capture the relevant information required for capturing card dispute details.
About dispute intake
The dispute intake form is designed to gather all necessary information before submitting a claim to the card network. This form includes a variety of questions that help identify the dispute reason code based on the case type and responses to specific questions such as "What is incorrect about this transaction?" or "Did you authorize the transaction?".
The Event Inquiry application provides a comprehensive overview of the events that led to the dispute. To understand how the Event Inquiry application works and how to customize the dispute intake form, see Configuring additional questions for dispute Intake.
The intake process simplifies data collection, making it easier for dispute agents to complete the intake, map reason codes, and assess chargeback eligibility. This streamlined approach ensures that all relevant information is captured efficiently, enhancing the overall dispute resolution process.
About Event Inquiry application
The Event Inquiry application stores all questions and automates the intake process, which helps gather detailed information for each dispute. This streamlines processing and improves efficiency.
- Intake Form [sn_evnt_inq_qtn]
- Serves as the base table for the dispute intake tables in FSO Card Operations.
- Intake Form Label [sn_evnt_inq_question]
- Provides the labels for a specific field on a specific table, and admins can do that mapping.
Questionnaire data model
The Dispute Intake form has been extended into the Dispute Intake table. The table includes both cardholder and agent related questions, while the Dispute Cardholder Intake table addresses cardholder-related questions. Previously, these tables were part of the Dispute Rules Content Pack for Visa, but that dependency has now been removed. They are now available under Financial Services Card Operations, so any customer who installs this application automatically has access tp the questionnaire.
Advantages of a generic questionnaire design
Using a generic questionnaire design streamlines the dispute resolution process across different card networks. Each card network has unique questions for specific transactions. When a customer initiates a dispute and selects their transactions, the system triggers a set of generic questions in the case playbook. For disputes involving multiple transactions in a single case, a generic questionnaire provides a unified approach for gathering insights into the dispute. During multiple transaction disputes, the system updates this set with transaction-specific questions, ensuring that only relevant questions for the appropriate Network ID of the transaction are asked. Originally, only Visa had a questionnaire process, but we have repurposed this for other card networks.
- Improves the experience for both customers and agents by asking only the necessary questions relevant to the Network ID of the transaction.
- Allows for seamless collection of standardized questions across different transaction networks, with easy updates as needed for each network.
- Simplifies the data model across multiple transaction networks, optimizing the dispute processing regardless of the network involved.