Reviewing a dispute case
In Financial Services Card Operations, review the dispute cases submitted by a cardholder from the customer portal. You can verify disputed and associated transactions, update the dispute reason, fill out a transaction-level questionnaire in cases with multiple transactions, and submit the case for investigation.
When a dispute agent reviews a case from the portal, they can view and edit the transactions chosen by the cardholder. The agent can also review the dispute reason, modify the transactions, update the dispute category, and change the dispute answers.
| Activity | Description |
|---|---|
| Review intake | Details about reason for dispute, selected transactions, dispute category, and the dispute answers. |
| Select associated transactions | List of associated transactions and their details. |
| Additional questions | Additional questions to be answered. |
| Fill additional transaction questions (multiple transactions) | Complete transaction-specific questions at the transaction level for multiple disputed transactions. |
| Submit dispute | Dispute case submission for further investigation. |